Case Study: HM Revenue & Customs achieves smarter debt collection with Capgemini

HM Revenue & Customs - Customer Case Study

HM Revenue & Customs (HMRC), the UK tax authority, faced the challenge of improving its debt collection processes to safeguard public service funding. To more quickly clear or pursue late payments, HMRC partnered with the vendor Capgemini to implement a transformative IT solution, which included the ADEPT analytics system.

Capgemini designed and implemented the ADEPT system, a big data analytics and decision engine that mass-customizes collection strategies based on customer behavior and risk profiles. This solution enabled HMRC to use targeted 'nudge' techniques, such as optimized reminder letters that significantly increased payment rates. The project was delivered on time and on budget, helping HMRC collect an additional £3 billion in debt and win multiple awards for innovation.

HM Revenue & Customs