Case Study: HM Revenue & Customs boosts IT support and user satisfaction with Capgemini’s Single IT Service Centre

HM Revenue & Customs - Customer Case Study

HM Revenue & Customs (HMRC) needed a reliable way to ensure its staff could quickly resolve IT issues to maintain productivity in its critical role of collecting UK taxes. Partnering with Capgemini under the Aspire contract, the challenge was to provide a single, effective point of contact for user support and problem management across a vast and complex IT estate.

Capgemini implemented a centralized IT Service Centre (ITSC) to act as the single point of contact for HMRC staff. The solution featured a knowledgeable agent team, integrated service management, and proactive problem resolution. This approach yielded significant results for HMRC, including a 69% first-call resolution rate, 98% user satisfaction, and an 80% reduction in business hours lost to IT problems over three years, demonstrating the tangible impact of Capgemini's service.

HM Revenue & Customs