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Transforming a 1,000 Year Old Organisation

Business Agility Australia 2019

This is the story of how an organisation that can trace its history back to the Domesday Book changed mindsets and transformed itself from within to rise to the challenge of a rapidly changing working world.

Needing to urgently alter how it raised taxes to serve the needs of a more flexible, mobile workforce, HMRC (Her Majesty’s Revenue and Customs, the government department in the UK responsible for raising taxes) chose to transform the organisation one service at a time, using user-centred design, opening its services to third parties, and constantly telling the story of its success as it went.

To make sure its achievements were no flash in the pan, it also created a graduate/apprentice programme to support its digital ambitions in the future, and by fostering a culture of trust and innovation it was able to retain a large percentage of its permanent technical staff - breaking the mould in an industry of rapid churn.