Programme-level service blueprint for Making Tax Digital
Mapping as-is and to-be customer journeys across the Making Tax Digital programme and bringing them together in a single programme-level blueprint.
1The client
Making Tax Digital is HMRC’s programme to move tax reporting to digital record keeping and quarterly updates for businesses and landlords. It spans many teams, services and software providers.
2The challenge
Each part of the programme understood its own journey, but there was no single view of how a customer moved through the whole thing, where the pain points were, or where different services overlapped or contradicted each other.
The main objectives were to:
- Map the as-is and to-be customer journeys
- Identify pain points and opportunities to optimise processes and interactions
- Create a programme-level blueprint across all Making Tax Digital activities
3Our approach
We mapped the as-is and to-be customer journeys with the teams involved and identified the pain points that caused customers to stall, call or get it wrong. We then built a programme-level service blueprint that connected every activity across the programme, giving leaders and delivery teams one shared picture.
4The results
HMRC has a programme-level blueprint and optimised journeys to plan and prioritise against. Engagement ran from January to June 2025.
