Getting the message across - the importance of good communications
A HMRC case study

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Page 6: Conclusion

It is particularly important for a customer service organisation to develop good communication channels and processes with all of its stakeholders and especially with its customers and employees. The Inland Revenue operates in a fast changing world and its culture is changing to become more customer-focused. It has assumed responsibility for new areas of work, and has developed sophisticated modern internal and external systems to enhance multi-channel communications. It is vital that responsive, informed employees identify and meet their customers' requirements as quickly as possible. To meet this challenge, the Inland Revenue has embraced a range of communication methods that take full advantage of modern technology.

At the same time it has engaged in a huge internal communications programme to deliver the new customer focus. The Core Traits (How?), Core Purpose (Why?), and Business Direction (What?) will become embedded in the new culture in the course of time. All new employees will be inducted into the new way of working and will experience the new culture from the outset. The tracking research into the changes in perceptions of the Inland Revenue shows that customers are already experiencing the difference and, it is hoped, this will continue to improve.

HMRC | Getting the message across - the importance of good communications