Case Study: HM Revenue & Customs improves UK tax IT reliability with Capgemini

HM Revenue & Customs - Customer Case Study

HM Revenue & Customs (HMRC), the UK's tax authority responsible for managing over £400 billion in revenue annually, required a world-class IT infrastructure to ensure the robust, secure, and efficient operation of its critical systems. Their challenge was to prevent service disruption and reduce costs year-on-year. They partnered with vendor Capgemini through the Aspire contract, a 10-year agreement for IT outsourcing and service management.

The solution delivered by Capgemini involved the industrialization of infrastructure, standardization of service management, and the creation of the Ecosystem@HMRC governance model to manage partner relationships. This focus on continuous improvement and risk mitigation resulted in a 70% reduction in lost workstation hours and a 76% drop in system hours lost. Capgemini successfully managed over 1,200 annual software releases while missing fewer than 3% of their over 500 Service Level Agreement targets, delivering significant efficiency and system reliability for HMRC.

HM Revenue & Customs

Lord Carter

Author of Government-Commissioned Review