en.Wedoany.com Reported - HM Revenue & Customs (HMRC) has signed a multi-year contract with Capgemini to significantly transform its customer experience (CX) operations, aiming to streamline processes reliant on legacy infrastructure. The collaboration also includes NiCE and Route 101, with the goal of consolidating legacy systems into a unified cloud-native platform, thereby delivering advanced digital services at scale to UK taxpayers. This partnership integrates Capgemini's transformation expertise, NiCE's AI-powered customer experience platform, and Route 101's specialist delivery capabilities.
As one of the UK's largest customer service organizations, HMRC supports millions of individuals and businesses each year. To meet the evolving needs of citizens, the department is shifting towards a more digital-first approach. Capgemini will be responsible for supporting system implementation, design, workflow integration, ongoing support, and optimization to enhance system adaptability.
Rob Walker, Managing Director at Capgemini UK, stated that the company is honored to be selected as a strategic partner for this transformation project. He noted that the new agreement reflects Capgemini's ability to deliver on its long-term commitment to innovation at HMRC, as well as its strength in delivering complex, large-scale, AI-driven transformation projects. Through collaboration with HMRC, NiCE, and Route 101, this partnership will extend beyond technology delivery, focusing on delivering long-term outcomes, innovation, and continuous improvement for millions of users across the UK.
To advance this digital transformation, HMRC will deploy the NiCE CXone platform. This AI-driven customer experience system operates on a purpose-built UK sovereign cloud. The architecture enables the department to orchestrate intelligent self-service, simplify complex citizen inquiry journeys, and empower contact center operations with real-time AI insights. The sovereign cloud deployment also ensures strict compliance with UK data security requirements.
Darren Rushworth, President of NiCE International, stated that HMRC serves every UK taxpayer, and the scale and importance of its contact center operations require a platform built for enterprise-grade performance, security, and AI-led innovation. He believes CXone is uniquely positioned to fulfill this mission, and through collaboration with Capgemini and Route 101, this initiative will help HMRC modernize service delivery and raise the standard of citizen experience.
Customer experience specialist Route 101 will provide professional services in realizing this transformation, responsible for implementing the NiCE CXone platform and NiCE Cognigy's conversational AI capabilities. To ensure the platform remains resilient and scalable, Route 101 will also provide critical telephony infrastructure through network provider Gamma to handle high traffic volumes.
This HMRC transformation aims to deliver several improved outcomes for taxpayers, including: providing intuitive, reliable, and responsive services to access the support needed; streamlining customer journeys and reducing wait times; enabling self-service capabilities, relevant channel choices, and seamless transitions; delivering accurate and clear information across all interactions tailored to specific needs; and offering personalized and consistent experiences that simplify compliance with tax rules. HMRC employees will also benefit from improved tools and real-time information support, with advisors gaining the knowledge they need at the right time, while AI helps guide interactions and reduce errors, enabling faster resolution of inquiries and improving the overall customer experience.
Fiona Virtue, Head of Public Sector at Route 101, noted that the core of this project is a commitment to better serving the public. By combining technology with human insight, they can help HMRC create more seamless and accessible experiences, supporting individuals and businesses, and enhancing confidence in the services that underpin the UK economy.
Despite the acceleration of digitalization, HMRC will continue to provide targeted support for customers who need it most, such as those digitally excluded, individuals in vulnerable situations, or those with more complex inquiries.
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