Agent Contact with HMRC – Telephone Pilot Update

Thank you to those of you who sent us further feedback on the pilot following our article which was published on 1 May. In our article of 12 March we explained that we were extending the duration of the pilot because the volume of feedback we were receiving from agents was too low to inform decisions about a way forward. We also said we had identified other ways of sampling the calls. Despite the extension to the pilot, the total volume of feedback received from pilot agents was, on its own, insufficient to allow us to draw any conclusions about the relative success rates of the 3 pilot groups. To supplement the feedback you gave us, we are now analysing the other sample data we collected, and hope this will enable us to carry out a proper evaluation of the pilot. Once we have completed this exercise we will be able to reassess the overall timetable for completion of the evaluation exercise. Outcomes will then be discussed with the Working Together Steering Group.