{"id":686647,"date":"2025-04-10T05:18:02","date_gmt":"2025-04-10T05:18:02","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&#038;p=686647"},"modified":"2026-01-22T07:46:31","modified_gmt":"2026-01-22T07:46:31","slug":"capgemini-uk-tax-payment-transformation","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/capgemini-uk-tax-payment-transformation\/","title":{"rendered":"Capgemini helps to transform UK tax payment process for millions of citizens"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/Capgemini-HMRC-P800.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:53% 28.999999999999996%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Capgemini helps to transform UK tax payment process for millions of citizens<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/04\/HMRC-P800-CS.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download now<\/span><span class=\"type\">490 KB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: HM Revenue and Customs (HMRC)<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: UK <\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Sector: Public Sector<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&amp;p=686647\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&amp;p=686647\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-capgemini-partners-with-hmrc-and-its-open-banking-partner-ecospend-a-trustly-company-to-develop-a-new-tax-refund-service-that-improves-security-reduces-costs-and-enhances-the-user-experience\">Capgemini partners with HMRC and its Open Banking partner, Ecospend, a Trustly company, to develop a new tax refund service that improves security, reduces costs, and enhances the user experience<\/h3>\n\n\n\n<p><strong>Client Challenge:<\/strong><br><br>HMRC wanted to provide a fast, secure, easy-to-use online service to encourage users to receive tax refund payments directly into their bank accounts without disrupting the traditional printing process.<\/p>\n\n\n\n<p><strong>Solution:<\/strong><br><br>Capgemini worked closely with several HMRC teams and Ecospend to deliver the department\u2019s first use of Account Information Service (AIS) functionality, built using HMRC\u2019s world-leading Open Banking integration.<\/p>\n\n\n\n<p><strong>Benefits<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Fast, secure, direct bank transfer of tax refunds<\/li>\n\n\n\n<li>Shorter payment time for users<\/li>\n\n\n\n<li>Improved customer satisfaction<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-introduction\">Introduction<\/h3>\n\n\n\n<p>HM Revenue and Customs (HMRC) is the UK\u2019s tax, payments, and customs authority and ensures the correct tax is paid to support public services while helping families and individuals with targeted financial support. The department\u2019s vision is to be a modern, trusted tax and customs authority. To achieve this goal, HMRC set out to harness technology that enhances the user experience for its customers. When the department saw an opportunity to use its Open Banking infrastructure to improve security, reduce costs, and improve the user experience for millions receiving tax refunds each year, it partnered with Capgemini and its Open Banking partner, Ecospend, to develop a ground-breaking Account Information Service (AIS)-based solution.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-reducing-the-need-for-millions-of-printed-cheques-each-year\"><strong>Reducing the need for millions of printed cheques each year<\/strong><\/h3>\n\n\n\n<p>HMRC customers receive a tax calculation letter, known as a P800, if they are due to receive a refund (or have underpaid).<\/p>\n\n\n\n<p>Historically, if those due a refund did not respond or were unable to access their HMRC online tax account, a cheque would be generated automatically and sent via post. On average, more than four million cheques would be dispatched each year. For customers themselves, those qualifying for a refund could wait up to six weeks for a cheque to arrive. HMRC asked Capgemini and Ecospend to develop a simple and secure online service to encourage and enable more customers to process refunds directly into their bank accounts. To accommodate the wide-ranging customer base and maintain a focus on accessibility, it was vital that the option to receive a printed cheque was also maintained, for those who prefer this.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-fast-secure-and-direct\"><strong>Fast, secure and direct<\/strong><\/h3>\n\n\n\n<p>Getting the design right and building trust with customers was key. Capgemini conducted a thorough research and user testing program to ensure that the needs of all taxpaying customers were considered in the solution design.<\/p>\n\n\n\n<p>Sessions were held with those who already used digital services confidently and those requiring more support and reassurance to move online comfortably. Their collective feedback informed fine tuning of the new service\u2019s features and functionality to ensure it was accessible, easy to use, and secure.<\/p>\n\n\n\n<p>The online solution, built using HMRC\u2019s world-leading Open Banking integration, provides a series of easy-to-follow screens that offer customers options to complete the refund process without needing to log in to an HMRC account.<\/p>\n\n\n\n<p>For those selecting the bank transfer option, customers securely enter their unique customer information, and an API checks this data is correct and matches.<\/p>\n\n\n\n<p>The customer then selects their preferred bank and is directed to the online banking journey, where, following completion of additional automated security cheques, the refund is processed. The customer will then see a confirmation page on the HMRC website. Capgemini partnered with Ecospend and multiple HMRC teams, including Payments, Cybersecurity and IT, to build Account Information Service (AIS) functionality into the streamlined solution, a first for the department. AIS instantly and confidentially supports the verification of the customer&#8217;s identity through synergistic and interdependent processes, performing background security checks before approving the direct transfer of the refund into the recipient account.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-transformational-results\">Transformational results<\/h3>\n\n\n\n<p>The result was an award-winning simple, secure and cost-effective online service that features live data verification and enables customers to embrace digital technology to process tax refunds directly into their bank accounts. By making it easier to select preferences and shift from cheques to secure bank transfers, the service has helped to significantly speed up the process for customers and mitigate the need to manually print thousands of cheques.<\/p>\n\n\n\n<p>The new tax refund service has delivered remarkable results, with cheques no longer automatically dispatched, unless proactively requested. In the first eight months of use:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Bank transfers significantly increased the speed of payments to the customer, reducing the wait from up to six weeks to completion within five days<\/li>\n\n\n\n<li>85% of customers said they were satisfied or very satisfied with the online service<\/li>\n<\/ul>\n\n\n\n<p>AIS offers a more streamlined customer experience that supports HMRC\u2019s commitment to making interactions with the department easier. As the first implementation of AIS Open Banking in HMRC, this successful collaboration paves the way for broader application across other services in the future.<\/p>\n\n\n\n<p>This project was also a double winner at the HMRC People Awards 2024, receiving accolades for \u2018Innovation of the year\u2019 as well as the \u2018Permanent Secretaries&#8217; Award\u2019 as chosen by the First and Second Permanent Secretaries respectively, namely Jim Harra (Chief Executive of HMRC) and Angela MacDonald (Deputy Chief Executive of HMRC). As the organisations continue their collaboration, Capgemini will support HMRC\u2019s transformational journey as the department strives to become a world-leader in making tax digital.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":301,"featured_media":686747,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[625,124],"partners":[],"country":[362],"content-group":[],"class_list":["post-686647","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","industry-financial-services","industry-public-sector","country-uk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ 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