Salesforce 獲 HMRC 15 年合約，最高價值 £2 billion，推動英國税務服務現代化

Salesforce announced on October 15, 2026, a 15-year strategic agreement with HM Revenue & Customs worth up to £2 billion to modernize the UK’s tax services, making the company the tax authority’s strategic Enterprise Customer Relationship Management (ECRM) provider.

The UK tax system supports more than 34 million citizens and five million businesses, according to the announcement, which said legacy systems and fragmented contact channels have hindered seamless and efficient service for taxpayers.

Contract Terms and Procurement Record

HMRC’s contract details notice, published at 10:00 a.m. on October 15, 2026, under the Procurement Act 2023, names Salesforce UK Limited as the supplier. It records a contract value of £2,000,000,000 excluding VAT and £2,400,000,000 including VAT. The contract was signed on September 30, 2026, and runs to September 29, 2036, with two optional extensions (up to three additional years, then up to two more) that could extend it to September 29, 2041. The notice lists the total duration as 15 years and places the procurement in a main category of services, with classifications for software packages and information systems and for IT services spanning consulting, software development, internet and support.

The procurement used a competitive flexible procedure, and HMRC published a signed and redacted Model Services Contract with the notice, which also records that a conflicts assessment was prepared. Key performance indicators written into the contract require monthly uptime reporting for the supplier’s platform services and separately for Data Cloud services, quarterly page-response-time reporting, and an annual social-value report covering the supplier’s sustainability efforts. Baringa Partners LLP supported HMRC’s commercial function in delivering the procurement, while TLT LLP acted as external legal counsel advising on the contract, the notice states.

The procurement record on the UK government’s Find a Tender service describes the requirement as a software platform with associated professional services: a Software as a Service CRM platform forming part of HMRC’s Enterprise Customer Relationship Management programme.

Core capabilities must be delivered on a first-party basis, meaning software owned or developed by the supplier, and cover marketing and campaign management; customer management; case management; interaction, channel and messaging management; AI; insights; reporting and intelligence; and customer experience through a portal and an app. Additional capabilities may be delivered first- or third-party and span identity, verification and authentication; secure digital exchange communications; fraud; data and integration management; operational management; knowledge management; and non-compliance management. The supplier is also expected to provide an element of professional services to support implementation, which HMRC can call down.

The record shows a pipeline notice published on August 18, 2025, followed by a tender notice on May 27, 2026, a contract award notice on September 8, 2026, and the contract details notice on October 15, 2026.

Platform Stack and Caseworker AI

Salesforce said it will consolidate HMRC’s legacy systems onto a single secure platform that provides a 360-degree view of taxpayer interactions, with the goal of resolving more queries at first contact. The system combines Agentforce, the company’s AI agent platform, with Public Sector Solutions and Marketing Cloud, all underpinned by the Data 360 platform, and is intended to give HMRC a unified record of each customer’s interactions across every contact channel.

Salesforce said HMRC will use Agentforce to support caseworkers by automating routine administrative work, triaging inbound queries and directing complex cases to the appropriate specialists. The AI operates inside tightly governed workflows, and trained HMRC staff retain oversight of every taxpayer decision, the company said. It added that the platform meets strict UK data protection standards, with encryption and role-based access controls built in, and that the capabilities support HMRC’s ambition of 90% digital service delivery by 2030 while preserving support for people who need extra assistance.

Quantexa, SME Commitments and UK Investment

Salesforce said UK decision-intelligence firm Quantexa will collaborate on the deployment, supplying tools that automatically connect complex data and identify fraud patterns. The tools give caseworkers real-time risk scores and surface signals of hidden fraud networks, supporting HMRC’s efforts to recover uncollected revenue and reduce the tax gap. Salesforce has also committed to allocating 15% of its professional advisory services work on the programme to UK small and medium-sized enterprises.

The company pointed to its wider UK commitments, including a $6 billion, five-year investment covering 2023 to 2028 and more than $200 million invested by Salesforce Ventures in UK AI companies. Salesforce said it will also work with schools, employment services and its customer and partner ecosystem to widen access to AI and digital skills, including apprenticeship routes aimed at young people, neurodivergent individuals and underrepresented groups, in support of its commitment with the UK Government to train 10 million workers in AI by 2030.

Executive Statements

Kendall Collins, CEO of Missionforce and Government Cloud, said governments around the world are moving into a period of AI-driven transformation that puts citizens first, and he described HMRC as a global leader demonstrating what is possible when governments pair innovation with a focus on people and trust. He said Salesforce is partnering with HMRC through Missionforce.

Zahra Bahrololoumi, president and CEO of Salesforce UK & Ireland, said the agreement will deliver value beyond technology by supporting the Government’s digital skills agenda, opening routes into technology careers and helping build a more inclusive and skilled digital workforce.