Transforming Customer Engagement at Her Majesty's Revenue & Customs

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.