35 resultsResearch ProblemHow can we most effectively use resource (such as, permanent, contingent and outsourced staff) to optimise customer experience of the service provided?Improving customer service - Customer experience - Resource effectivenessPublished last month, by HMRC (UK)Research ProblemWhat are the implications of effective resource usage for contact centre opening hours and staff training, staff allocation between phone and webchat, and signposting to digital services?Improving customer service - Customer experience - Resource effectivenessPublished last month, by HMRC (UK)Research ProblemHow can HMRC use and evaluate how effective technological solutions are for customer contact, such as webchat, asynchronous messaging, apps and digital accounts?Improving customer service - Customer experience - Support toolsPublished last month, by HMRC (UK)Research ProblemHow does HMRC compare to best practice and what current and future technologies could be utilised to improve customer experience?Improving customer service - Customer experience - Support toolsPublished last month, by HMRC (UK)Research ProblemHow can HMRC provide better support through our digital services to reassure customers when meeting their tax obligations?Improving customer service - Customer experience - Support toolsPublished last month, by HMRC (UK)Research ProblemHow will the needs of customers who need extra help evolve over time as we modernise the way we interact with customers, and how can we use future technology to better support these customers?Improving customer service - Customer experience - Support toolsPublished last month, by HMRC (UK)Research ProblemHow common are various administrative burdens and what is their impact on customer experience?Improving customer service - Customer experience - Administrative burdensPublished last month, by HMRC (UK)Research ProblemWhat is the public perception of tax fraud in respect of; the scale and severity of fraud, the most common customer groups participating in fraud, the likelihood of detection and the consequences of committing fraud (segmented by behaviour, customer group and tax type)?Closing the Tax Gap - Compliance approach - Understanding public perceptions of fraudPublished last month, by HMRC (UK)Research ProblemWhat novel/innovative approaches do other tax authorities use to prevention and redress non-compliance in areas such as small business and research & development, and what can be learned from them of relevance to the UK context?Closing the Tax Gap - Compliance approach - What works internationallyPublished last month, by HMRC (UK)Research ProblemWhat is the digital capability of the HMRC customer base? Does this change over time and, if so, how?Modernisation and Reform- Channel use - Digital propensity modelPublished last month, by HMRC (UK)Research ProblemWhat proportion would be capable of; self-serving through digital channels, would need support to do so, and would be digitally excluded from using such services?Modernisation and Reform- Channel use - Digital propensity modelPublished last month, by HMRC (UK)Research ProblemWhat are the best ways to design a customer contact strategy for maximum uptake of digital channels, while still maintaining excellent and accessible services, supporting vulnerable customers and customers who need additional help through an appropriately paced transition?Modernisation and Reform- Channel use - Channel shiftPublished last month, by HMRC (UK)Research ProblemWhat future functionality will HMRC require for this?Modernisation and Reform- Channel use - Channel shiftPublished last month, by HMRC (UK)Research ProblemWhat will future demographic, economic and other changes mean for future level and mix of demand for HMRC customer services through different channels?Modernisation and Reform- Channel use - Digital channel messaging impactsPublished last month, by HMRC (UK)Research ProblemWhat prevents Self Assessment taxpayers from using HMRC’s Estimator Tool for Self Assessment taxpayers and the Budget Payment Plan? And what would motivate more taxpayers to do so?Modernisation and Reform- Timely Payments - Self Assessment taxpayer behaviour – pre-paymentPublished last month, by HMRC (UK)Research ProblemHow should government utilise other data sources from third parties, are there any concerns or benefits from government knowing more about its citizens?Modernisation and Reform- Data Use - Data sharingPublished last month, by HMRC (UK)Research ProblemWhat are public attitudes to HMRC taking opportunities to collect and use data that could help improve wider policy and service delivery for citizens and businesses rather than only for a specific purpose?Modernisation and Reform- Data Use - Expressed purposePublished last month, by HMRC (UK)Research ProblemIs confidentiality important for voluntary compliance?Modernisation and Reform- Data Use - ConfidentialityPublished last month, by HMRC (UK)Research ProblemWhat are the implications of using AI models and what are their impacts on different customer groups?Modernisation and Reform- Data Use - Use of AI modelsPublished last month, by HMRC (UK)Research ProblemWhat is the relationship between customer experience and revenue outcomes?Improving customer service - Customer experience - Resource effectivenessPublished last month, by HMRC (UK)