Planning

Early Engagement - HMRC Contact Centre as a Service

H M REVENUE & CUSTOMS

  • Contract Timeline

    Publication Date

    26th July 2024 09:03:44 AM

    Planning Deadline

    31st August 2024 22:59:59 PM   Expired

  • Contract Summary

    Early engagement supporting HMRCs development of a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace current legacy services. This requirement shall include: 1) The provision of product licences, future acquisition and development of products and associated add-on products; 2) The provision of service design, implementation and configuration services; 3) The provision of a Run & Support service (inclusive of pro-active maintenance and testing) 4) The provision of ongoing Run & Optimise service (inclusive of an option to provide incentivised Innovation/Service Optimisation) The current intention of the department is to seek future bids from Implementation/Support Partners, in collaboration with Software vendors. This early-stage, informal engagement will support a greater understanding of capable suppliers, test assumptions and share early draft specifications for discussion. Initial Early Engagement shall only be open to suppliers and software vendors by invitation only, at the discretion of HMRC. Software vendors will be invited, where necessary at this stage, based on the ability to offer a solution that can deliver effectively across all CCaaS capabilities with demonstrable evidence and customer examples of the complexity and scale of HMRC. Implementation Partners, where necessary, will be selected based on their specialist capability and ability to deliver Implementation through to Live and Optimise. HMRC reserves the right to expand eligibility as the engagement progresses and a further notice shall be published where required. Procurement is not expected to commence until early 2025 making use of the Competitive Flexible Procedure under the Procurement Act 2023. No further documents are available for suppliers to request and this notice does not serve as an expression of interest. The formal stages of engagement including any expression of interest will follow, where issued, in due course. No registration is necessary or required at this stage

  • Contract Details

    Open Contracting ID

    ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4

    Publication Source

    Contracts Finder

    Procurement Stage

    Planning

    Procurement Method

    N/A

    Procurement Method Details

    N/A

    Procurement Category

    N/A

    Tender Suitability

    SME

    Framework / DPS

  • Contract Classification

    CPV Code(s)

    64213000
    64215000
    64216000
    64227000
    72210000
    72220000
    72250000
    72261000
    72263000
    72265000
    72266000
    72267000
    72268000

    CPV Division(s)

    64 - Postal and telecommunications services
    72 - IT services: consulting, software development, Internet and support

  • Awarding Authority

    H M REVENUE & CUSTOMS

    Buyer Name

    Joe Miller

    Buyer Email

    it-customer-engagement@hmrc.gov.uk

    Buyer Phone

    Buyer Address

    100 Parliament Street

    London

    SW1A 2BQ

    United Kingdom


Planning

Early Engagement - HMRC Contact Centre as a Service

H M REVENUE & CUSTOMS

  • Contract Timeline

    Publication Date

    25th July 2024 17:34:51 PM

    Planning Deadline

    31st August 2024 22:59:59 PM   Expired

  • Contract Summary

    Early engagement supporting HMRCs development of a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace current legacy services. This requirement shall include: 1) The provision of product licences, future acquisition and development of products and associated add-on products; 2) The provision of service design, implementation and configuration services; 3) The provision of a Run & Support service (inclusive of pro-active maintenance and testing) 4) The provision of ongoing Run & Optimise service (inclusive of an option to provide incentivised Innovation/Service Optimisation) The current intention of the department is to seek future bids from Implementation/Support Partners, in collaboration with Software vendors. This early-stage, informal engagement will support a greater understanding of capable suppliers, test assumptions and share early draft specifications for discussion. Initial Early Engagement shall only be open to suppliers and software vendors by invitation only, at the discretion of HMRC. Software vendors will be invited, where necessary at this stage, based on the ability to offer a solution that can deliver effectively across all CCaaS capabilities with demonstrable evidence and customer examples of the complexity and scale of HMRC. Implementation Partners, where necessary, will be selected based on their specialist capability and ability to deliver Implementation through to Live and Optimise. HMRC reserves the right to expand eligibility as the engagement progresses and a further notice shall be published where required. Procurement is not expected to commence until early 2025 making use of the Competitive Flexible Procedure under the Procurement Act 2023. No further documents are available for suppliers to request and this notice does not serve as an expression of interest. The formal stages of engagement including any expression of interest will follow, where issued, in due course. No registration is necessary or required at this stage

  • Contract Details

    Open Contracting ID

    ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4

    Publication Source

    Contracts Finder

    Procurement Stage

    Planning

    Procurement Method

    N/A

    Procurement Method Details

    N/A

    Procurement Category

    N/A

    Tender Suitability

    SME

    Framework / DPS

  • Contract Classification

    CPV Code(s)

    64213000
    64215000
    64216000
    64227000
    72210000
    72220000
    72250000
    72261000
    72263000
    72265000
    72266000
    72267000
    72268000

    CPV Division(s)

    64 - Postal and telecommunications services
    72 - IT services: consulting, software development, Internet and support

  • Awarding Authority

    H M REVENUE & CUSTOMS

    Buyer Name

    Joe Miller

    Buyer Email

    it-customer-engagement@hmrc.gov.uk

    Buyer Phone

    07981139454

    Buyer Address

    100 Parliament Street

    London

    SW1A 2BQ

    United Kingdom


Planning

Early Engagement - HMRC Contact Centre as a Service

H M REVENUE & CUSTOMS

  • Contract Timeline

    Publication Date

    23rd July 2024 13:41:32 PM

    Planning Deadline

    31st August 2024 22:59:59 PM   Expired

  • Contract Summary

    Early engagement supporting HMRCs development of a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace current legacy services. This requirement shall include: 1) The provision of product licences, future acquisition and development of products and associated add-on products; 2) The provision of service design, implementation and configuration services; 3) The provision of a Run & Support service (inclusive of pro-active maintenance and testing) 4) The provision of ongoing Run & Optimise service (inclusive of an option to provide incentivised Innovation/Service Optimisation) The current intention of the department is to seek future bids from Implementation/Support Partners, in collaboration with Software vendors. This engagement will support a greater understanding of capable suppliers, test assumptions and share early draft specifications for discussion. Initial Early Engagement shall only be open to suppliers and software vendors by invitation. Software vendors will be invited based on the ability to offer a solution that can deliver effectively across all CCaaS capabilities with demonstrable evidence and customer examples of the complexity and scale of HMRC. Implementation Partners selected based on their specialist capability and ability to deliver Implementation through to Live and Optimise. HMRC reserves the right to expand eligibility as the engagement progresses and a further notice shall be published where required. Procurement is not expected to commence until early 2025 making use of the Competitive Flexible Procedure under the Procurement Act 2023.

  • Contract Details

    Open Contracting ID

    ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4

    Publication Source

    Contracts Finder

    Procurement Stage

    Planning

    Procurement Method

    N/A

    Procurement Method Details

    N/A

    Procurement Category

    N/A

    Tender Suitability

    SME

    Framework / DPS

  • Contract Classification

    CPV Code(s)

    64213000
    64215000
    64216000
    64227000
    72210000
    72220000
    72250000
    72261000
    72263000
    72265000
    72266000
    72267000
    72268000

    CPV Division(s)

    64 - Postal and telecommunications services
    72 - IT services: consulting, software development, Internet and support

  • Awarding Authority

    H M REVENUE & CUSTOMS

    Buyer Name

    Joe Miller

    Buyer Email

    it-customer-engagement@hmrc.gov.uk

    Buyer Phone

    Buyer Address

    100 Parliament Street

    London

    SW1A 2BQ

    United Kingdom