Hmrc

HM Revenue & Customs

Exploring models of front and back office integration Final report May 2011

The views expressed in this report are those of the authors’ and do not necessarily represent those of HM Revenue and Customs. © Crown Copyright 2011 Copyright in the typographical arrangement and design rests with the Crown. This publication may be reported free of charge in any format or medium provided that it is reproduced accurately and not used in a misleading context. The material must be acknowledged as Crown copyright with the title and source of the publication specified. Published by HM Revenue and Customs, November 2011 www.hmrc.gov.uk

Exploring models of front and back office integration

Contents

Contents

List of tables .......................................................................................................................... 1  List of figures ......................................................................................................................... 1  1  2  3  4  5  6  Executive summary ........................................................................................................ 2  Introduction..................................................................................................................... 6  Findings: rationale for change ........................................................................................ 9  Findings: design choices .............................................................................................. 14  Findings: transition issues ............................................................................................ 23  Lessons learned ........................................................................................................... 29 

Appendix A: Discussion Guide ............................................................................................ 31  Appendix B: Bibliography...