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Maybe / Not yet (Process (Send HB and CTS on the same letter (legislation…
Maybe / Not yet
Process
More people to answer the phone
Send HB and CTS on the same letter
legislation prevents this - to confirm
Will GDPR allow us to text benefits customers?
Not taking the form until we have all the info
Training
Training a champion
Implement service level agreement between CSC and Support Team + back office
Customer satisfaction
Satisfaction survey - online. - Bens. -CSC. - CTax
Web satisfaction stats - what's available
Website
Investigate can we use 'tell us once'
Automatic scanning (cashpoint style)
Self scanner in reception for customers
Move support team to call centre
Guidance notes on decision notice
Weekly support team huddle
PCCC2013 abolish 1 month empty discount
Online account for revs and bens
Offer f-2-f customers can put evidence into envelope in drop box, posted back