Restore Digital was selected to manage the contract for HM Revenue and Customs’ (HMRC) communications services, valued at up to £140 million
Sector: Government
HM Revenue and Customs (HMRC) is the UK's tax, payments, and customs authority, with a vital mission to collect taxes that fund public services and to provide financial support to individuals and families. HMRC is committed to ensuring tax compliance while actively combating fraud. Serving both individuals and businesses—41 million and 8 million, respectively—HMRC plays an essential role in securing the nation's fiscal health by collecting over £814 billion in tax revenues annually.
Solution
Restore Digital will oversee the management of outbound print, email, and messaging services, alongside handling inbound mail and scanning operations. This collaboration focuses on embedding innovation and transformation at the core of the service offering, and supporting HMRC’s digital strategy.
The outbound communication strategy aims to optimise data handling and standardise print formats to reduce costs, whilst the inbound strategy employs cloud-based data capture to streamline the processing of customer mail. Additionally, the approach to messaging offers flexibility in choosing between digital and print mediums, ensuring cost-effective communication and a seamless customer experience across channels.
Long-Term Impact and Innovation
Since 2014, Restore’s digital mailroom for HMRC processes over 35,000 mail items per day within 36 to 48-hour SLAs, handling 5-6 million scanned images per month.
This technology enables the ‘correct routing’ of mail within HMRC without the need for manual intervention, significantly streamlining operations.
Key Facts
- Over decade partnership with HMRC
- £140 million contract
- 5-6 million scanned images per month
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