HMRC Selects Capgemini for £600M Contact Centre Services Contract
HM Revenue and Customs (HMRC) has chosen Capgemini to lead a £600 million contract for a new contact centre platform. This initiative aims to replace outdated telephone helplines with a CCaaS solution, enhancing customer support capabilities and potentially transforming service delivery.
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Capgemini will take the lead on a £600 million deal with HMRC for new contact centre services, effective May 15, 2026. The contract includes subcontractors Route 101 and NiCE Systems, focusing on AI-driven customer service automation.
The procurement process involved 13 bidders, with Capgemini and CGI as the final contenders. HMRC's ongoing effort to modernize its systems follows issues with a previous contact centre service from Odigo.
The agreement is set to last until 2034, with a possible two-year extension. This contract represents a significant commitment to improving taxpayer services amidst scrutiny of HMRC's customer service performance.
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