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HMRC Customer Relationship Management

HM Revenue & Customs

This public procurement record has 6 releases in its history.

Tender

18 Jul 2025 at 12:59

UK4 - Tender Notice
PlanningUpdate

08 Jul 2025 at 10:24

UK3 - Planned Procurement Notice
Planning

02 Jul 2025 at 14:22

UK3 - Planned Procurement Notice
PlanningUpdate

02 Jun 2025 at 16:37

UK2 - Preliminary Market Engagement Notice
PlanningUpdate

29 Apr 2025 at 08:56

UK2 - Preliminary Market Engagement Notice
Planning

22 Apr 2025 at 10:23

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

HM Revenue & Customs (HMRC) is currently in the tender stage for a substantial IT services contract titled "HMRC Customer Relationship Management," based in London. This procurement falls under the Software Package and Information Systems category and involves the acquisition of Software as a Service (SaaS) customer relationship management (CRM) capabilities. The procurement process employs a Competitive Flexible Procedure, as outlined in the Procurement Act 2023. Suppliers interested in the opportunity need to express their interest by 13 August 2025, with the final award expected by 1 May 2026. The total estimated contract value is £2 billion, with potential extensions that could run up to 15 years, starting from 2026, ensuring a long-term partnership in the development and implementation of CRM solutions.

This tender presents significant growth opportunities for businesses specialising in CRM solutions, particularly those capable of delivering core and additional capabilities such as marketing management, AI, fraud prevention, and secure digital communications. The invitation allows for innovation and product demonstration, catering to IT vendors, software developers, and consultation firms with expertise in CRM and foundational IT support services. Given HMRC's focus on enhancing customer interactions and streamlining service delivery, companies demonstrating robust technical and economic capacities will be well-placed to benefit from participating in this high-value procurement process.

How relevant is this notice?

Notice Information

Notice Title

HMRC Customer Relationship Management

Notice Description

As part of the Authority's Enterprise Customer Relationship Management Programme, it is seeking a supplier to provide Software as a Service Customer Relationship Management. There will likely be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities. The requirement for this procurement covers the following capabilities: * Marketing & Campaign Management * Customer Management * Case Management * Interaction, Channel and Messaging Management * AI * Insights * Reporting & Intelligence * Customer Experience (Customer Portal and App) * Identity, Verification & Authentication * Secure Digital Exchange Communications (SDEC) * Fraud * Data & Integration Management * Operational Management * Knowledge Management * Non-Compliance Management Certain capabilities are required to be delivered on a First Party basis, specific details are provided within the CoP document. Suppliers are also expected to provide an element of professional services to support implementation.

Lot Information

Lot 1

Options: Additional CRM Licences, associated capabilities, and Professional Services. This could include future innovation and elements of the vendors development roadmap within the scope of CRM. Should a contract be awarded, it shall be awarded on a non-exclusive basis and the Authority reserves the right to enter into agreement with other suppliers for the same or similar services.

Renewal: The Authority anticipates a 10 year initial period with optional extensions taking the total contract length up to 15 years. Extensions will be exercised at the discretion of the Authority.

Planning Information

In early April, HMRC undertook informal market engagement to explore the core CRM capabilities in the market. This exercise helped the department consider what capabilities are standard in the market and what supplementary lots were likely to be needed to ensure effective competition in a fair and transparent manner. The next step in the market engagement will be a virtual initial supplier briefing session on 6th May to allow HMRC to provide a high-level view on the vision, requirements, and procurement approach. A further session will take place on 13th May where HMRC will go into the requirements in a greater level of detail. To receive the invitation to these events, suppliers will need to be registered on the HMRC instance of SAP Ariba and provide the details of their account to HMRC. Upon the provision of these details, HMRC will invite the supplier to the event on Ariba to provide details of those who will be attending the virtual session. As part of this activity, a Non-Disclosure Agreement (NDA) will need to be signed by suppliers in order to attend the briefing session. After this briefing session, all suppliers will have the opportunity to provide feedback on the content covered at the briefing session via the SAP Ariba event. HMRC also intend to share core tender and contractual documentation for feedback through the messaging portal in the Ariba event in the coming weeks. The deadline for feedback for these document drops will be set out when the documents are shared. Registration on HMRC's instance of SAP Ariba: If you are not already registered, the registration link is: http://hmrc.sourcing-eu.ariba.com/ad/selfRegistration As part of the registration process you will receive a system generated email asking you to activate your SAP Ariba supplier account by verifying your email address. Once you have completed the activation process you will receive a further email by return confirming the 'registration process is now complete' and providing you with 'your organisation's account ID' number. If an email response from HMRC is not received within one working day of your request, please re-contact sapariba.hmrcsupport@hmrc.gov.uk (after first checking your spam in-box) notifying non-receipt and confirming when your registration request was first made. Once you have obtained 'your organization's account ID' number, please email Christopher.edwards@hmrc.gov.uk and copy in jessica.goodwin1@hmrc.gov.uk with your: • Your organisation's HMRC SAP Ariba account ID • Your organisation name • Your name • Your email address • Your telephone number. Once you have complied with the foregoing you will receive an e-mail confirming access to the e-sourcing event. Further information about HMRC's procurement tool SAP Ariba, a Suppliers Guide and general information about supplying to HMRC is available on the HMRC website: www.hmrc.gov.uk/about/supplying.htm If you have already registered on SAP Ariba then you may also need to re-register on HMRC's SAP Ariba in order to be added to the event.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-050568
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/041282-2025
Current Stage
Tender
All Stages
Planning, Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME
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
£2,000,000,000 £1B-£10B
Lots Value
£2,000,000,000 £1B-£10B
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Jul 20251 years ago
Submission Deadline
8 Aug 2025Expired
Future Notice Date
14 Jul 2025Expired
Award Date
Not specified
Contract Period
1 May 2026 - 30 Apr 2036 Over 5 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
HM 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
Postcode Area
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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