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HMRC Customer Relationship Management

H M Revenue & Customs

This public procurement record has 4 releases in its history.

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 procured a software-as-a-service customer relationship management platform and associated professional services for its Enterprise Customer Relationship Management Programme. The requirement covers marketing and campaign management, customer management, case management, interaction, channel and messaging management, artificial intelligence, insights, reporting and intelligence, and customer experience through a customer portal and app. Additional capabilities include identity, verification and authentication; secure digital exchange communications; fraud; data and integration management; operational management; knowledge management; and non-compliance management. The supplier is also expected to support implementation through professional services that HMRC can call down. This is a UK-wide IT services requirement covering software, implementation, support and associated consulting.

The procurement is complete and Salesforce UK Limited has been selected, subject to the standstill period, further due diligence and contract signature. The award was made on 8 September 2026 under an open competitive flexible procedure. The awarded value is £2,000,000,000 excluding VAT, or £2,400,000,000 including VAT. The award contract period is 28 September 2026 to 28 September 2036, with optional extensions to 27 September 2041. The original tender period ended on 22 June 2026 and the award period ended on 1 August 2026. Two valid final-stage bids were received, from Salesforce UK Limited and Pegasystems Limited. Evaluation weighted quality at 70%, social value at 10% and price at 20%.

This procurement demonstrates substantial, long-term demand from HMRC for an enterprise CRM platform combining customer, case, channel, messaging, AI, analytics, reporting and digital customer experience capabilities. Competitors seeking similar work should be able to deliver core functionality on a first-party basis, meaning software owned or developed by the supplier, while also integrating additional first- or third-party capabilities such as identity, authentication, fraud, secure communications, data integration, knowledge and operational management. Credible suppliers would need the capacity to support complex implementation through professional services, maintain a platform over an extended period, and respond to future innovation and development needs. The evaluation also shows that strong quality and demonstrable functionality matter more than price alone, with social value forming a separate scored element.

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/085039-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award 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
Not specified

Notice Dates

Publication Date
8 Sep 20261 weeks ago
Submission Deadline
22 Jun 2026Expired
Future Notice Date
19 Aug 2025Expired
Award Date
8 Sep 20262 weeks ago
Contract Period
28 Sep 2026 - 28 Sep 2036 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Pending
Contracts Status
Not Specified

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

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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