HMRC selects Capgemini, NICE and Route 101 for customer service transformation
HM Revenue & Customs (HMRC) has selected Capgemini, NICE and Route 101 to deliver the next phase of its customer experience transformation programme.
The project will introduce NICE’s CXone cloud platform across HMRC’s customer service operations, replacing legacy technology with AI-enabled contact centre capabilities designed to improve both citizen and adviser experiences. Route 101 will lead implementation and systems integration, helping HMRC introduce digital channels, enhanced call routing and automation across its customer service estate.
The contract represents another significant central government investment in modernising citizen services through cloud technology and AI.
GOV.UK Pay appoints Adyen as new payments partner
The Government Digital Service (GDS) has selected Adyen as the new payment service provider for GOV.UK Pay, supporting the next phase of development for one of government’s most widely used shared digital platforms.
The agreement will see around 900 public sector organisations gradually migrate from Stripe to Adyen, while introducing new capabilities including pay by bank through open banking. Since launching in 2016, GOV.UK Pay has processed more than £9 billion across more than 135 million transactions for central government departments, local authorities, police forces and other public bodies.
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The move highlights government’s continued investment in common digital platforms that can be reused across the public sector.
TXP secures MHRA architecture and cybersecurity contract
Tech consultancy TXP has been awarded a £1.5 million contract to support the Medicines and Healthcare products Regulatory Agency’s digital infrastructure.
The agreement covers enterprise architecture, infrastructure services and cybersecurity, helping the regulator modernise the technology underpinning its operations as demand grows for faster digital services.
The award comes as the MHRA expands its role in supporting innovation across the life sciences sector, including the launch of its London AI regulatory sandbox for medical devices.
Procurement watch
While June was relatively quiet in terms of major tech contract awards, the month’s announcements reveal a consistent direction of travel. HMRC’s investment in cloud-based customer experience, GDS’ continued evolution of GOV.UK Pay and the MHRA’s investment in enterprise architecture all point towards government prioritising modern, shared digital services.
