Case Study about Managing successful change: IT service transformation at HMRC
Introduction: HM Revenue & Customs (HMRC) is at the heart of UK government, with 38 million individual customers and 4.5 million business customers. Critical to the successful provision of public services, the department ensures the safe movement of goods into and out of the UK, collects around £469 billion in tax and pays out about £40 billion. The department delivers 640 different IT services, ranging from small-business development applications to the extensive systems needed to support a range of specific tax-assessment processes.
Background: The 2010 spending review signalled one of the most demanding and ambitious periods of change faced by HMRC in recent history. A 25% reduction in IT spend was expected by 2014-15, in parallel with increasing demands on quality and performance and wide-ranging legislative changes. Also, a new platform was needed to process 800,000 payments per day, to be set up without disrupting HMRC’s business, or its customers.The project would be undertaken within the Aspire contract with the IT services supplier Capgemini. ITIL® best practices for IT service management were already embedded within HMRC, and robust change and release processes would underpin every aspect of the implementation.
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