Question group

Modernisation and Reform- Channel use - Complexity of demand and productivity

Questions in this group:

Modernisation and Reform- Channel use - Complexity of demand and productivity How is productivity in managing such contact best measured over time to create a comparable time series? HMRC, 2024

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Modernisation and Reform- Channel use - Complexity of demand and productivity How will technological developments and organisational digital transformation impact customer contact demand patterns and productivity? (For example, will the queries advisers handle become increasingly complex with customers using digital self-serve to handle less complex queries?). HMRC, 2024

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