04/06/2026
HMRC finalises £500m contract for phone and contact centre system
The major overhaul of HMRC's telephone and customer service centre is set to transform the agency's interaction with taxpayers by implementing a cutting-edge Contact Centre as a Service (CCaaS) system, thanks to a £500 million contract with Capgemini.
Over the next decade, this initiative will migrate HMRC's legacy infrastructure to a cloud-native platform, leveraging AI to enhance customer experience. The new system aims to address the deficiencies of the current outdated setup, which has struggled to meet customer support expectations.
While HMRC is pushing for extensive digitisation of its services with an online-first approach slated for completion within four years, the necessity for efficient phone support and improved record management persists. This transformation is expected to not only streamline operations but also significantly boost customer satisfaction by providing a more responsive and intelligent service experience.