Planning

Early Engagement - HMRC Contact Centre as a Service

H M REVENUE & CUSTOMS

This public procurement record has 3 releases in its history.

Planning

26 Jul 2024 at 09:03

Market Engagement Notice
Planning

25 Jul 2024 at 17:34

Market Engagement Notice
Planning

23 Jul 2024 at 13:41

Market Engagement Notice
Summary of the contracting process

H M Revenue & Customs (HMRC) is currently in the planning stage of a tender titled "Early Engagement - HMRC Contact Centre as a Service." This procurement initiative, classified under the category of shared-business telephone network services, aims to establish a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace outdated legacy services. Key milestones include an engagement end date set for 31 August 2024, with the formal procurement anticipated to commence in early 2025 utilising the Competitive Flexible Procedure under the Procurement Act 2023. The project addresses various needs such as product licences, development, service design, implementation, configuration, run and support, and optimisation services. The opportunity is primarily located in the United Kingdom.

This tender provides significant growth prospects for businesses adept in providing comprehensive contact centre solutions, especially those capable of integrating numerous telecommunications functionalities like IP and electronic messaging services. Implementation and Support Partners, in conjunction with Software Vendors, are ideal candidates for this engagement, with a notable emphasis on their proven capability to manage complex and large-scale projects akin to HMRC's requirements. SMEs are explicitly encouraged to participate. Through this early engagement, businesses can gain an understanding of HMRC's expectations, refine their offerings, and position themselves as key partners in this substantial public sector initiative.

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Notice Information

Notice Title

Early Engagement - HMRC Contact Centre as a Service

Notice Description

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

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865
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
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

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

CPV Codes

64213000 - Shared-business telephone network services

64215000 - IP telephone services

64216000 - Electronic message and information services

64227000 - Integrated telecommunications services

72210000 - Programming services of packaged software products

72220000 - Systems and technical consultancy services

72250000 - System and support services

72261000 - Software 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
26 Jul 20241 years ago
Submission Deadline
Not specified
Future Notice Date
31 Aug 2024Expired
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
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

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

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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