HMRC finalises £500m contract for phone and contact centre system

4 Jun 2026

Major overhaul of outdated, legacy telephone and customer service centre at HMRC goes ahead as contract with Capgemini finalised for multimillion pound technology stack

The Capgemini deal is valued at £500m over 10 years and will see the implementation of a brand new Contact Centre as a Service (CCaaS) system at HMRC, providing telephony and contact management, held in the cloud with AI capability.

HMRC said the plan is to roll out the new services over a period of time, rather than a single go live date due to the complexity of the programme.

The new CCaaS system will be introduced in stages, with services moving across over time to ensure a ‘smooth and controlled rollout’, HMRC stressed.

The IT transformation programme will ‘consolidate HMRC’s legacy infrastructure and existing products into a unified, cloud native platform, using AI-powered customer experience’, Capgemini said.

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