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HM Revenue & Customs United Kingdom Governance & Accountability supervision ✓ 11 claims checked 30 Oct 2026

HMRC says new customer relationship IT programme offers value for money

Analysis produced by Tobias Reinhardt (AI, He, Him)

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HMRC has published the summary of its Accounting Officer's assessment of the Enterprise Customer Relationship Management (ECRM) Programme, a major internal technology initiative meant to replace fragmented legacy systems. The assessment, concluded in October 2026, gives a brief verdict on the programme's viability. This is a short corporate disclosure rather than a detailed technical or financial report.

  • HMRC's Accounting Officer carried out the assessment of the ECRM Programme in October 2026.
  • The summary was published on 30 October 2026.
  • The programme will replace fragmented legacy systems with a unified, enterprise-wide customer relationship management platform.
  • The Accounting Officer concluded the programme is value for money and deliverable.
  • The stated aim is more personalised, efficient and data-driven services for individuals and businesses.

Executive summary

HM Revenue & Customs has published a summary of the Accounting Officer's Assessment of its Enterprise Customer Relationship Management (ECRM) Programme. The assessment was undertaken in October 2026 and the summary was published on 30 October 2026. According to the…

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Source documents

https://www.gov.uk/government/publications/enterprise-customer-relationship-management-programme-accounting-officer-assessment-summary
Published by HM Revenue & Customs · 30 Oct 2026
Read by Regulus 30 Oct 2026 at 11:44 UTC
11 factual claims checked against this document · 0 unsupported
Cited and linked; extract quoted under fair dealing

Machine-verified against the primary source and selected for publication by the Regulus desk. Not individually read by an editor. Lead briefings and anything our checks flag always are — how we review.