Case study: HM Revenue & Customs Self Assessment Online :: PublicTechnology.net :: e-Government & public sector IT news + job vacancies:

This case study was a nominee in the e-Government National Awards 2007.

Award category: 2) Central e-Government excellence: Take-up & usage growth - Sponsored by Atos Origin
(Delivering high & growing take-up of an e-enabled service through effective service delivery & marketing).

HM Revenue & Customs Self Assessment Online

HM Revenue & Customs
Information Management Solutions
www.hmrc.gov

"HMRC Self Assessment Online is a tremendous success for eGovernment and HMRC in particular. This year Self Assessment surpassed unprecedented demand with an improved customer experience.

HMRC successfully managed an overall 45% year-on-year uplift in online self assessment filings and an increase of almost 100% over the peak period up to 31st January 2007. This remarkable increase verified the confidence of taxpayers in the security, availability, speed, accuracy and efficiency of processing over paper-based filing. This success is a direct consequence of major investment by HMRC improving current services and introducing new online services combined with intense Marketing & Advertising."

"The SA Online Service aims to:
a) reduce the administrative burden of form-filling on individuals and businesses,
b) provide a robust service that allows customers to securely submit their return 24/7
c) cut clerical processing costs and customer contact costs within HMRC
d) progressing the national eGovernment agenda and specifically the recommendations to HMRC in Lord Carter's 2006 Review of HMRC Online Services HM Revenue & Customs achieved each of these aims which are evident by the dramatic increase in uptake from January 2006 to January 2007 - achieving a 45% increase in the number of self assessment tax returns successfully filed online. 2.89 million online returns were received - an increase of 45% against 2006.

? 302,093 online returns were received in the last two days against 161,000 in 2006 (+87%).
? On peak day, 31 January 2007, HMRC processed around 14,571 returns per hour, compared to 8,700 in 2006. There were no reported service failures during the three days leading up to the deadline on 31st January 2007. Final statistics were accurate to within 10% of HMRC forecasts.

Forecast data for the Self Assessment online peak was collated and analysed, which identified and prioritised many initiatives to prepare for predicted increased volumes. New infrastructure and software, using the latest technology and industry best practice for high volume usage, was placed in a new Data Centre that provided higher availability, stability and scalability.

For 2007/2008 a further increase of 38% is forecasted.

HMRC knew that it was not enough to provide a great online service. It also had to enlighten the users about it. HMRC conducted an effective television campaign using the respected celebrity Adam Hart-Davies, participated in 31 events and exhibitions across the UK in 2006, and supported these activities with new customer help lines and information packs."

"1.
Lord Carter of Coles ?I am most impressed that with a 45% increase, the system coped so well. You and your team deserve much credit for what you have achieved. Please pass on my congratulations.?
2. From 'Computing' 12 February 2007 'Talk to people who've used the system and they tend to give you glowing reports. Kate Hammer of PR company Tannissan Mae used it for the first time last year: ?It saved me the frantic rush to the Euston Road Inland Revenue office on a bitter January evening. The previous year I faced queues so long I had to hand my envelope to a stranger or risk leaving my daughter stranded at her nursery.?
3. From 'Computer Weekly ' 6th February 2007 ?During the filing peak, the HMRC website was processing more than 6,000 returns each hour - more than a 100 every minute, and almost two per second. ?"

"Aspire is HM Revenue and Customs' (HMRC's) contract with Capgemini for the provision of IT services. The contract initially involved only the Inland Revenue and replaced the contracts it had with EDS and Accenture for IT services and National Insurance Recording System (NIRS2) respectively. Following the merger of Inland Revenue and HM Customs & Excise in 2005, the latter's IT services contract with Fujitsu was incorporated within Aspire in April 2006."

Background: e-Government National Awards
The e-Government National Awards 2007 recognise 2007's "best of the best" strategies, achievements, teams and individuals in UK public sector web, ICT & e-Government services. The Awards were presented on 22nd January 2008 by Minister Gillian Merron MP. Prime Minister the Rt Hon Gordon Brown MP joined the awards dinner via video link. Watch the Prime Minister's speech on YouTube at this link

Platinum sponsor was KPMG.
Also sponsors were O2, the Office of Government Commerce, the Planning Portal and Atos Origin.

The Awards were supported by the Government Chief Information Officer (Cabinet Office), the Society of Information Technology Management (Socitm), and SOLACE (Society of Local Authority Chief Executives and Senior Managers).