An important part of the Norwegian Tax Authority's work is to provide telephone guidance to the public. The department's aim is to have professional guides with expert and communicative competence within all of the department's fields. We require assistance so as to ensure that this service has good and predictable quality and to ensure that the employees have a common understanding of what is good communication with persons who have to pay tax. In this way we will be seen as a department that also focuses on good service. See the requirement specifications in the framework agreement, annex 1, for further information.