Enterprise Customer Relationship Management

Government Transformation and Service Delivery

Record date: 31 March 2026

Whole-life cost: £256.8m
Published schedule: 01/04/2025 – 29/03/2030
NISTA delivery confidence: AMBER
Senior responsible owner: Mike Beddington

What the project is for

ECRM will modernise how HMRC understands and supports customers by replacing fragmented legacy systems with a single enterprise CRM platform. This will give staff a complete view of customer interactions, enabling faster, more consistent resolution and simpler services for customers. ECRM will simplify how services are designed and delivered, reduce avoidable contact, strengthen compliance, and cut reliance on ageing systems. It establishes a long-term platform for continuous improvement, enabling HMRC to deliver fully joined-up services at scale.

Departmental delivery commentary

The programme is moving from set-up into active delivery, with commercial activity well advanced and a multidisciplinary delivery model now in place. ECRM has established a single, integrated team focused on delivering priority use cases early, building confidence through real delivery and rapid learning. The focus is now on sustaining a consistent delivery rhythm—securing the core platform, sequencing delivery across services and ensuring business readiness so that capability is adopted and value is realised. This approach prioritises early outcomes while building the foundation for enterprise-wide transformation.

Schedule

ECRM is a phased, multi-year transformation to establish a single core SaaS CRM platform across HMRC while maintaining stable services. Delivery is focused on priority services, enabling early capability to be deployed, tested and refined in live environments. Future phases will scale this approach across the organisation, shaped by procurement outcomes, delivery learning and the sequencing of dependencies across services and systems. This ensures early value is delivered while maintaining control of risk and service continuity.

Cost

Whole Life Cost estimates remain indicative and will be refined as procurement concludes and the delivery roadmap matures. Costs reflect the scale of implementing a core CRM platform, delivering priority use cases and managing the phased transition from legacy systems. Investment is being agreed incrementally in tranches to maintain affordability, value for money and delivery control, with future commitments aligned to confirmed scope, commercial outcomes and demonstrated progress.

Benefits

ECRM will deliver direct benefits from early use cases and enabling benefits as the platform is adopted across services. Clear ownership and attribution are being established, with benefits recognised only where supported by delivery evidence and approved business cases. The benefits position will strengthen as delivery scales, adoption increases and legacy systems are retired. Realising full value depends on sustained business adoption alongside delivery of the core platform capability.