Capgemini will help HMRC modernise citizen services with AI-powered self-service, automation, and personalised customer experiences.
HM Revenue & Customs (HMRC) has selected Capgemini, working alongside NiCE and Route 101, to deliver a large-scale customer experience transformation programme designed to modernise how UK citizens access tax and support services.
The multi-year initiative will support HMRC’s shift toward a digital-first operating model, expanding self-service capabilities and using AI-powered technologies to help citizens access information and support more easily. According to the organisations, the programme will consolidate legacy systems into a unified cloud-native platform designed to improve service delivery, operational efficiency, and customer engagement.
“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,” said Rob Walker, Managing Director, Capgemini UK.
Modernising Citizen Experiences Through AI
The transformation will be powered by NiCE CXone, an AI-driven customer experience platform deployed on a UK sovereign cloud environment. The platform is designed to support intelligent self-service, automate routine interactions, and provide real-time insights that help improve customer service operations.
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Capgemini will lead implementation, integration, workflow design, ongoing support, and platform optimisation, while Route 101 will provide specialist delivery services and communications infrastructure to support resilience and scalability.
According to HMRC, the new platform will enable citizens to access support through their preferred channels, switch seamlessly between interactions, and receive clearer, more personalised information based on their specific circumstances.
Improving Service for Citizens and Advisors
The programme is also designed to support HMRC advisors with improved tools, contextual information, and AI-guided assistance. The organisations said employees will have access to real-time insights that help reduce errors, improve query resolution, and deliver more consistent customer experiences.
Additional capabilities are expected to include reduced waiting times, streamlined customer journeys, enhanced self-service options, and more personalised interactions for individuals and businesses seeking tax-related support.
“HMRC serves every taxpayer in the United Kingdom, and the scale and importance of its contact centre 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,” said Darren Rushworth, President, NiCE International.
The programme reflects growing investment by public sector organisations in AI-powered customer experience platforms that improve accessibility, simplify service journeys, and help citizens interact with government services more efficiently.
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