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Learn how Accenture helped the United Kingdom’s tax authority revamp its IT processes and build internal capabilities to improve government productivity.
To increase productivity and improve customer satisfaction, Her Majesty’s Revenue & Customs (HMRC) wanted to streamline the operations of its IT Solutions department and build internal capabilities. In 2009, the organization partnered with Accenture on a three-year program to improve capabilities in eight key process areas. The goal of this program—known as the Capability Development Program (CDP)—was to help the department achieve a Capability Maturity Model Integration (CMMI) Level 3 certification at the end of the program.
The Accenture team identified current gaps in capabilities, determined the most appropriate improvement strategies and combined the existing HMRC and IT Solutions processes with Accenture’s proven approaches. The goal was to drive best practice behavior across the organization.
With Accenture’s help, IT Solutions was able to speedily achieve CMMI Level 3 certification in March 2012—a year ahead of the timeline.
HMRC’s in-house IT department—IT Solutions—supports a range of business-critical systems and activities related to the organization’s annual tax collection. In line with wider government goals around IT improvement, HMRC wanted to enhance IT Solutions’ ability to deliver projects and create a platform that would underpin the expansion of the department’s capabilities in the future. This initiative was known as the Capability Development Program (CDP) and it covered eight process areas, including:
The goal of the CDP was to achieve a Capability Maturity Model Integration (CMMI) Level 3 certification within a three-year timeframe.
Accenture first defined a road map that covered the eight identified process areas and involved extensive consultations with key staff members and stakeholders to identify gaps in current processes and capabilities.
The Accenture team combined existing HMRC and IT Solutions processes with new approaches to enhance the department’s capabilities.
The project team communicated changes to HMRC staff, launched a comprehensive training program and appointed internal process owners to help implement the change.
As the engagement progressed, Accenture staff progressively handed over control of processes to HMRC personnel to ensure a seamless transition.
As part of a CMMI capability appraisal conducted in March 2011, HMRC’s IT Solutions achieved CMMI Level 2 certification in all the process areas that were in scope of the program. Subsequently, in March 2012, the department was awarded CMMI Level 3 certification a full year ahead of schedule. This meant HMRC had delivered its full change program in two years instead of three.
The CDP was also nominated for a prestigious Management Consultancies Association award in 2013 for Performance Improvement in the Public Sector.
Since the successful completion of the CDP, Accenture has continued to work with IT Solutions in supporting the delivery of a range of programs that harness the department’s improved capabilities.
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