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Customer centricity creates new job opportunities

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In HMRC digital over the last few months, we’ve been changing the way we operate to improve our service for both our internal and external customers. I’d like to tell you a bit more about why we’ve made these changes, and why they are creating some exciting opportunities to join our organisation at a senior level.

Being a ‘trusted partner’

It’s been nearly two years since we successfully exited an outsourced IT contract and regained control of our own IT. Since then, we’ve been reflecting on the value that we want to bring to the organisation as IT, digital and security specialists.

We very much see our value as being that of a ‘trusted partner’, not just a tech provider. This is exciting as it takes many of the conversations we're having with internal customers much deeper. We’re showcasing what technology can achieve and bringing a view on what HMRC could be doing with tech to better support our customers and colleagues.

We firmly believe that a great employee experience allows us all to give a great customer experience, and we happen to be in a unique position to understand the technology that is around today, as well what’s on the horizon, that will enable us to deliver that great experience.

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Our new operating model

Perhaps some of that sounds obvious, and, to an extent, we have done that in the past. But we’ve made some changes to how we work in order to cement our role as trusted partners.

Until recently, the teams in our network of digital delivery centres operated as a discrete part of our IT organisation, designing and delivering services for our customers and handing them over on completion. As part of our new model, we've reorganised around our internal customers and brought all of the teams supporting their services from end to end into one place.

For our key internal customers, this means all of the people who support them are now in one multi-disciplined and customer-aligned team. We believe this will mean much greater collaboration within the IT organisation and, ultimately, a highly improved service for our users.

We will really have become trusted partners, working on a new level within HMRC when we deeply understand not just what our internal customers want, but what they really need because we understand the nature of their business so much better.

So, how is it going?

Well, we’re still bedding in, and changes are happening in phases, so we can test and learn as we go. However, early feedback from our internal customers has been very positive so far: they have already appreciated the more direct links they have with HMRC digital colleagues.

New ways of working means new opportunities

Our new model has opened up many new opportunities for people to come and join us in our exciting transformation. I have four Head of IT Business Services roles in my team which are already open for application. Each one is offered with a choice of location and a competitive salary.

Over the next few weeks and months, we will be advertising even more new roles, which can all be found on our current vacancies page.


Check out our current vacancies. They're updated regularly so worth keeping an eye on.

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