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Digital Delivery Unpackaged

A guide to establishing a digital delivery capability, based on HM Revenue and Customs and Accenture experience.


Based on its learnings over the last two years, HM Revenue and Customs (HMRC), together with Accenture, has developed a comprehensive and practical guide for other public and private sector organisations on the activities needed to mobilise, operate and scale an internal digital delivery capability.

“Digital delivery unpackaged: A practical guide to establishing a digital delivery capability” offers a proven framework for the development of an internal digital delivery capability. It provides detailed guidance on the principles and enablers for successful digital delivery, as well as pragmatic step-by-step advice on the activities necessary to set-up, operate, continuously improve and scale a digital delivery capability.

This manual shares the value of Accenture and HMRC’s experience. It is targeted at programme managers. It can be used to help both public and private sector organisations explore their own approach to successfully developing high-class digital delivery capabilities and public-facing services.

Download the Summary Overview

10 principles for digital delivery success

digital delivery centre

Since November 2013 Accenture has teamed with HMRC to mobilise and operate the agile Digital Delivery Centre in Newcastle (DDCN). The centre houses a delivery team of more than 250 people responsible for delivering HMRC’s new digital services. The DDCN is HMRC’s largest centre, and has been used as a blueprint for HMRC’s other centres in Telford, Yorkshire and Worthing.

The Newcastle DDCN has delivered more than 15 new public facing services in its first two years of operation. These include:

An online tax credits service which led to 400,000 less telephone calls.

A personal tax account service which holds all tax information for an individual in one place for the first time.

A digital service to administer tax-free childcare for 12 million working parents.

Newcastle Digital Delivery Centre timeline


Continuous Improvement Programme


For more information on digital delivery please contact:

Mark Larsen

Accenture Managing Director for the
HMRC Account

Dominic Pia

Accenture Consulting Manager