Notice Information
Notice Title
Briefing and Early Engagement - HMRC Contact Centre as a Service
Notice Description
HMRC is continuing its early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services. This update marks the next step in the programme, providing additional details for suppliers and inviting participation in an EOI Supplier Briefing Event. Key Information The CCaaS Programme aims to procure a solution encompassing: 1. The provision of product licenses and future acquisition/development of associated add-on products; 2. Service design, implementation and configuration services; 3. Run & Support services, including proactive maintenance and testing; 4. Ongoing Run & Optimise services with an option for incentivised innovation and optimisation The department intends to seek bids from System Integrators (Implementation Partner(s)) in collaboration with CCaaS Software Vendors. Next Steps Two key documents have been made available as part of this notice: 1. CCaaS Programme Briefing Notice - A high-level overview of the programme, including its scope and indicative commercial timelines 2. Supplier Briefing Event Attendance Request Form - Suppliers interested in attending the EOI Supplier Briefing Event must complete and return this form To be invited to the EOI Supplier Briefing Event, suppliers must meet a set of criteria as outlined in the form. Further Details * This stage of early market engagement remains informal and will assist HMRC in understanding market capabilities and refining its specifications * Participation is by invitation only and will be at HMRC's discretion * Procurement under the Competitive Flexible Procedure, in accordance with the Procurement Act 2023, is anticipated to commence in early 2025. Key Dates and Registration * Suppliers wishing to participate must download and complete the Supplier Briefing Event Attendance Request Form by 10th January 2025. Invitations to the EOI Supplier Briefing Event will be issued following a review against the criteria. Disclaimer - This notice is issued as part of HMRC's transparency and engagement processes under the Procurement Act 2023 (PA23), and should be regarded as satisfying part of the statutory requirements prior to the formal launch of the procurement process. - HMRC reserves the right to amend, revise or cancel any part of this engagement, including but not limited to the criteria, scope, timelines or approach outlined in this notice, the CCaaS Programme Briefing Notice or the Supplier Briefing EOI Form. Nothing in this notice or related documents commits HMRC to any specific approach, criteria or timetable. - This notice does not constitute an Expression of Interest (EOI) or the start of the formal procurement process. HMRC reserves the right to amend its engagement approach as the programme evolves. For more information, please see the CCaaS Programme Briefing Notice.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- Market Engagement Notice
- Procurement Type
- Standard
- Procurement Category
- Not specified
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
64 - Postal and telecommunications services
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
48512000 - Interactive voice response software package
48517000 - IT software package
64215000 - IP telephone services
64227000 - Integrated telecommunications services
72220000 - Systems and technical consultancy services
72250000 - System and support services
72263000 - Software implementation services
72265000 - Software configuration services
72266000 - Software consultancy services
72267000 - Software maintenance and repair services
72268000 - Software supply services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 11 Dec 20241 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 10 Jan 2025Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planning
- Lots Status
- Not Specified
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- H M REVENUE & CUSTOMS
- Contact Name
- Joe Miller
- Contact Email
- it-customer-engagement@hmrc.gov.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- LONDON
- Postcode
- SW1A 2BQ
- Post Town
- South West London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI3 Inner London - West
- Small Region (ITL 3)
- TLI35 Westminster and City of London
- Delivery Location
- Not specified
-
- Local Authority
- Westminster
- Electoral Ward
- St James's
- Westminster Constituency
- Cities of London and Westminster
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175
11th December 2024 - Early engagement notice on Contracts Finder
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.
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