{"id":74431,"date":"2026-10-15T10:14:48","date_gmt":"2026-10-15T09:14:48","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=74431"},"modified":"2026-10-15T10:16:51","modified_gmt":"2026-10-15T09:16:51","slug":"salesforce-selected-by-hmrc-to-modernise-tax-services-for-uk-citizens-and-businesses","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2026\/10\/15\/salesforce-selected-by-hmrc-to-modernise-tax-services-for-uk-citizens-and-businesses\/","title":{"rendered":"Salesforce Selected by HMRC to Modernise Tax Services for UK Citizens and Businesses"},"content":{"rendered":"\n

Up to 15-year strategic agreement to streamline services for over 39 million citizens and businesses, deploy AI-assisted support, and train UK workers.<\/em><\/p>\n\n\n\n

\n\n\n\n

LONDON \u2013 15 October\u00a0<\/strong>\u2014<\/strong> Salesforce, the #1 AI CRM, today announced a landmark 15-year, up to \u00a32 billion strategic agreement with HM Revenue & Customs (HMRC) to modernise services and transform customer service experience for UK taxpayers.<\/p>\n\n\n\n

As HMRC\u2019s strategic Enterprise Customer Relationship Management (ECRM) provider, Salesforce will unify legacy systems onto a single secure platform, delivering a 360-degree view of taxpayer interactions to enable faster, first-contact query resolution. The platform will equip HMRC teams with real-time taxpayer insights, automated workflows, and AI-assisted tools that significantly reduce manual workloads. Together, these capabilities directly support HMRC\u2019s ambition for 90% digital service delivery by 2030 while maintaining crucial support for those who need extra assistance.<\/p>\n\n\n\n

\n

Governments around the world are entering a new era of transformation powered by trusted AI \u2014 one that puts citizens first, makes public services simpler to access and more seamless.<\/p>\n\n\n\n

Kendall Collins, CEO Missionforce and Government Cloud<\/strong><\/p>\n<\/blockquote>\n\n\n\n

\u201cGovernments around the world are entering a new era of transformation powered by trusted AI \u2014 one that puts citizens first, makes public services simpler to access and more seamless,\u201d said Kendall Collins, CEO Missionforce and Government Cloud.<\/strong> \u201cHMRC is a global leader demonstrating what\u2019s possible when governments embrace innovation with people and trust at the centre. Through Missionforce, Salesforce is proud to partner with a forward-thinking organisation like HMRC to modernise critical systems, unlock the potential of AI, and deliver better outcomes at scale for the people they serve.\u201d<\/p>\n\n\n\n

A modern, connected tax experience for 39 million taxpayers<\/strong><\/h2>\n\n\n\n

The UK tax system is one of the nation\u2019s most widely used public services, supporting more than 34 million citizens and five million businesses. However, legacy systems and fragmented channels have made it challenging to deliver seamless and efficient services to taxpayers.<\/p>\n\n\n\n

The new system, which will leverage Agentforce<\/a>, Public Sector Solutions<\/a>, and Marketing Cloud<\/a>, is underpinned by Salesforce’s trusted Data 360<\/a> platform. It will provide HMRC with a single, connected view of each customer\u2019s interaction history across every customer contact channel. For taxpayers, this delivers clearer information through their preferred channels and eliminates repetitive contacts. For HMRC, it provides a unified customer profile, enables faster query resolution and higher rates of first-contact resolution, for the first time.<\/p>\n\n\n\n

To power this transformation, HMRC will adopt Agentforce \u2014 Salesforce’s trusted, AI agent platform \u2014 to assist caseworkers by automating routine administration, triaging inbound queries, and routing complex cases to the right specialists. Operating within tightly governed workflows, these AI capabilities increase operational capacity while ensuring human oversight from trained HMRC staff remains integral to every taxpayer decision.<\/p>\n\n\n\n

Salesforce\u2019s platform adheres to strict UK data protections standards, with robust encryption, and role-based access controls built-in across every interaction to ensure data remains secure.<\/p>\n\n\n\n

Partnering with UK businesses<\/strong> <\/h2>\n\n\n\n

Salesforce is deeply committed to driving UK economic growth and fostering a strong network of local partners\u2014a promise backed by its $6 billion, five-year investment<\/a> in the UK (2023\u20132028). In addition, Salesforce Ventures<\/a> has invested over $200 million specifically in UK AI companies.<\/p>\n\n\n\n

As part of the HMRC project, UK decision-intelligence firm Quantexa will collaborate on the deployment to provide tools that automatically connect complex data and spot patterns of fraud. This gives HMRC caseworkers real-time risk scores and uncovers signals of hidden fraud networks, directly supporting HMRC\u2019s efforts to recover uncollected revenue and close the tax gap.<\/p>\n\n\n\n

Salesforce has also committed to allocating 15% of its professional advisory services work to UK small and medium-sized enterprises (SMEs), ensuring local businesses play a direct role in shaping and evolving HMRC\u2019s digital platform.<\/p>\n\n\n\n

Nurturing digital skills across the UK<\/strong><\/h2>\n\n\n\n

As the UK solidifies its position as a global AI leader, realising the full value of artificial intelligence requires building national capability and workforce confidence, so no one is left behind. As part of this mission, Salesforce will collaborate with schools, employment services, and its customer and partner ecosystem to expand access to AI and digital skills across the country.<\/p>\n\n\n\n

This initiative provides pathways to AI fluency and inclusive careers \u2014 including apprenticeship routes focused on young people, neurodivergent individuals, and underrepresented groups. These efforts directly support Salesforce\u2019s broader commitment<\/a> with the UK Government to train 10 million workers in AI by 2030.<\/p>\n\n\n\n

\n

HMRC provides essential services to millions of individuals and businesses, collecting the revenue that funds public services and supporting economic growth. This transformation is vital to helping power the UK’s success.<\/p>\n\n\n\n

Zahra Bahrololoumi CBE, President & CEO of Salesforce UK & Ireland<\/strong><\/p>\n<\/blockquote>\n\n\n\n

\u201cHMRC provides essential services to millions of individuals and businesses, collecting the revenue that funds public services and supporting economic growth. This transformation is vital to helping power the UK’s success,\u201d said Zahra Bahrololoumi CBE, President & CEO of Salesforce UK & Ireland<\/strong>. \u201cTechnology is only one part of the value this contract will deliver. By directly supporting the Government\u2019s digital skills agenda, we have an opportunity to open doors to high-growth tech careers, expand access to AI capabilities, and help build a more diverse, skilled digital workforce for the entire nation.\u201d<\/p>\n\n\n\n

Learn more: <\/strong><\/h2>\n\n\n\n