Public sector support - HM Revenue & Customs

HM Revenue and Customs was a long term client of RXP between 2003-05. This demonstrates the credibility of RXP consultants, led by Paul Weald, to provide ongoing consulting support across all areas of customer contact strategy and implementation – including the setup and ongoing development of the Inland Revenue’s Online Services Helpdesk (multi-media contact centre).

HMRC electronic services

HMRC is the central government department created in April 2005 from the merger of Inland Revenue with Customs & Excise. The IR’s eServices Programme was responsible for developing of electronic access to 100% of services by 2005 and also promoted take-up so that “e” becomes a natural and integrated part of the business.

The work that RXP provided spanned many phases in the development of Customer Contact:

Setup in 2001 and ongoing development of an Online Services helpdesk, as a multi-media contact centre now operating over three sites;
Strategic development and rollout of an email management system – introducing electronic communication as a new channel for selected customer segments;
Introduction of Telefiling, an award winning speech recognition application piloted for telephone submission of an individual’s tax return.

The services that RXP provided over a multi-year period have included

interim operational management;
project management to locate the call centre operation to a purpose build facility;
rollout of email and knowledge management tools to provide productivity enhancements;
advice on the strategic options for growth of the operation which have included virtualisation - sharing calls and emails across three internal centres spanning two different organisational business units.

Barry Glassberg, former Head of eServices comments: "The success of our Online Services is dependent on providing good customer support - and our Online Services Helpdesk is an integral part of the service that we provide. Our operation has developed and matured and at each stage of our evolution we have relied on the same consulting team - and every time they have help us to deliver!"

Contact Us to find out how RXP can help you