Enterprise Customer Relationship Management (eCRM)
HMRC (reports to the Treasury) · HMRC_0543_2526-Q2
Department page: HM Treasury
| Data as at | Rating | End date | Whole-life cost |
|---|---|---|---|
| March 2026 | Amber (NISTA's independent assessment) | 29 March 2030 | £256.75m (in 2024/25 prices) |
Each year’s cost is shown with its price basis. Costs are not compared between years: the March 2024 and March 2025 reports state no price basis, and from March 2026 costs are in 2024/25 prices.
The department’s commentary
This is the department’s own commentary. It may use different prices from the table above, so its figures may not match.
March 2026
Rating: 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.
Names, figures, dates, ratings and commentary are as the department reported them. Where a rating, cost or date is withheld, the file’s wording is shown. Every major project →