Case Study: HM Revenue & Customs achieves faster, secure tax refunds with Capgemini

Transforming UK tax payment process for millions of citizens

HM Revenue & Customs (HMRC) wanted a fast, secure, easy-to-use online service to encourage tax refund recipients to receive payments directly into their bank accounts, while still preserving the option of printed checks. Capgemini, working with Ecospend and HMRC teams, helped design the department’s first Account Information Service (AIS)-based solution using HMRC’s Open Banking integration.

Capgemini delivered a streamlined refund service with live data verification, secure bank-transfer options, and simplified user steps that did not require logging into an HMRC account. The result was a faster and more cost-effective process, cutting refund times from up to six weeks to within five days, eliminating automatic check dispatch unless requested, and achieving 85% customer satisfaction with the online service.

HM Revenue & Customs