Contact Centre as a Service (CCaaS)
HMRC (reports to the Treasury) · HMRC_0544_2526-Q2
Department page: HM Treasury
| Data as at | Rating | End date | Whole-life cost |
|---|---|---|---|
| March 2026 | Amber (NISTA's independent assessment) | 29 October 2027 | £571.86m (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 Contact Centre as a Service programme is rated Amber as it moves into mobilisation and discovery following supplier approval. The rating reflects known delivery risks, including maintaining service continuity during transition from legacy systems; ensuring sufficient delivery and integration capacity; achieving business readiness and adoption across operational teams; and dependency on timely deployment to realise benefits. These risks are understood and are being actively managed through phased delivery, strengthened business readiness activity, clear accountabilities, and ongoing governance and assurance. Delivery is being actively managed to maintain control of cost, scope and delivery assumptions, while strengthening capability and business readiness to support successful implementation and adoption. Ongoing assurance and governance arrangements are in place, with actions tracked to completion, providing confidence that the programme remains deliverable and that benefits will be realised as planned.
Schedule: The schedule reflects the completion of procurement activity in line with plan and a continued focus on ensuring a safe and controlled transition from existing contact centre systems. The schedule continues to balance pace with service continuity, allowing sufficient time for implementation, testing and business readiness activities to minimise the risk of disruption to live services.
Cost: The programme continues to deliver within its approved funding envelope. This reflects cost estimates that are consistent with the approved business case and the programme’s current stage, with costs being closely managed as the programme moves from procurement into delivery.
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 →