Capgemini, NiCE, Route 101 win HMRC customer service overhaul
LONDON, UNITED KINGDOM — HM Revenue and Customs has selected Capgemini, NiCE, and Route 101 to overhaul its customer service operations in a multi-year program that will consolidate legacy systems into a single cloud-based contact center platform.
According to a report from IT Brief United Kingdom, Capgemini will serve as strategic partner, NiCE will deploy its CXone platform in a UK sovereign cloud environment, and Route 101 will provide implementation services and telephony infrastructure.
HMRC, which administers taxes and customs for all UK taxpayers, operates one of the UK’s largest public-sector contact center networks, handling millions of citizen interactions annually across phone, digital, and correspondence channels.
Capgemini leads AI-powered transformation of UK tax authority
The program will replace HMRC’s legacy contact systems with a digital-first model built on NiCE CXone — incorporating AI-assisted adviser tools, expanded self-service, and multi-channel capabilities.
Capgemini’s scope covers system design, workflow integration, ongoing support, and long-term optimization — making it accountable for platform performance beyond the initial deployment.
Assigning Capgemini accountability beyond the launch phase signals that HMRC is treating this as a managed transformation program rather than a one-time technology procurement.
“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 of Capgemini in the UK.
NiCE CXone delivers sovereign cloud AI for HMRC
NiCE’s CXone platform, deployed in a UK sovereign cloud, will power HMRC’s unified contact center with enterprise AI tools — including NiCE Cognigy AI for real-time adviser support.
Route 101 supplies professional services for platform implementation and telephony infrastructure through Gamma, completing a three-way delivery model across strategy, technology, and infrastructure.
CXone’s sovereign cloud deployment demonstrates that enterprise AI can now clear the security and data residency requirements that kept public-sector contact centers on legacy infrastructure.
“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 of NiCE International.
The HMRC contract reflects a broader pattern in UK government technology procurement — multi-vendor consortiums that split strategic accountability, platform delivery, and infrastructure across specialized partners.
Contact center cloud migration has become a priority for major public sector agencies worldwide, as governments replace aging telephony infrastructure and expand digital service channels to meet citizen demand.
For NiCE, HMRC — one of the UK’s largest government agencies by contact volume — serves as a high-visibility reference for sovereign cloud CXone deployments, strengthening its position in European public sector technology markets.
