Her Majesty's Revenue and Customs (HMRC) Case Study (PDF ...

Case study: Her Majesty's Revenue and CustomsVia the eTariffThe eTariff provides the content of the Tariff as adata feed, which is updated on a monthly,quarterly or annual basis. Data may be suppliedin ASCII & EBCDIC versions.TSO also provides HMRC with a range ofsupport services including; marketing, ordertakingand customer services, warehousing andfulfilment. A dedicated helpline for subscribersprovides support for customers and enablesTSO to gather information on the types ofenquiries received. TSO provides HMRC withregular management reports, including monthlywebsite statistics and reports on customerservices and sales.An annual HMRC Integrated Tariff User Surveyoffers subscribers the opportunity to feedback onhow they use the Tariff and how satisfied theyare with the product, enabling TSO to work withHMRC to identify any areas for improvement.Service mixTSO provides HMRC with the followingservices:• Multi-format production• Order-taking and customer services• Warehousing and fulfilment• Marketing• Market analysis• Editorial• Print production• Website management.Next stepsTSO makes an ongoing commitment to HMRCto re-invest in the electronic versions of theTariff. Current projects include work to enhancethe search facility and ‘stop press’ section.Results• Perceptions of the services TSOprovides to Tariff customers are verypositive, with 94% of those whocompleted the 2008 user survey ratingus as excellent, very good, or good.