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HMRC Contact Centre as a Service (CCaaS)

H M Revenue & Customs

This public procurement record has 7 releases in its history.

Award

24 Aug 2026 at 15:48

UK7 - Contract Details Notice
Award

02 Jun 2026 at 12:02

UK7 - Contract Details Notice
Award

27 Apr 2026 at 12:00

UK6 - Contract Award Notice
TenderUpdate

29 May 2025 at 18:48

UK4 - Tender Notice
Tender

29 May 2025 at 17:37

UK4 - Tender Notice
Planning

21 May 2025 at 17:41

UK3 - Planned Procurement Notice
Planning

28 Apr 2025 at 13:50

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

HM Revenue & Customs procured a Contact Centre as a Service (CCaaS) solution to replace its legacy contact-centre services across the UK. The requirement combines CCaaS software and product licences, future add-on capabilities, service design, implementation and configuration, and ongoing run, support, maintenance, testing, optimisation, innovation and transformation services. It is a substantial public-sector IT and telecommunications service requirement, covering interactive voice response, IP telephony, integrated telecommunications, software and related consulting and support. Additional purchases may include CCaaS licences, associated capabilities, professional services and software-related products. The work is for HMRC’s contact-centre operation and is delivered across the United Kingdom.

The procurement is complete and one contract was awarded to Capgemini UK PLC. HMRC used a selective competitive flexible procedure with five stages: conditions of participation, initial tenders, product validation, negotiation and final tenders. Thirteen suppliers initially responded; five submitted initial tenders and two submitted final tenders. The award date was 27 April 2026, and the contract was signed on 26 May 2026. Its value is £500 million excluding VAT, or £600 million including VAT. The contract runs from 26 May 2026 to 25 May 2034, with two possible one-year extensions to 25 May 2036. Evaluation used price and quality through a Price per Quality Point approach: functional requirements, qualitative questions, social value and product validation. The contract includes additional-purchase options.

This procurement indicates that HMRC selects large, established systems integrators able to combine contact-centre software, telecommunications and implementation expertise under one prime contract. A credible competitor would need to design and configure a replacement CCaaS platform, integrate it with existing systems, demonstrate practical use cases and meet functional and non-functional requirements. It would also need the capability to provide product licences, ongoing service operation, proactive maintenance, testing, support and continual optimisation, with capacity for innovation and transformation. The competition required staged evidence of technical capability, financial viability, qualitative performance and social value, followed by negotiation and final pricing. The selected delivery model also involved specialist ecosystem partners, including a CCaaS software vendor and another subcontractor. Relevant suppliers should therefore be able to lead complex public-sector technology programmes and manage supporting partners at scale.

How relevant is this notice?

Notice Information

Notice Title

HMRC Contact Centre as a Service (CCaaS)

Notice Description

Provision of an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. The CCaaS Programme aims to procure a solution encompassing: 1. The provision of product licenses and future acquisition/development of associated add-on products. 2. Service design, implementation and configuration services. 3. Run & support services, including proactive maintenance and testing. 4. Ongoing optimisation of services with the potential for innovation and transformation The procurement process conducted was as follows: Phase 1 - Conditions of Participation - Participants = 13 Suppliers who registered interest in participating in the CCaaS procurement were issued a Conditions of Participation Questionnaire. This included compliance questions, Financial Viability Risk Assessments and several qualitative questions. 13 responses were submitted. Evaluation was conducted against this questionnaire with the top scoring 6 responders being invited to submit initial tenders. Phase 2 - Invitation to Submit Initial Tender - Participants = 5 The top scoring 6 bidders were invited submit initial tenders inclusive of qualitative questions, functional and non-functional requirements, and initial pricing model. 5 initial tenders were submitted by the closing date. An initial Price Per Quality Point (PQP) score was calculated, with the top 3 bidders being taken through to the following Product Validation exercise. Phase 3 - Product Validation Stage - Participants = 3 The 3 highest scoring bidders were invited to participate in a Product Validation Stage. This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation. Phase 4 - Negotiation - Participants = 2 The down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase. Phase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2 Following negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. The top placed scoring bidder has been selected as the Preferred Bidder. NOTICE - This is a duplicate notice to allow the uploading of redacted contract documents. Only one contract has been awarded following the outcome of this procurement.

Lot Information

Lot 1

Options: Additional CCaaS Licences and associated capabilities, and Professional Services

Renewal: The period of the agreement for the HMRC Contact Centre as a Service (CCaaS) is an initial term of 8 years (96 months), with extension options of 2 x 1 years (24 months); this provides a maximum duration of 10 years (120 months).

Planning Information

Please see previous notices published: December 2024: https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 July 2024: https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05085d
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/080494-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

64 - Postal and telecommunications services

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

CPV Codes

48512000 - Interactive voice response software package

48517000 - IT software package

64215000 - IP telephone services

64227000 - Integrated telecommunications services

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

Notice Value(s)

Tender Value
£500,000,000 £100M-£1B
Lots Value
£500,000,000 £100M-£1B
Awards Value
£500,000,000 £100M-£1B
Contracts Value
£500,000,000 £100M-£1B

Notice Dates

Publication Date
24 Aug 20261 months ago
Submission Deadline
Not specified
Future Notice Date
27 May 2025Expired
Award Date
27 Apr 20265 months ago
Contract Period
26 May 2026 - 25 May 2034 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

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
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

Supplier Information

Number of Suppliers
1
Supplier Name

Capgemini UK plc

Further Information

Notice Documents

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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