HMRC selects Salesforce for tax-service overhaul worth up to £2 billion

HM Revenue & Customs has selected Salesforce for a tax-service overhaul worth up to £2 billion over up to 15 years, the company announced on October 15, 2026. The agreement pairs a consolidation of legacy systems with AI tools intended to help staff handle queries and reduce routine administration.

Connecting a fragmented taxpayer history

Salesforce describes legacy systems and fragmented contact channels as obstacles to smoother tax services. The scale is substantial: HMRC serves more than 34 million citizens and five million businesses, according to the company. Its proposed response is a single platform that connects the information staff need when someone gets in touch.

As HMRC’s strategic customer relationship management provider, Salesforce will bring legacy systems together and create a connected history of each customer’s interactions across contact channels. That history is intended to give caseworkers a common view of previous contacts, rather than leaving those interactions spread across separate channels.

Salesforce says the intended result is clearer information through taxpayers’ preferred channels, fewer repeat contacts and more queries resolved at the first attempt. These are promised improvements, not measured outcomes from the new deployment. The system will combine Agentforce, Public Sector Solutions and Marketing Cloud, underpinned by the company’s Data 360 platform.

AI handles administration and routing

HMRC plans to use Agentforce, Salesforce’s AI agent platform, to automate routine caseworker administration. It will also sort incoming queries and direct complex cases to the appropriate specialists. The stated role is to assist staff with the flow of work, including deciding where a request should go.

Salesforce says these capabilities will operate within tightly governed workflows. Its security commitments include encryption and access controls based on a worker’s role, alongside compliance with UK data protection standards. Those are the supplier’s stated safeguards for a system designed to connect taxpayer information across customer-service interactions.

The deployment is intended to support HMRC’s ambition to deliver 90% of services digitally by 2030. Salesforce also says support for people who need extra assistance will remain part of that approach. The digital target therefore sits alongside an explicit commitment to retain help for those who need it.

Fraud signals and UK delivery partners

UK firm Quantexa will participate in the deployment with tools that connect complex data and identify patterns of fraud. Salesforce says these will provide caseworkers with real-time risk scores and help uncover signals of hidden fraud networks. The intended use is to support HMRC’s efforts to recover uncollected revenue and close the tax gap.

Salesforce has also committed to allocating 15% of its professional advisory services work on the project to UK small and medium-sized businesses. That commitment applies to advisory work, rather than 15% of the agreement’s maximum value. The company says those businesses will help shape and evolve HMRC’s digital platform.

The announcement establishes the supplier, intended platform and planned uses, but leaves the deployment schedule unresolved: Salesforce did not specify when taxpayers or caseworkers would begin using the new system.