Introduction
HM Customs and Excise is implementing a major IT-based change programme to improve services and efficiency. While continuing to offer paper-based systems, Customs has Public Service Agreement targets to offer 100% of its services electronically by 2005 and achieve 50% take-up by March 2006. These are Customs' contribution to the wider Government agenda of making all departmental services available on line by 2005 with key services achieving high levels of use. The electronic 'e' programme is aimed at achieving these targets and further improvements in performance and capability in the longer term.
Customs' e-programme is a considerable investment—some £327 million over the ten years to 2010 with a further £250 million for enhancing the Department's existing IT infrastructure under a Private Finance Initiative (PFI) contract with Fujitsu. The e-programme involves developing new ways of working and integrated IT systems including a new website, to deliver a wider range of services electronically. The aim is to generate increased revenue and improve efficiency with better information and analysis to target tax compliance and anti-smuggling work.
Earlier reports from this Committee and our predecessor Committee have recognised the potential benefits in service delivery and operational efficiency achievable through wider use of information technology, while highlighting the risks associated with major IT projects and the need for well managed risk taking. Customs' e-programme is high risk because of the scale of the planned changes.[1]
On the basis of a Report by the Comptroller and Auditor General,[2] we took evidence from Customs on the implementation of the e-programme; the progress made in developing an electronic VAT (e-VAT) service; and Customs' PFI contract with Fujitsu for IT infrastructure.
