H M Revenue & Customs · Awarded contract
Awarded

Strategic Review of HMRC Customer Contact Services

Awarded 18 Mar 2019

View live tenders
Awarded18 Mar 2019
Value£462,670.00
SupplierAccenture (UK) Ltd
AgencyH M Revenue & Customs
RegionNorth East
CategoryConsultancy & Legal
Ended 7y 5mo ago3mo term
Awarded 18 Mar 2019Expired 6 June 2019

About

H M Revenue & Customs awarded a contract to Accenture (UK) Ltd for a strategic review of HMRC's Customer Contact Services, called off from CCS framework RM6008 (Management Consultancy Framework Two).

The contract, valued at AUD 462,670, involved Accenture working alongside HMRC's Customer Services and Chief Digital and Information Officer's groups to conduct an innovation exercise informing HMRC's contact strategy for 2019 and beyond.

The output was a clear strategy and roadmap to achieve digital first engagement, reduce cost to serve, and provide first contact resolution, covering resource modelling, business process re-engineering, channel optimisation, technology and capability requirements, and continual optimisation, with prioritisation of elements achievable with current capability and realistic timeframes to end state.

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