Planning

RFI - Digital Engagement Platform

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Planning

15 Jul 2022 at 14:13

Planning Notice
Summary of the contracting process

H M Revenue & Customs (HMRC) is planning a procurement process for a Request for Information (RFI) focused on a Digital Engagement Platform aimed at enhancing customer service through advanced technologies, including Artificial Intelligence. This initiative falls within the IT services industry, classified under CPV code 72000000, and is based in London, UK. The estimated value of the engagement is £5,000,000. Interested suppliers must register through HMRC's SAP Ariba eSourcing tool and express their intent to participate by emailing Matthew Taylor at the provided address. The pre-market engagement activity is scheduled to commence the week of 18th July 2022, with further notices expected by 30th September 2022.

This procurement presents a significant opportunity for businesses involved in IT services, particularly those specialising in software development, cloud-based solutions, and customer engagement technologies. Companies that can provide scalable platforms for webchat, digital assistants, and analytics capabilities will be particularly well-suited to compete. The project aligns with HMRC's 'Digital First' strategy, promoting an innovative approach to customer interaction, which may result in substantial growth opportunities for successful bidders in the rapidly evolving digital services market.

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Notice Information

Notice Title

RFI - Digital Engagement Platform

Notice Description

The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market. HMRC's Digital Engagement Platform (DEP) already supports millions of customers through the provision of customer support by developing and optimising Digital Assistants/Conversational User interface and webchat capability and we'll soon be trialling asynchronous messaging (both technically and operationally). As part of HMRC's 'Digital First' Strategy, we will continue to transform how we engage with our customers and grow this capability - enabling self-service and digital containment to reduce telephony demand.

Lot Information

Lot 1

The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market. HMRC are currently reviewing our requirement for the future 'Platform as a Service' for provision of webchat, digital assistant/Conversational User Interface (CUI), asynchronous messaging and a supporting reporting and analytics capability from a 'cloud-based' solution. The department's vision is to provide an omni-channel, flexible approach to customer contact - providing customer service solutions that meet demand in a way that works both for customers and our contact centre model. Additional information: This PIN is not a call for competition. HMRC would like to invite potential suppliers to participate in a pre-market engagement activity during the period week commencing 18th July 2022. If you are interested, please see section "VI.3. Additional information" and email matthew.taylor5@hmrc.gov.uk the information required that is noted in section VI.3 to be invited to the Request For Information and view the RFI document.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-03529d
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/019445-2022
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planning Notice
Procurement Type
Standard
Procurement Category
Services
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

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

CPV Codes

48000000 - Software package and information systems

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£5,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
15 Jul 20223 years ago
Submission Deadline
Not specified
Future Notice Date
29 Sep 2022Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
H M REVENUE & CUSTOMS
Contact Name
Matthew Taylor
Contact Email
matthew.taylor5@hmrc.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
LONDON
Postcode
EC3R 6EE
Post Town
Central 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
City of London
Electoral Ward
Billingsgate
Westminster Constituency
Cities of London and Westminster

Further Information

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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