HM Revenue and Customs (HMRC) has agreed a multi-year contract with a consulting and digital transformation firm in line with its goal of becoming more digital-first.
The deal will see Capgemini, alongside customer experience company NiCE and cloud software provider Route 101, help HMRC with system design and workflow optimisation with the goal of improving the customer experience for taxpayers.
Capgemini will also provide post-deployment assistance including technical support and continuous optimisation.
HMRC will also deploy NiCE’s AI-powered customer experience (CX) platform, which Capgeimi said will bring diverse benefits to UK taxpayers, including streamlining tax processes for UK citizens, reducing waiting times for assistance, and providing HMRC contact centre workers with live advice on customer interactions.
In the announcement, Capgemini stated that the CX platform will be deployed on a “purpose-built UK sovereign cloud”.
Route 101 will act as the delivery partner for the platform.
Rob Walker, managing director at Capgemini in the UK, said the firm is honoured to have been selected as a strategic partner for this digital transformation programme.
“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,” he added. “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.”
Capgemini has previously signed contracts with the Home Office, Department for Education, and Department for Science, Innovation and Technology across several government digital transformation schemes. In 2025, it also partnered with SAP and the French AI developer Mistral to offer generative AI for highly-regulated industries.
