HMRC Taps Capgemini to Revamp Taxpayer Services with AI

HM Revenue & Customs (HMRC) is signing a multi-year contract with Capgemini in a major transformation of its customer experience (CX) operations to make navigating the legacy infrastructure a less taxing affair. 

In partnership with NiCE and Route 101, the collaboration aims to deliver advanced digital services at scale to UK taxpayers by consolidating the legacy systems into a unified, cloud-native platform. 

This brings together the transformation expertise of Capgemini, the CX AI platform of NiCE and the specialist delivery strengths of Route 101. 

As one of the largest customer service organisations in the UK, HMRC supports millions of individuals and businesses each year. To meet the evolving needs of citizens, the department is moving to a more digital-first approach. 

Capgemini will support the implementation, system design, workflow integration, ongoing support and continuous optimisation to enable greater adaptability.

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 program. This new agreement reflects the strength of our long-standing commitment to HMRC innovation and our ability to deliver complex, large-scale, AI-powered transformation programs that create tangible value for citizens. 

“In collaboration with HMRC, NiCE and Route 101, we are building a value partnership that goes beyond technology delivery – one that is focused on long-term outcomes, innovation, and continuous improvement for millions of users across the UK.” 

Powering sovereign cloud

To facilitate this digital transformation, HMRC will leverage NiCE CXone, an AI-powered customer experience platform, deployed on a purpose-built UK sovereign cloud. 

This architecture allows the department to orchestrate intelligent self-service, streamline complex citizen journeys and empower contact center operations with real-time, AI-driven insights. 

The sovereign cloud deployment also ensures strict 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.

“CXone is uniquely positioned to deliver on that mandate, helping HMRC modernise service delivery and raise the bar for citizen experience. In partnership with Capgemini and Route 101, this engagement demonstrates the strength of our partner strategy, combining deep expertise and leading technology to deliver meaningful outcomes at national scale.” 

Alongside this, customer experience specialist, Route 101, will play a key role in delivering this transformation. 

The company will provide professional services to implement the NiCE CXone platform and the conversational AI capabilities of NiCE Cognigy.

To ensure the platform remains resilient and scalable, Route 101 will provide critical telephony infrastructure through its communications provider Gamma. This infrastructure helps future-proof the network against high traffic volumes.

Improved outcomes for taxpayers

The CX AI solution will offer a number of diverse benefits to UK taxpayers:

• An intuitive, reliable and responsive service to get the support they need
• Streamlined customer journeys with reduced waiting times
• Self-service capabilities and a choice of relevant channels with seamless switching
• Accurate and clear information specific to their requirements in all interactions
• Personalised and consistent experiences that simplify compliance with tax rules.

HMRC colleagues will also receive better support through improved tools and real-time information to handle customer queries more effectively. 

Advisers will have the knowledge they need at the right time, with AI helping to guide interactions and reduce errors. This allows queries to be resolved more quickly, improving the overall experience for customers.

Fiona Virtue, Head of Public Sector at Route 101, says: “At the heart of this program 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.”

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