Planning

Omni-Channel Contact Centre as a Service (CCaaS)

HM REVENUE & CUSTOMS

This public procurement record has 2 releases in its history.

PlanningUpdate

18 Aug 2025 at 07:33

UK1 - Pipeline Notice
Planning

11 Aug 2025 at 06:55

UK1 - Pipeline Notice
Summary of the contracting process

The procurement process led by HM Revenue & Customs (HMRC) focuses on acquiring an Omni-Channel Contact Centre as a Service (CCaaS), including its implementation, support, and optimisation. This opportunity falls under the services industry category, specifically IT services including consulting, software development, Internet, and support, as classified under the CPV code 72000000. The procurement is in the 'planned' stage, with a contract period scheduled from the 1st of October 2025 to the 30th of September 2035. The procurement notice is expected to be published on or shortly after the 19th of August 2025. HMRC, a central government authority, is based at 100 Parliament Street, London.

This tender represents significant business growth potential for firms specialising in IT and contact centre technologies. Companies offering innovative and integrated omnichannel solutions will find this procurement an ideal fit. As the requirement includes implementation and ongoing support, businesses with a strong track record in service management and technical support will be well-placed to compete. With a decade-long contract period, this procurement offers a substantial engagement opportunity for providers looking to expand their footprint in the public sector IT service market.

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Notice Information

Notice Title

Omni-Channel Contact Centre as a Service (CCaaS)

Notice Description

Omni-Channel Contact Centre as a Service, Implementation, Support and Optimisation

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0584b6
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/049328-2025
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK1 - Pipeline Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

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

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Aug 20256 months ago
Submission Deadline
Not specified
Future Notice Date
19 Aug 2025Expired
Award Date
Not specified
Contract Period
30 Sep 2025 - 30 Sep 2035 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
HM REVENUE & CUSTOMS
Contact Name
Not specified
Contact Email
joe.miller@hmrc.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
LONDON
Postcode
SW1A 2BQ
Post Town
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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