Encouraging customers to deal with Inland Revenue over the telephone (or by electronic means) is one incentive behind an investigation into centralising the department’s telephone services.
An Inland Revenue project team is preparing a business case on centralisation and has sought information from vendors on the technology available to improve customer service through better call management. The team is reviewing current technology — which includes its Unisys mainframe — to see if it will support call management.
An IRD spokesman says that such a system fits with IRD’s longer term strategy to provide customers with a more responsive service that offers greater choice in how and when they contact the department.
The spokesman says that management recognises the need to bring IRD into line with service industry standards, to better meet customer expectations and make it easier for them to meet their obligations.
“Research has shown that customers prefer to contact us by phone and deal directly with a staff member.”
The business case, once finalised, will put a ballpark figure on what the final option may cost the department.