Case Study: HM Revenue & Customs achieves tax administration efficiency improvements with Capgemini Consulting

HM Revenue & Customs - Customer Case Study

HM Revenue & Customs (HMRC) sought to identify opportunities for significant efficiency and performance improvements in its tax administration. Facing a mandate to deliver 25% efficiency savings, the UK tax authority engaged Capgemini Consulting to conduct a detailed international benchmarking study against peer organizations.

Capgemini's solution involved benchmarking HMRC against tax administrations in nine other countries across ten core processes, including debt management and customer contact. This project identified global leading practices and quantified HMRC's relative performance, which enabled the development of targeted action plans for improvement. The study fostered strong interest from all participants for future benchmarking collaboration.

HM Revenue & Customs

Paul Lanser

Project Director