HMRC Partners With Capgemini to Lead Digital Transformation

HM Revenue and Customs has appointed Capgemini to lead a multi-year transformation of its customer experience operations. The project will consolidate legacy systems into a unified cloud-native platform.

The partnership includes NiCE, which provides the CX AI platform and Route 101, which handles specialist delivery. The collaboration aims to deliver digital services to UK taxpayers at scale.

HMRC supports millions of individuals and businesses each year. The department is now moving to a digital-first approach to meet changing citizen needs.

Capgemini will handle implementation, system design, workflow integration and ongoing optimisation. The company will provide continuous support to enable adaptability across the platform.

Strategic partnership approach

Rob Walker, Managing Director at Capgemini in the UK, says: "We are honoured to be selected by HMRC as their strategic partner for this critical transformation programme. This new agreement reflects the strength of our long-standing commitment to HMRC innovation and our ability to deploy complex, large-scale, AI-powered transformation programmes that create tangible value for citizens."

Rob adds the partnership goes beyond technology delivery. He says the focus is on long-term outcomes, innovation and continuous improvement for millions of users across the UK.

The partnership model brings together three companies with distinct capabilities. Capgemini provides transformation expertise, NiCE supplies the AI platform and Route 101 delivers specialist implementation services.

This structure could allow each partner to focus on areas where they hold specific strengths. The approach divides technical responsibilities across multiple teams.

Sovereign cloud deployment

HMRC will use NiCE CXone, an AI-powered customer experience platform, deployed on a UK sovereign cloud. This architecture orchestrates self-service functions and streamlines citizen journeys.

The platform provides contact centre operations with real-time AI-driven insights. The sovereign cloud deployment ensures compliance with UK data security requirements.

Darren Rushworth, President of NiCE International, says: "HMRC serves every taxpayer in the United Kingdom, and the scale and importance of its contact center operations demand a platform built for enterprise-grade performance, security, and AI-led innovation."

Darren says CXone is positioned to help HMRC modernise service delivery and raise the bar for citizen experience. He says the engagement demonstrates the strength of the partner strategy, combining expertise and technology to deliver outcomes at national scale.

Route 101 will provide professional services to implement the NiCE CXone platform and the conversational AI capabilities of NiCE Cognigy. The company will also provide telephony infrastructure through its communications provider Gamma.

This infrastructure is designed to future-proof the network against high traffic volumes. Route 101 will ensure the platform remains resilient and scalable as demand grows.

Improved taxpayer experience

The CX AI solution will offer several benefits to UK taxpayers:

• an intuitive, reliable and responsive service to access support
• streamlined customer journeys with reduced waiting times
• self-service capabilities and choice of channels with seamless switching
• accurate and clear information specific to requirements in all interactions
• personalised and consistent experiences that simplify compliance with tax rules.

HMRC colleagues will receive improved tools and real-time information to handle customer queries. Advisers will have access to knowledge at the right time, with AI helping to guide interactions and reduce errors.

This could allow queries to be resolved more quickly. The changes aim to improve the overall experience for customers.

Fiona Virtue, Head of Public Sector at Route 101, says: "At the heart of this programme is a commitment to better serve the public. By combining technology with human insight, we're helping HMRC create more seamless, accessible experiences that support people and businesses and strengthen confidence in the services that underpin the UK economy."

HMRC will continue to provide targeted support to customers who need it most. This includes the digitally excluded, individuals in vulnerable circumstances and those with more complex enquiries.

The digital transformation will not replace human support channels. The department plans to maintain specialist services for those who cannot use digital platforms.

This two-track approach could allow HMRC to serve both digitally capable users and those requiring personal assistance. The strategy balances automation with human intervention where needed.