An investigation by the National Audit Office (NAO) revealed that the outsourcing contract between HM Revenue & Customs (HMRC) and Concentrix has been terminated due to issues regarding IT.
August 2014, HMRC and Concentrix signed a contract arranging for Concentrix to inspect HMRC‘s tax credit claims in search for instances where awards were granted inaccurately. The three-year contract was anticipated to save HMRC £1 billion.
Unfortunately, in March 2016, HRMC had to significantly decrease its savings forecast to less than half of the original estimate to account for the two month initial delay (due to delays in the development of required IT infrastructure). The NAO report cited three further instances of IT failures Concentrix experienced before the contract was terminated. Concentrix reported a loss of £20.5 million.