11/06/2026
Big step forward for HMRC – Will 20 mins waiting time on a phone be a history - hmm?
Great to see major investment in modernising HMRC’s customer service infrastructure, with a £500m, 10-year partnership with Capgemini now confirmed.
Moving from legacy systems to a cloud-based, AI-enabled Contact Centre as a Service (CCaaS) platform should deliver a more resilient, efficient, and user-friendly experience for taxpayers.
A phased rollout makes sense given the scale, and if delivered well, this could signifi-cantly improve how individuals and businesses interact with HMRC.
The tax community will be watching closely, but this feels like a long-overdue and very positive move.