2021 Report details for project: Contact Engagement Programme

Project name Contact Engagement Programme - there is only one report for this project
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Organisation HMRC (D25) - see all reports for this organisation
Report year 2021 (data is from March 2021)
Category Transformation - see all reports for this category
Description: The Customer Engagement Programme (CEP) is the Telephony based programme that over time allows HMRC to transform the way we interact with customers, becoming a more effective and efficient organisation, driving digital take up where appropriate and providing improved tools to support our colleagues to resolve customer contact effectively through a 'once and done' approach.
DCA (RAG) Amber/Red
DCA text: The Infrastructure Project Authority's Delivery Confidence Assessment rating is Amber/red.This is primarily due to the following factors: Overall Programme remains at Amber/Red to reflect issues affecting the Advisor User Interface (AUI). A Taskforce has been established to resolve technical/behavioural issues arising since deployment. HMRC re-affirmed this is a 'must do' Programme and advised funding is largely confirmed easing existing pressures on programme affordability. Additional reviews will ensure the Programme keeps within budget whilst managing both pressures and opportunities. The programme continues to progress to plan with the Delivery Confidence Assessment status expected to improve once AUI issues are resolved.
Start date 2020-05-04
End date 2022-06-30
Schedule text The project end-date is 30 June 2022. This is primarily due to the following factors: The programme is currently on schedule and expects to remain on schedule to its conclusion.
Baseline £31.45m
Forecast £43.57m
Variance 39.00%
Variance text: The budget variance exceeds 5%. The £12.1m overspend in the 2020/21 financial year is being managed with funding diverted from other budgets and arose as a result of increased telephony service, & licencing, costs. The overspend is being covered within existing budgets.
Whole Life Cost £153.66m
WLCost text: The projects Baseline Whole Life Cost is £153.66m. This is primarily due to the following factors: The total life cost of the programme primarily relate to suppliers, IT, live running and dual-running costs during the transition. The total life cost will be monitored and is likely to change as we gain greater clarity on the individual cost components.
Sourcefile IPA_2021.csv

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Acknowledgement: GMPP data has been re-used under the Open Government Licence.