The UK’s tax agency has signed a £2.4 billion ($3.2 billion) contract with Salesforce for a new CRM platform, in one of its largest single contracts ever.
HM Revenue & Customs (HMRC) published details of the 15-year contract on 15 October, including the procurement of services such as Agentforce, Data Cloud, Informatica, and Experience Cloud.
"[Salesforce will] unify legacy systems onto a single secure platform, delivering a 360-degree view of taxpayer interactions to enable faster, first-contact query resolution. The platform will equip HMRC teams with real-time taxpayer insights, automated workflows, and AI-assisted tools that significantly reduce manual workloads." Salesforce
At a media roundtable attended by The Stack at this week’s Salesforce World Tour London event, UK&I CEO Zahra Bahrololoumi said HMRC wants to be “the most modern department on the planet,” but has struggled with handling multiple IT platforms.
She said: “They want a higher yield and a more efficient way to attract and deliver a higher yield. They are the government's revenue engine, and there are individuals and businesses that should legitimately be paying tax, but… it’s not necessarily being collected at the rate that it should be.”
The contract began on 30 September 2026 and will last until at least September 2036, with options to extend by a further three years and then a further two years after that up to September 2041.
