Award

Ask AI about this notice

Summarise, research or assess it with AI

View Markdown

Share this notice

Send this contract to a colleague

HMRC Customer Relationship Management

H M Revenue & Customs

This public procurement record has 5 releases in its history.

Award

15 Oct 2026 at 10:00

UK7 - Contract Details Notice
Award

08 Sep 2026 at 15:47

UK6 - Contract Award Notice
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) procured a software-as-a-service customer relationship management platform, together with implementation support and associated professional services. The platform is intended to support HMRC’s Enterprise Customer Relationship Management Programme. Core functions are marketing and campaign management, customer and case management, interaction, channel and messaging management, artificial intelligence, insights, reporting and intelligence, and customer-facing portals and apps. Additional capabilities cover identity verification and authentication, secure digital communications, fraud, data and integration, operational and knowledge management, and non-compliance management. Core capabilities must be provided using software owned or developed by the supplier; additional capabilities may use first- or third-party products. The work is for HMRC and is delivered in the United Kingdom.

The procurement is complete: Salesforce UK Limited was selected over two valid final-stage bids, and the contract is active and signed. The award was made on 8 September 2026; the contract was signed on 30 September 2026. Its stated value is £2 billion excluding VAT (£2.4 billion including VAT). The contract runs from 30 September 2026 to 29 September 2036, with two optional extensions of up to three years and a further two years, potentially extending to 29 September 2041. The competition used an open competitive flexible procedure under the Procurement Act 2023. The single lot was evaluated on quality (70%), social value (10%) and price (20%). Quality assessment included functional and non-functional requirements, qualitative questions and product demonstrations; price used a structured comparison of total cost of ownership.

For suppliers considering similar future CRM work for HMRC, this award shows demand for an enterprise-scale, long-term cloud platform combining customer engagement, case handling, communications, analytics and AI with implementation services. A credible competitor would need to demonstrate that its own product can deliver the required core functions, and that it can integrate additional capabilities such as identity checks, secure communications, fraud management and data integration. Product demonstrations and evidence against both functional and non-functional requirements matter, alongside a convincing approach to service quality, innovation and social value. Suppliers should also be able to support a substantial, evolving programme, maintain dependable platform availability and responsiveness, and report sustainability activity. The buyer values a comparable, transparent total-cost-of-ownership offer; this contract also allows additional licences, capabilities and professional services, and is non-exclusive.

How relevant is this notice?

Notice Information

Notice Title

HMRC Customer Relationship Management

Notice Description

Software Platform and Associated Professional Services. Part of the HMRC Enterprise Customer Relationship Management Programme, HMRC have awarded this contract to provide a Software as a Service Customer Relationship Management Platform (SaaS CRM). 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 The Supplier is 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/097304-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
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

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
£2,000,000,000 £1B-£10B
Contracts Value
£2,000,000,000 £1B-£10B

Notice Dates

Publication Date
15 Oct 20261 weeks ago
Submission Deadline
22 Jun 2026Expired
Future Notice Date
19 Aug 2025Expired
Award Date
8 Sep 20261 months ago
Contract Period
30 Sep 2026 - 29 Sep 2036 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

SALESFORCE UK LIMITED

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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.

Loading OCDS record...