Corporate report
Enterprise Customer Relationship Management Programme Accounting Officer Assessment Summary
This sets out the main points from the HMRC Accounting Officer's Assessment of a major government programme.
In October 2026, HMRC’s Accounting Officer undertook an assessment of the Enterprise Customer Relationship Management (ECRM) Programme.
The programme was established to provide a modern, enterprise-wide customer relationship management capability across HMRC. It will replace fragmented legacy systems with a unified platform, supporting the delivery of more personalised, efficient and data-driven services for individuals and businesses.
The Accounting Officer’s assessment concluded that the programme is value for money and deliverable.