Case Study: HMRC achieves record digital Self Assessment with Capgemini System & Service Integration

HM Revenue & Customs - Customer Case Study

HM Revenue & Customs (HMRC), the UK tax authority, embarked on an ambitious strategy to digitize its services and transition customers to online channels. Their challenge was to integrate new digital offerings, like the Multi-channel Digital Tax Platform (MDTP), with legacy systems to create a seamless experience, all while managing a complex multi-supplier IT environment. To achieve this, they partnered with vendor Capgemini for system and service integration.

Capgemini implemented a comprehensive solution, defining user journeys, managing technical integrations, and coordinating all suppliers. A critical component was establishing a "Mission Control" center for the peak Self Assessment filing period, which provided real-time monitoring and enabled rapid decision-making. The results were highly successful, with the system supporting a record 8.75 million online submissions. This included nearly a million returns filed in the last two days, with 95% of customer calls answered on the first attempt, demonstrating the reliability and effectiveness of the digital services enabled by Capgemini.

HM Revenue & Customs