HMRC Business Authorising Officers (BAOs) are collectively responsible for managing the BAO Activity Inbox of their Room.
The Inbox must be effectively managed to maintain HMRC customer service standards.
Failure to do so will lead to delays in approving requests, such as to add a new Customer Member to a Room SW04235. Until approved the Customer Member is unable to register and enrol for the Shared Workspace online service.
The BAOs of each Room must ensure they have a process in place to effectively manage the BAO Activity Inbox. Consideration must be given to issues such as covering BAO absences from the office, customer targets and expectations and covering their Business Unit’s daily hours of business.
Poor management will result in complaints which will be detrimental to the professional image of both HMRC and Shared Workspace.