Capgemini wins one other 10-year HMRC deal

Regardless of efforts by the UK authorities to encourage smaller IT corporations to bid for contracts, HM Income & Customs (HMRC) has signed a multi-year contract with Capgemini price £500m to ship contact centre as a service (CCaaS).

Duncan Aitchison, analysis director at TechMarketView, famous that the contract exhibits the IT service supplier’s two-decade-long relationship with HMRC is about to proceed for an extra 10 years.

Final August, as a part of its Enterprise Buyer Relationship Administration programme, HMRC put out a young for a supplier of software program as a service (SaaS) buyer relationship administration to interchange its current system. On the time, HMRC stated it will even be tendering for what it known as “an clever consumer operate” together with system and repair integrators and supplementary software program capabilities.

Capgemini’s function within the contract is help implementation, system design, workflow integration, ongoing help and steady optimisation to allow higher adaptability.

To realize this, will probably be working in collaboration with Good, a supplier of CCaaS, and Route 101, a Good implementation associate. The general objective is to ship a system that expands self-service choices and makes use of applied sciences reminiscent of AI to make it simpler for purchasers to get the data and help they want.

Good is categorised as a pacesetter in Gartner’s Magic quadrant for contact heart as a service report, the place different corporations within the high quadrant embody Genesys, Amazon Internet Companies, Five9 and Talkdesk.

Within the report, Gartner famous that its shoppers are more and more voicing frustration relating to Good’s AI mission deployment instances, which, in accordance with Gartner’s evaluation, usually exceed preliminary expectations. “Purchasers contemplating deploying Good AI capabilities ought to work carefully with their account group to validate the proposed performance, availability of deployment assets and readiness of their very own knowledge surroundings to fulfill deployment commitments,” the analyst warned.

HMRC has recognised the necessity to make its contact centre extra streamlined. In February 2025, the Nationwide Audit Workplace reported that HMRC spent £4.3bn between 2023 and 2024 to gather £829bn of tax.

In response to the HMRC, the brand new system is cloud-native, and can ship improved operations and effectivity positive aspects to fulfill key outcomes together with enhanced digital experiences, smarter automation, and extra seamless buyer interactions.

Seamless buyer intreaction is one thing companies have requested for. The Chartered Institute of Taxation’s survey of members discovered that the inefficiency of HMRC is inflicting issues in companies. Technical officer Lindsay Scott stated: “Our survey highlighted examples of extended and troublesome interactions with HMRC buyer providers to ask for HMRC errors to be corrected. The introduction of a posh instances service might assist to offer an avenue for decision of those troublesome instances, decreasing prices and the destructive affect that these errors have on taxpayers and their companies.”

The contract, which is about to start in August, will see HMRC use the Good CXoneAI-powered buyer expertise platform, deployed on a purpose-built UK sovereign cloud, to orchestrate clever self-service. HMRC stated the platform will allow it to streamline advanced citizen journeys, and empower contact centre operations with real-time, AI-driven insights whereas supporting strict compliance with UK knowledge safety necessities.

Rob Walker, managing director at Capgemini within the UK, stated: “This new settlement displays the energy of our long-standing dedication to HMRC innovation and our capability to ship advanced, large-scale, AI-powered transformation programmes that create tangible worth for residents. In collaboration with HMRC, Good and Route 101, we’re constructing a worth partnership that goes past expertise supply – one that’s targeted on long-term outcomes, innovation and steady enchancment for hundreds of thousands of customers throughout the UK.”

Information integration is vital to seamless and automatic workflows, reminiscent of when streamling contact centre enquiries. 

In Might, HMRC signed a 10-year, £175m contract with Quantexa, which offers a knowledge unification platform to help the modernisation of HMRC’s core knowledge infrastructure. In response to Quantexa, it will give HMRC a clearer, linked view of its knowledge to enhance efficiency, assist determine tax in danger, and strengthen management. It additionally lays the groundwork for superior AI capabilities and helps wider transformation efforts reminiscent of extra seamless customer support.