HMRC - Adqura

Business Issue

The UK Tax Authority’s legacy ‘Campaign Manager’ stack was unable to meet the increasing demands for flexibility and intelligent customer interactions in a more customer centric engagements of the future.

The UK Tax Authority sought out Adqura’s expertise in CDH to explore how they could use intelligent decisions to take a more empathetic approach to debt recovery, understanding customer circumstances, using appropriate communication channels, and offering flexible repayment options to help customers manage their debt effectively

Solution

Adqura helped The UK Tax Authority refactor their Campaign Manager solution by introducing PEGA Customer Decision Hub (CDH) for intelligent customer management and decisioning. Key aspects include:

A more empathetic approach to debt recovery
An upgraded business solution that incorporates the latest advancement in AI driven decisions
Centralized decisioning of business queue and action processing rules
Migration and processing of customer debt for different tax regimes
Introduction of a Business Operations Environment for audited campaign management for each tax debt regime Customer Journey
Integration of PEGA CDH into the wider technical landscape
Regular version upgrades (hosted on Pegacloud) to avail the latest product features

Results

Adqura has delivered a highly successful foundation platform for more intelligent and flexible debt collection in the future

In the very first 6 months of go live, Adqura’s implementation of PEGA CDH supported the collection of over £XX million across an initial set of 5 debt regimes.

We are now embarking on the next more ambitious phase of the program to infuse analytics to complement and supplement tax decisions within the strict confines of the regulatory framework while being empathetic to the customer needs and circumstances.