World class IT systems underpin UK tax collection

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.