Independent report

SSAC Occasional Paper 17: Telephony in DWP and HMRC: an update

This report considers telephony performance at the Department for Work and Pensions (DWP) and HM Revenue & Customs (HMRC).

• From: Social Security Advisory Committee
• Published: 21 July 2016
• Last updated: 17 November 2016 — See all updates

Documents

SSAC Occasional Paper 17: Telephony in DWP and HMRC: an update

PDF, 306 KB, 28 pages

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Details

This report considers progress made by the Department for Work and Pensions (DWP) and HM Revenue & Customs (HMRC) on telephony since 2009. It identifies which of the committee’s recommendations were acted on and makes new recommendations.

The committee published SSAC Occasional Paper 7: Telephony in DWP and HMRC in September 2009.

We published the government’s response to this report on 17 November 2016.

Published 21 July 2016
Last updated 17 November 2016 + show all updates

1. 17 November 2016

   Added a link to the government's response to this report.

2. 27 July 2016

   Added a link to the government's interim response.

3. 21 July 2016

   First published.