Contact Engagement Programme – telephony platform
Published 15 December 2022
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This publication is available at https://www.gov.uk/government/publications/contact-engagement-programme/contact-engagement-programme-telephony-platform
Project objectives
The programme has delivered for HMRC:
- a modern reliable telephony service that allows us to continue serving our customers
- an advanced Adviser User Interface (contact management interface) which will be utilised by advisers to manage customer contact
- improved data and reporting, which without we cannot make properly informed decisions in the future
- all these are linked to the vision of HMRC being a modern trusted tax authority, which will impact and improve the service for staff and customers
Customer groups affected
All customers who contact HMRC by telephone will not be affected, the new service has been delivered and is available to use.
What customers will need to do
The new operational telephony service is a replacement of the existing service. There are little to no material changes to how or what the customer needs to do to interact with HMRC.
Customers will continue to use telephony with designated lines and lead in instructions.
The new telephony service is available and being used by customers.
Assessing the impact
We assessed the equality impacts on all the protected characteristic groups in line with the Equality Act and Public Sector Equality Duty and section 75 of the Northern Ireland Act:
- racial groups
- disabled
- sex
- gender reassignment
- sexual orientation
- age
- religion or belief
- pregnancy and maternity
- marriage and civil partnership
- people with dependents and those without
- political opinion (for Northern Ireland only)
- people who use different languages (Including Welsh Language and British Sign Language)
There is no evidence to suggest any specific impacts on those customers within any of the protected characteristic groups (listed above).
Customers will have access to the Extra Support Team services as before.
Opportunities to promote equalities
We have considered opportunities to promote equalities and good relations between people in each of the protected characteristic groups and those outside of that group.
None have been identified.
HMRC has designed and developed the new telephony and associated processes with the aim of it being as inclusive and as accessible as possible.
A full equality impact assessment is not recommended.