HM Revenue & Customs
100 Parliament St,
London, SW1A 2BQ,
United Kingdom
London, SW1A 2BQ,
United Kingdom
44 30 0200-3300
Government
HM Revenue & Customs Technographics
HM Revenue & Customs Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by HM Revenue & Customs and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 67500 HM Revenue & Customs employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that HM Revenue & Customs has purchased the following applications: SAP ERP ECC 6.0 for ERP Financial in 2004, In-House ATS for Applicant Tracking System in 2005, Ruby Live Chat for Chatbots and Conversational AI in 2021 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems HM Revenue & Customs is running and its propensity to invest more and deepen its relationship with SAP , In-House Applications , ServiceNow or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing HM Revenue & Customs revenues, which have grown to $9.46 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for HM Revenue & Customs intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
x
HM Revenue & Customs Tech Stack and Enterprise Applications
HM Revenue & Customs ERP
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| SAP | Legacy | SAP ERP ECC 6.0 | ERP Financial | ERP | n/a | 2004 | 2004 |
In 2004 HM Revenue & Customs implemented SAP ERP ECC 6.0 as its core financial system, deploying the application to support ERP Financial functions for the organization. The SAP ERP ECC 6.0 implementation was scoped to address corporate finance, procurement and invoicing services that underpin HMRC financial operations, aligning the application with enterprise accounting and procurement workflows.
The SAP ERP ECC 6.0 deployment encompassed standard ERP Financial modules including financial accounting, accounts payable, accounts receivable and invoicing orchestration, with configuration focused on public sector chart of accounts and procurement-to-pay process control. The implementation emphasized transactional finance processing, supplier invoice processing and procurement master data governance consistent with large-scale ERP Financial requirements.
Integrations were implemented with SAP Ariba as part of the procurement and supplier collaboration layer, with Capgemini delivering both SAP ERP and SAP Ariba services under a single engagement. Operational coverage included HMRC finance, procurement and invoicing services across the United Kingdom, with system ownership aligned to central finance and procurement functions.
Governance and sourcing were established through a wider IT services contract with Capgemini that commenced on 1 July 2004 and was scheduled to end on 30 June 2020, with an option to extend to 30 June 2022. The annual contract value for the period July 2018 to June 2019 was £322,414,164, and HMRC is currently considering all procurement options for the post contract end date.
|
|
|
|
|
Expense Management | ERP |
|
2019 | 2019 |
|
HM Revenue & Customs HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| In-House Applications | Legacy | In-House ATS | Applicant Tracking System | HCM | n/a | 2005 | 2005 |
In 2005, HM Revenue & Customs deployed an In-House ATS as an Applicant Tracking System to centralize application intake and vacancy publishing. The In-House ATS was embedded on the HMRC careers website to capture external applicant flows and present live vacancies to candidates.
The implementation focused on standard Applicant Tracking System capabilities including job requisition management, online application forms, candidate screening queues, configured hiring workflows, interview scheduling, and automated candidate communications. The In-House ATS was configured to support role-based approvals and recruiter dashboards to manage the candidate lifecycle from application through shortlisting.
Architecturally the solution was an internally developed application hosted on HMRC infrastructure, integrated with the public careers portal for vacancy posting and application ingestion. Operational coverage centered on HR and recruitment teams across HMRC, providing centralized control of vacancy authoring, candidate data capture, and tracking of recruitment activities.
Governance emphasized process standardization and auditability, with workflow controls for hiring manager sign-off, recruitment compliance checkpoints, and access controls for sensitive candidate data. Recruitment process changes included formalized vacancy approval gates and structured candidate progression, aligning the Applicant Tracking System with civil service hiring rules.
|
|
|
|
|
HR Service Delivery | HCM |
|
2019 | 2020 |
|
|
|
|
|
Payroll | HCM |
|
2005 | 2005 |
|
|
|
|
|
Time and Attendance | HCM |
|
2005 | 2005 |
|
|
|
|
|
Workforce Management | HCM |
|
2016 | 2016 |
|
HM Revenue & Customs AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Ruby | Legacy | Ruby Live Chat | Chatbots and Conversational AI | AI-Powered Application | n/a | 2021 | 2021 |
In 2021 HM Revenue & Customs deployed Ruby Live Chat on its public website as a Chatbots and Conversational AI solution. The Ruby Live Chat implementation is delivered as a web-embedded chat interface to support citizen facing assistance across HMRC online service pages, providing a persistent front end for automated and human assisted conversations.
Configuration emphasizes Chatbots and Conversational AI capabilities, including automated conversational flows for routine inquiries, live agent handoff, canned response libraries, and transcript capture to support contact centre workflows. Operational scope centers on digital services and contact centre functions, with HMRC digital teams governing conversation content, escalation rules, and data handling for web channel customer interactions.
|
|
|
|
|
Chatbots and Conversational AI | AI-Powered Application |
|
2020 | 2020 |
|
HM Revenue & Customs Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Analytics and BI | Analytics and BI |
|
2018 | 2018 |
|
|
|
|
|
Data Warehouse | Analytics and BI |
|
2015 | 2015 |
|
|
|
|
|
Process Mining | Analytics and BI |
|
2006 | 2007 |
|
HM Revenue & Customs Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Audio Video and Web Conferencing | Collaboration |
|
2015 | 2015 |
|
HM Revenue & Customs eCommerce
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
eCommerce | eCommerce |
|
2022 | 2022 |
|
HM Revenue & Customs CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Call Center | CRM |
|
2021 | 2021 |
|
|
|
|
|
Call Tracking and Recording | CRM |
|
2010 | 2010 |
|
|
|
|
|
CRM | CRM |
|
2019 | 2019 |
|
|
|
|
|
Customer Experience | CRM |
|
2015 | 2015 |
|
|
|
|
|
Customer Support | CRM |
|
2020 | 2020 |
|
|
|
|
|
Customer Support | CRM |
|
2019 | 2019 |
|
|
|
|
|
Interactive Voice Response (IVR) | CRM |
|
2021 | 2021 |
|
|
|
|
|
Marketing Automation | CRM |
|
2017 | 2017 |
|
HM Revenue & Customs ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
IT Service Management | ITSM |
|
2019 | 2020 |
|
HM Revenue & Customs PPM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Project Portfolio Management | PPM |
|
2022 | 2022 |
|
HM Revenue & Customs Procurement
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Procurement | Procurement |
|
2024 | 2024 |
|
|
|
|
|
Sourcing | Procurement |
|
2024 | 2024 |
|
HM Revenue & Customs TRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
AML, Fraud and Compliance | TRM |
|
2016 | 2016 |
|
|
|
|
|
Treasury Management | TRM |
|
2019 | 2019 |
|
HM Revenue & Customs PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Extract, Transform, and Load (ETL), Data Replication | PaaS |
|
2016 | 2016 |
|
HM Revenue & Customs IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Application Hosting and Computing Services | IaaS |
|
2017 | 2017 |
|
|
|
|
|
Content Delivery Network | IaaS |
|
2021 | 2021 |
|
HM Revenue & Customs CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Identity and Access Management (IAM) | CyberSecurity |
|
2018 | 2018 |
|
|
|
|
|
Identity and Access Management (IAM) | CyberSecurity |
|
2018 | 2018 |
|
HM Revenue & Customs Professional Services
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Professional Services | Professional Services |
|
2023 | 2023 |
|
IT Decision Makers and Key Stakeholders at HM Revenue & Customs
| First Name | Last Name | Title | Function | Department | Phone | |
|---|---|---|---|---|---|---|
|
|
Officer, Fraud Investigations | Manager | Finance | |
|
|
|
Compliance Officer | Manager | Finance | |
|
|
|
Compliance Officer | Manager | Finance | |
|
|
|
Chief Security Officer | CXO | Finance | |
|
|
|
Compliance Officer | Manager | Finance | |
|
|
|
Compliance Officer | Manager | Finance | |
|
|
|
AML Compliance Officer | Director | Legal | |
|
|
|
Chief Technology Officer | CXO | IT | |
|
|
|
Head of Infrastructure Strategy and Architecture | Director | Finance | |
|
|
|
Head of Architecture - Securing our Technical Future Programme | Director | Finance | |
|
|
|
CIO | CXO | Finance | |
|
|
|
Chief People Officer | CXO | HR | |
|
|
|
Head of Data Analytics | Director | IT | |
|
|
|
Chief Digital Information Officer | CXO | IT | |
|
|
|
Head of SAP Business Solutions | Director | IT | |
|
|
|
Chief Digital Officer | CXO | IT | |
|
|
|
Head of Data, Analysis & Statistics | Director | Finance | |
|
|
|
Director of People, Capability and Change | Director | HR | |
|
|
|
CIO: Corporates, Customer Strategy and Tax Design | CXO | Customer Service | |
|
|
|
Customer Services: Future Design | CXO | Customer Service | |
|
|
|
Director General, Customer Services Group | Director | Customer Service | |
|
|
|
Director General, CDIO, Chief Digital and Information Officer | Director | IT | |
|
|
|
Head of Customer Insight | Director | Customer Service | |
|
|
|
Director, Customer Services Group | Director | Customer Service | |
|
|
|
Director, Customer Service Group | Director | Customer Service | |
|
|
|
Customer Experience Senior Leader | Manager | Customer Service | |
|
|
|
Customer Experience Lead | Manager | Customer Service | |
|
|
|
Deputy Director, Customer Excellence | Director | Customer Service | |
|
|
|
Head of Business Services - Digital Engagemen | Director | IT | |
|
|
|
Senior Officer : Finance Systems and Process | Director | IT | |
|
|
|
Finance Director, Chief Digital & Information Officer's Group (CDIO) | Director | IT | |
|
|
|
SAP S4 HANA Product Manager | Manager | IT | |
|
|
|
Head of IT Delivery | Director | IT | |
|
|
|
Head of Finance Systems Business Change | Director | IT | |
|
Apps Being Evaluated by HM Revenue & Customs Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from HM Revenue & Customs IT executives and key decision makers. This section highlights HM Revenue & Customs's latest recorded technology evaluations, including Synthesia for AI Video and Voice Generator on 2026-01-22, Microsoft 365 Copilot for Generative AI Platforms on 2026-01-14, and ZenML for MLOps Platforms on 2025-11-10. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the HM Revenue & Customs digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
|---|---|---|---|---|---|---|
| 2026-01-22 | HM Revenue & Customs | Evaluated | Synthesia | Synthesia | AI Video and Voice Generator | AI-Powered Application |
| 2026-01-14 | HM Revenue & Customs | Evaluated | Microsoft | Microsoft 365 Copilot | Generative AI Platforms | AI Development |
| 2025-11-10 | HM Revenue & Customs | Evaluated | ZenML | ZenML | MLOps Platforms | AI Development |
| 2025-08-20 | HM Revenue & Customs | Evaluated |
|
|
Core Banking | ERP Services and Operations |
| 2025-03-31 | HM Revenue & Customs | Evaluated |
|
|
Expense Management | ERP |
| 2025-03-31 | HM Revenue & Customs | Evaluated |
|
|
Legacy System | Legacy |
| 2025-03-06 | HM Revenue & Customs | Evaluated |
|
|
Core Banking | ERP Services and Operations |
| 2025-03-05 | HM Revenue & Customs | Evaluated |
|
|
Payroll | HCM |
| 2025-02-05 | HM Revenue & Customs | Evaluated |
|
|
CRM | CRM |
| 2025-01-09 | HM Revenue & Customs | Evaluated |
|
|
Customer Experience, Call Center | CRM |
FAQ - APPS RUN THE WORLD HM Revenue & Customs Technographics
HM Revenue & Customs is a Government organization based in United Kingdom,
with around 67500 employees and annual revenues of $9.46 billion.
HM Revenue & Customs operates a diverse technology stack with applications such as
SAP ERP ECC 6.0, In-House ATS and Ruby Live Chat,
covering areas like ERP Financial, Applicant Tracking System and Chatbots and Conversational AI.
HM Revenue & Customs has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as SAP, In-House Applications and Ruby.
HM Revenue & Customs recently adopted applications including
SAP Ariba in 2024, SAP Ariba Sourcing in 2024 and Kyndryl IT Modernization in 2023,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of HM Revenue & Customs’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates HM Revenue & Customs’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete HM Revenue & Customs technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.