HMRC Benchmarking of Advice Centres

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We were commissioned to benchmark the activities of HMRC’s advice centres with the ultimate aim of providing a set of high level process analyses, financial data and operating cost comparisons with relevant organisations in the private sector.

We obtained a thorough understanding of the typical work carried out by the advice centres by interviewing their personnel and gathering data at sample locations, including one major advice centre based in south east England.

We created process maps and identified potential key benchmark indicators.
We established a group of benchmark partners of a similar nature, including a variety of help lines and advice centres throughout the public and private sectors.

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