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Departments, agencies and public bodies
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Detailed guidance, regulations and rules
Reports, analysis and official statistics
Consultations and strategy
Data, Freedom of Information releases and corporate reports
What our customers can expect from us and what we need our customers to do.
Tells HM Passport Office staff how to handle customers who exhibit threatening, abusive or violent behaviour.
The Environment Agency's position on unacceptable behaviour by customers towards its staff.
Customer declaration of specific uses of the scheduled category 1 or 2 substances (multiple transactions).
Tells HM Passport Office staff how to communicate with customers.
This research helped us to improve our understanding of customers’ experiences of the time it takes to resolve a query with HMRC.
The Customer experience score is a composite measure derived from four dimensions of customer experience.
Providing the opportunity for feedback on a wide range of policy issues
This webinar looks at the information an organisation makes available to clients, or potential clients, and how the consumer's expectations can be met.
Immigration staff guidance on sponsorship customer service standards.
This page brings together departmental annual status reports on customer service telephone lines.
This working note explains how customer experience is measured using information from HMRC Customer Surveys.
Research to explore how HMRC customers are likely to respond to digital customer services and why, to help inform service design.
Qualitative research to understand the customer journey of small, micro and nano businesses that cannot meet their tax liabilities.
Documents that we may need to see about you and your company as part of our customer due diligence 'Know your Customer' process.
DBS' Associate Director for Innovation discusses the role of AI and automation to support our customer service colleagues and enhance customers' experiences.
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