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13/01/2006
HMRC redesign to benefit customers
HM Revenue & Customs (HMRC) is redesigning its enquiry centres to make it
easier for customers with tax queries to be dealt with quickly and more efficiently.
This follows a pilot scheme, which has proved the new design was popular with
customers and allows waiting times to be shortened.
The new Centre layout, based at Beaufort House in Belfast, will ensure that customers are met on arrival and their query assessed there and then.
Simple enquiries will be dealt with, or customers will be guided to on-line services or telephone help lines. Some customers' may require a face-to-face meeting and in these cases advisers will be available via an appointment system.
Noel Broadbent, HMRC Senior Delivery Manager for Northern Ireland, said: “Previously anyone visiting Beaufort House Enquiry Centre simply joined the back of the queue, regardless of the nature of the enquiry. This could have meant a long wait at busy periods. The new layout of our centres will allow us to better manage demand at peak times whilst still dealing with queries efficiently and to the satisfaction of our customers."
He added that this new system would allow staff to quickly diagnose the customers’ needs and the most appropriate way to meet them. He also pointed out that many customers were unaware of the telephone and on-line services, which will cut waiting times considerably.
He concluded: "Overall, the new design offers all visitors to our centres a more efficient customer experience.”
The redesign began in December 2005 and will remain open to customers with the minimal disruption.
Other Enquiry Centres in Northern Ireland, which receive a lower number of visitors than in Belfast, will not offer on-line services. These centres and all others across the UK will be redeveloped during 2006.
(EF/SP)
easier for customers with tax queries to be dealt with quickly and more efficiently.
This follows a pilot scheme, which has proved the new design was popular with
customers and allows waiting times to be shortened.
The new Centre layout, based at Beaufort House in Belfast, will ensure that customers are met on arrival and their query assessed there and then.
Simple enquiries will be dealt with, or customers will be guided to on-line services or telephone help lines. Some customers' may require a face-to-face meeting and in these cases advisers will be available via an appointment system.
Noel Broadbent, HMRC Senior Delivery Manager for Northern Ireland, said: “Previously anyone visiting Beaufort House Enquiry Centre simply joined the back of the queue, regardless of the nature of the enquiry. This could have meant a long wait at busy periods. The new layout of our centres will allow us to better manage demand at peak times whilst still dealing with queries efficiently and to the satisfaction of our customers."
He added that this new system would allow staff to quickly diagnose the customers’ needs and the most appropriate way to meet them. He also pointed out that many customers were unaware of the telephone and on-line services, which will cut waiting times considerably.
He concluded: "Overall, the new design offers all visitors to our centres a more efficient customer experience.”
The redesign began in December 2005 and will remain open to customers with the minimal disruption.
Other Enquiry Centres in Northern Ireland, which receive a lower number of visitors than in Belfast, will not offer on-line services. These centres and all others across the UK will be redeveloped during 2006.
(EF/SP)
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Northern Ireland WeatherToday:Staying cold. Any freezing fog that has formed overnight will slowly thin and disperse during the morning. Otherwise dry and bright much of the day with perhaps the odd coastal shower in the north and east. Maximum temperature 4 °C.Tonight:Dry at first with cloud thickening from the south through the evening. The odd shower, wintry over high ground, over northern counties, becoming more persistent rain over Down and Antrim. Minimum temperature 0 °C.
