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Shared Services Case Studies 1
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Case studies

Shared services


HM Revenue and Customs – finance, HR and procurement shared services operations  



Following the merger of HM Customs and Excise and Inland Revenue in April 2005 to form HM Revenue and Customs (HMRC), the department embarked on a major transformation programme to integrate the back office systems. The programme involved the implementation of an ERP system (SAP) and shared services operations to support finance, human resources and procurement services across the merged departments. It was also seen as key to securing the efficiency savings identified in the Gershon and Lyons reviews.

Alsbridge were asked to provide client-side advisory support reporting to the Programme Steering Group and Senior Responsible Officer, and in particular to provide technical challenge to the department’s consultancy partner providing assurance to the department. Responsibilities included advice in respect of the ERP selection and procurement process, developing the business case and supporting the department through the ERP (SAP) implementation process.

The programme was successfully implemented within the planned twelve months; a major achievement given the scale of the programme and the nature of the transformation required. Typically, the timescale for comparable programmes has been 2-3 years in the public sector.


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