HM Revenue & Customs: World class IT systems underpin UK tax collection

| Client story

Industrialisation of infrastructure and service management delivers efficient, robust and secure IT

“I am most impressed that with a 45% increase, the system coped so well.” Lord Carter of Coles, author of Government-commissioned review of HMRC Online Services, 2007

The Situation

HM Revenue & Customs (HMRC) manages more than £400 billion in UK taxes, duties and other revenue each year. HMRC staff rely on sophisticated systems to calculate and collect tax, and UK taxpayers and businesses increasingly use online services to comply with tax obligations.  Disruption to live IT services could result in loss of revenue to the UK economy. Given this criticality, HMRC needs a partner capable of providing world class IT performance and IT infrastructure, together with robust, secure and efficient services that will reduce costs year-on-year. Capgemini provides these services and manages HMRC’s supplier Ecosystem.

The Solution

HMRC’s 10-year Aspire contract with Capgemini was the first major re-competition of a public sector IT outsourcing contract. The flexible agreement created for the Inland Revenue successfully delivers more services to more customers for the merged, larger organization of HM Revenue & Customs. A program of continual improvement, standardization and simplification delivers more services for existing systems and new business critical programs. It also drives efficiency, with 36% cost reduction built into the contract.

The Result

In the third year of the Aspire service, HMRC is recognized as having world class IT processes, governance and accountability to drive down defects in the live estate and deliver value for money.

Key highlights of the project include:

  • 70% reduction in business workstation hours lost
  • 76% drop in system hours lost
  • Fewer than 3% of targets missed for over 500 Service Level Agreements
  • More than 1,200 new software releases.