Case Study: HM Revenue & Customs improves customer service and cuts call times with Capgemini automation

HM Revenue & Customs - Customer Case Study

HM Revenue & Customs (HMRC), the UK's tax authority, sought to improve customer service and operational efficiency through digital transformation. Their challenge was to reduce the time staff spent on repetitive clerical tasks so they could focus more on customer interactions. They partnered with vendor Capgemini to implement Robotic Process Automation (RPA) through the establishment of an Automated Delivery Centre (ADC).

The solution designed and run by Capgemini involved creating RPA dashboards for advisers and automating processes like new employer registrations. This significantly reduced call times by up to 40% and cut the number of clicks needed per call from 66 to just 10. The results were substantial, with 85% of employer applications now processed automatically, leading to an 80% reduction in processing costs and confirmation times for new employers being three times faster.

HM Revenue & Customs