Case Study: HM Revenue & Customs achieves a standard desktop transformation with Capgemini

HM Revenue & Customs - Customer Case Study

HM Revenue & Customs (HMRC), a UK government department, faced the challenge of modernizing its IT infrastructure following a major organizational merger. It needed to deploy a single, standardized desktop platform to 100,000 staff to achieve efficiencies and improve service, requiring a complex, large-scale transformation managed by vendor Capgemini.

Capgemini led the deployment of a new Windows XP-based standard operating environment, upgrading applications and creating a centralized management infrastructure. The results provided HMRC with a modern, resilient foundation, enabling staff flexibility and operational efficiencies without disrupting taxpayers. Measurable impacts included a best-in-class helpdesk with a 71% first-time fix rate and an average 18-second answer speed.

HM Revenue & Customs

Nigel Green

STRIDE Project Director