After leaving citizens on hold for 798 years, UK tax authority has £1B for CRM upgrade
His Majesty’s Revenue & Customs (HMRC) is on the hunt for a new customer relationship management (CRM) system, armed with a whopping £1 billion budget. This move comes on the heels of severe criticisms regarding their existing customer service practices, which have left citizens in literal hold hell.
Key Points
- HMRC aims to modernise its customer service with a new CRM software-as-a-service (SaaS) platform.
- The expected capabilities include registration, customer management, fraud software, and secure digital exchanges.
- A separate £500 million contract is planned for a Contact Centre as a Service (CCaaS) to improve taxpayer interactions.
- The entire contract could span up to 15 years, indicating HMRC’s long-term commitment to upgrading its systems.
- Recent reports revealed that taxpayers waited a collective 798 years on hold, highlighting the urgent need for this upgrade.
Content Summary
HMRC has announced its intentions to procure a new CRM system aimed at improving interactions with citizens regarding their tax affairs. The pre-procurement notice outlines their need for a platform capable of managing registrations, subscriptions, and customer records, alongside crucial identity verification and secure communication features. The robust budget not only covers the CRM software but also a future CCaaS contract, both essential for enhancing citizen interactions and reducing the overwhelming administrative burden. Given the shocking statistics from the previous fiscal year, where customers were left on hold collectively for 798 years, it’s clear that a revamp is desperately needed.
Context and Relevance
This article sheds light on HMRC’s critical upgrade initiative, which responds directly to years of service criticism. The relevance is sky-high as many citizens have lamented their frustrating experiences with tax inquiries and hold times. As taxpayers increasingly demand efficiency and transparency, this upgrade could mark a significant step toward better government service in the UK.
Why should I read this?
If you’ve ever been left on hold wondering if anyone would ever pick up again, this article shines a spotlight on some serious changes coming down the pipeline for HMRC. With a staggering budget and the rush to modernise, it’s not just about software—it’s about making sure you get the help you need without yet another decade-long wait. Trust me, this is worth your time!