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Session: iNsights & Solutions

Transforming Customer Engagement at Her Majesty's Revenue & Customs

Date and Location



  • Sarah McMann
    CIO Customer Services
    Her Majesty's Revenue and Customs
  • Simon Haydn-Lee
    Director, UK Government and Public Sector

HMRC has been a Pega customer since 2002, using case management to drive improved tax compliance through reduction of fraud by about 40,000 staff members. Hear how HMRC deployed Pega Customer Service™ to drive improved customer experience and operational efficiencies internally. OECD research suggests unintentional non-payment accounts for 80% of the tax gap which, for HMRC, stands at £35 billion. Looking forward, Pega will enable HMRC to drive compliance upstream by providing real-time nudges and prompts as well as pre-emptive services that will improve voluntary compliance.


Customer Service

Product areas

Customer Service



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