Pegasystems signs new five-year contract with HMRC

Pegasystems, a global provider in enterprise AI decisioning and workflow automation, has further strengthened its relationship with Her Majesty's Revenue and Customs (HMRC), the UK's tax authority, by signing a new five-year agreement. The extended partnership will enhance HMRC's digital transformation journey by expanding the use of Pega's software.

For many years, HMRC has used Pega's software to simplify and personalise the customer experience. The latest agreement will facilitate greater use of Pega's Customer Service and Decisioning software across HMRC. This is hoped to improve the digital and proactive self-service experience for citizens, whilst decreasing complexity for tax advisors.

"Pega is proud to play a part in the success of UK public services, supporting government departments to work smarter, improve collaboration, and transform digitally," said Simon Haydn-Lee, EMEA North Managing Director of Pega Government. He further highlights how Pega's solutions assist departments in creating personalised and efficient interactions for citizens. Pega will continue to support HMRC in improving its digital adoption, simplifying taxpayer interaction, and speeding up benefit payments.

Apart from helping HMRC, Pega software is widely used by many other government departments worldwide to automate large-scale and complex workflows, from the US Census to the Swedish Public Employment Service. The software tackles common departmental dilemmas by intelligently automating processes, speeding up decision-making, minimising backlogs, and detecting fraud in critical spending areas such as grants and benefits.

The company's solution is unlike any other, courtesy of a principle of reusability, which eases the adoption of shared systems and practices. Among the UK government departments that utilise Pega software include the Department for Work and Pensions, Ministry of Defence, Home Office, Department for Energy Security and Net Zero, Department for Environment, Food and Rural Affairs, Department for Education, and Department for Science, Innovation & Technology.

On a global scale, Pega has a rich history in providing government-wide solutions, effectively enabling organisations, including some of the largest governments around the world, to streamline operations, personalise engagement, and automate service.