HM Revenue & Customs has selected Capgemini as the lead supplier for a £600m contract to deliver a new generation of contact centre services.
First outlined in 2024, the programme aims to replace HMRC’s ageing telephone helplines with a modern Contact Centre as a Service (CCaaS) platform, supporting both voice calls and webchat. Following a competitive procurement process, Capgemini—already a long-standing partner to the department—has been chosen to lead the delivery of the new system.
The contract, due to begin on 15 May, will also involve two subcontractors. These include Route 101, a Bristol-based SME that recently secured a major deal to provide contact centre services for the Department for Work and Pensions, and NICE Systems, which specialises in AI-powered customer service automation.
Although HMRC had previously indicated it would prioritise large-scale providers, smaller firms such as Route 101 have still secured roles through subcontracting. Earlier procurement requirements stated that bidders needed at least £150m in annual CCaaS revenues, and that the £75m-per-year contract could not account for more than 10% of a supplier’s total CCaaS business. While Capgemini’s annual turnover approaches £20bn, Route 101 reported revenues of £21m in its most recent accounts.
Procurement documents show that 13 companies initially expressed interest in the contract. Of these, five were invited to submit tenders, three progressed to the demonstration stage, and two reached final negotiations. CGI was the unsuccessful bidder at the final stage.
Under the agreement, Capgemini will provide a full end-to-end solution, including platform licensing, system design and implementation, ongoing support and maintenance, and continuous service optimisation with scope for future innovation and transformation.
