Award

Strategic Review Customer Contact Services

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Award

19 Mar 2019 at 11:31

Award Notice
Summary of the contracting process

The procurement process for the 'Strategic Review Customer Contact Services' has been initiated by HM Revenue & Customs (HMRC) as part of a selective tendering method through a call-off from the CCS framework RM6008. This project aims to create a strategic roadmap for enhancing HMRC's customer contact services. The tender was completed on 15th February 2019, while the contract commenced on 18th March 2019 and will run until 7th June 2019. The total value of the awarded contract is £462,670, focusing on the services industry category, specifically advisory services and analysis within the UK, particularly in the North East region.

This tender presents a significant opportunity for professional services firms, especially those with expertise in customer engagement strategies, customer contact platforms, and digital service improvements. Companies that are well-suited to compete are likely to have a strong background in management consultancy, particularly in customer services transformation. The engagement with HMRC offers potential for growth in the competitive public sector space, where companies can leverage innovative strategies to address public service challenges and enhance operational efficiencies.

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Notice Information

Notice Title

Strategic Review Customer Contact Services

Notice Description

Call off from CCS framework RM6008 (Management Consultancy Framework Two) for a strategic review of HMRC's Customer Contact Services. HMRC is seeking support from a professional services company with proven expertise in the field of customer contact strategy, customer contact platforms and customer engagement. The professional services company will work alongside a team from HMRC (primarily comprising representatives from the Customer Services and Chief Digital and Information Officer's groups) to conduct an 'innovation' exercise to inform HMRC's contact strategy for 2019 and beyond. The output of this work will be a clear strategy and roadmap on how we achieve digital first engagement, reduce cost to serve and provide a first contact resolution to our customer base. The roadmap must cover all lenses; including, but not limited to: resource modelling, business process re-engineering, channel optimisation, the technology and capability required to support delivery and continual optimisation. In addition, the roadmap will prioritise those elements that can be achieved with current capability, detailing clear and realistic timeframes anticipated to get to 'end state' across all disciplines.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/904d8085-488e-4ec2-82d4-9655111c9c72
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

71 - Architectural, construction, engineering and inspection services

CPV Codes

71241000 - Feasibility study, advisory service, analysis

Notice Value(s)

Tender Value
£462,670 £100K-£500K
Lots Value
Not specified
Awards Value
£462,670 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
19 Mar 20196 years ago
Submission Deadline
15 Feb 2019Expired
Future Notice Date
Not specified
Award Date
5 Mar 20196 years ago
Contract Period
18 Mar 2019 - 7 Jun 2019 1-6 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
H M REVENUE & CUSTOMS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SALFORD
Postcode
M60 9LA
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD34 Greater Manchester South West
Delivery Location
TLC North East (England)
Local Authority
Salford
Electoral Ward
Ordsall
Westminster Constituency
Salford

Supplier Information

Number of Suppliers
1
Supplier Name

ACCENTURE (UK

Further Information

Open Contracting Data Standard (OCDS)

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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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