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HMRC internal manual

Specialist Investigations Operational Guidance

Introduction and organisation: Departmental Compliance Strategy: customer focus

Customer focus is central to HMRC’s strategy. Customer focus is more than customer service. It includes understanding the continuously changing needs, behaviours and motivations of our customers. It is core to us delivering our strategic objectives (for example compliance, customer perceptions and efficiency) not something we have to do as well as everything else. Private sector businesses focus on their customers’ needs and behaviours in order to increase market share and improve productivity. We need to focus on customers for the same reasons. In our terms ‘market share’ equates to improving compliance and increasing productivity to deliver a better service for less.