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    ContractsServiceNow Case and Knowledge Management System for HMRC Unity Programme
    Awarded contract

    ServiceNow Case and Knowledge Management System for HMRC Unity Programme

    Awarded
    £1.4m
    Published 19 Aug 2026

    HMRC seeks a contractor to design and implement a ServiceNow platform for case and knowledge management across HR, Finance, and Procurement functions with full integration and transition support.

    🇬🇧United KingdomPublished 19 Aug 2026· 1 months agoviaContracts Finder
    Awarded
    £1.4m
    Published 19 Aug 2026

    Decision brief

    4 fields
    • Contract value
      £1,417,804
      Pounds sterling
    • Tender closed
      15 Jul 2026
      3 months ago
    • Sector
      IT & Software
      Browse related listings
    • Location
      🇬🇧United Kingdom

    Suppliers

    1 supplier
    • CU
      CAPGEMINI UK PLC
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published 1 months ago.

    19 Aug 2026Today15 Jul 2026

    Brief

    HM Revenue & Customs (HMRC) is seeking a contractor to design, build, and prepare for implementation a ServiceNow-based case management and knowledge management system for the Unity Programme. The project scope includes: discovery and requirements analysis, ServiceNow portal development, configuration of case management for HR, Finance, and Procurement functions, integration with existing SAP and ServiceNow environments, implementation of identity and access management controls, comprehensive testing, knowledge transfer to internal teams, and transition support. This is an end-to-end engagement covering the full lifecycle from initial design through to operational readiness, enabling HMRC staff to manage cases and access organizational knowledge more efficiently through a unified digital platform.

    Track record

    44 awards · 29 winners
    Open field

    No single supplier dominates the field.

    In it software, H M REVENUE CUSTOMS has awarded 44 contracts to 29 suppliers.

    Who wins here
    1. CAPGEMINI UK PLC6× · 14%
    2. IBM UNITED KINGDOM LIMITED4× · 9%
    3. Equal Experts UK Ltd2× · 5%
    4. SYNYEGA LIMITED2× · 5%
    5. XMA LIMITED2× · 5%
    6. Equal Experts2× · 5%

    +23 more suppliers

    Across it software, the most active winners are SOFTCAT PLC, PHOENIX SOFTWARE LTD, INSIGHT DIRECT UK LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View on sourceContracts Finder

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    contractsfinder.service.gov.uk
    Record ID
    2781660c-f048-419e-97c7-09e81ff45117-911234

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    Buyer
    H M REVENUE CUSTOMS
    Sector
    IT & Software