Turning paper forms into reusable digital services
HMRC used common government design patterns to digitise specialist policy services and help teams improve journeys without developer-led iterations.
What HMRC needed to solve
Digitise around 40 paper-based forms to improve control, visibility and operational performance.
Introduce automation to reduce manual processing, cost and fraud risk across low-to-medium volume services.
Deliver around 40 services within a budget of roughly £3 million and tight deadlines.
How Govforms helped
User and business needs were analysed into common workflows such as registration and submitting a return.
A digital services platform reused GDS Design System components and patterns across services.
A front-end tool let content designers, researchers and analysts iterate through Alpha, Private and Public Beta without developer involvement.
What changed
Services delivered 20 times faster than bespoke development, at five times less cost.
Live services achieved customer satisfaction ratings in HMRC's top 5%.
All services were delivered within time and budget, across Alpha, Private Beta and Public Beta.