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HMRC Customer Relationship Management

HM Revenue & Customs

This public procurement record has 3 releases in its history.

Tender

27 May 2026 at 12:01

UK4 - Tender Notice
PlanningUpdate

18 Aug 2025 at 08:28

UK1 - Pipeline Notice
Planning

11 Aug 2025 at 07:49

UK1 - Pipeline Notice
Summary of the contracting process

HM Revenue & Customs (HMRC), located at 100 Parliament Street, London, with the postal code SW1A 2BQ, is currently in the tender stage for the procurement of a Software as a Service (SaaS) Customer Relationship Management (CRM) system. This tender, titled "HMRC Customer Relationship Management," falls within the IT services industry category, specifically consulting, software development, and support, and is estimated to have a total contract value of £2 billion. The procurement process is classified as a competitive flexible procedure under the Procurement Act 2023. Suppliers must submit their applications by the tender closing date, 22 June 2026, with the award expected to follow by 1 August 2026. The contract is planned to commence on 1 August 2026 and may extend up to 2041.

This procurement presents valuable opportunities for companies specializing in CRM systems, particularly those with capabilities in marketing, customer management, AI, and secure digital communication solutions. Businesses proficient in offering both core and additional CRM functionalities, either through first-party or third-party solutions, will find this tender advantageous. The contract also necessitates the provision of professional services for implementation support, making it suitable for firms with a comprehensive service portfolio that can assist HMRC in not only deploying the CRM system but also innovatively enhancing its capabilities over the contract term. The procurement fosters a competitive environment aimed at fostering innovation and value, aligning well with firms focused on delivering cutting-edge CRM technologies and services.

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Notice Information

Notice Title

HMRC Customer Relationship Management

Notice Description

IMPORTANT INFORMATION (DISCLAIMER): THIS IS A RE-PUBLICATION OF TENDER NOTICE: Procurement identifier (OCID): ocds-h6vhtk-050568 "HMRC Customer Relationship Management" FOR THE PURPOSES OF THE PROCUREMENT ACT 2023 S.31 "Modifying a section 19 procurement". HMRC IS NOT ACCEPTING NEW PARTICIPANTS. As part of the HMRC Enterprise Customer Relationship Management Programme, HMRC are seeking a supplier to provide Software as a Service Customer Relationship Management. There will be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities. The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include: * Marketing & Campaign Management * Customer Management * Case Management * Interaction, Channel and Messaging Management * AI * Insights * Reporting & Intelligence * Customer Experience (Customer Portal and App) Additional capabilities can be provided by on first- or third-party basis, and include: * Identity, Verification & Authentication * Secure Digital Exchange Communications (SDEC) * Fraud * Data & Integration Management * Operational Management * Knowledge Management * Non-Compliance Management Suppliers are also expected to provide an element of professional services to support implementation that the Authority can call down on.

Lot Information

Lot 1

Options: The right to additional purchases while the contract is valid. 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: We anticipate a 10 year initial period with optional extensions taking the total contract length up to 15 years.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0584b5
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/049589-2026
Current Stage
Tender
All Stages
Planning, Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Competitive flexible procedure
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
£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
27 May 20263 months ago
Submission Deadline
22 Jun 2026Expired
Future Notice Date
19 Aug 2025Expired
Award Date
Not specified
Contract Period
1 Aug 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

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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