Interventions in Committee
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Michael Ferguson
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Michael Ferguson
2017-11-23 10:13
I see three parts to the issue. There are the people answering the questions, and they need to have the ability to answer the questions. Again, in the audit we pointed out that in some cases they have to go to a number of different screens themselves to try to find the answer. The people need the tools and training to be able to answer the question.
The department is saying they need better technology to be able to respond to more calls, so they can explain that and explain to what extent that is part of the issue.
I think the other part is that they need to look at the front end as well. They need to look at their website. In their own survey, about 40% of the people who called on the individual lines, individuals looking for answers to their tax questions, said essentially that they couldn't find the answer to their tax question on the website. That was why they were calling. I think part of what they need to do is to be able to provide better, more easily accessible information on their website. That would help reduce the calls, and it would add more consistency to the responses as well.
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