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.