Feel like you've been on hold to the taxman for hours? You're not alone.Customers spent around seven million hours collectively waiting to speak to
's strategy is to encourage customers to turn to its digital services first - but it is not clear how far and fast digital services will reduce demand for telephone and correspondence services, the National Audit Office said.And the move to digital services has not eased pressure on traditional services as much as
's telephone and correspondence services have been below its target service levels for too long.'While many of its digital services work well, they have not made enough of a difference to customers, some of whom have been caught in a declining spiral of service pressures and cuts.
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