Communications Platform as a Service (CPaaS) and Customer Communications Solution

Notice Information

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Notice Title

Communications Platform as a Service (CPaaS) and Customer Communications Solution

Notice Description

HMRC is undertaking preliminary market engagement to better understand the current market capability, service models, technologies, commercial approaches and future innovation available for the provision of a multi channel customer communications platform. The engagement is intended to inform HMRC's future commercial strategy and potential procurement approach. It does not constitute a call for competition, procurement exercise, pre-qualification process or commitment to procure any goods or services. Participation in this engagement will not provide any advantage or disadvantage in any future procurement process. Background HMRC currently uses email and mobile messaging channels, including SMS, RCS Basic and RCS, to communicate with customers through a Communications Platform as a Service solution. The service supports over 550 million inbound and outbound communications annually, covering both transactional and campaign-based communications. The service includes customer preference management, profile management and contact history capabilities, together with integrations across HMRC's broader technology estate. HMRC wishes to engage with suppliers to understand current market capabilities and emerging developments that could support future requirements in customer communications, engagement, automation and channel management. Objectives of Market Engagement HMRC intends to use this market engagement to: * Validate whether Communications Platform as a Service (CPaaS) remains the most appropriate market model. * Understand available delivery models and platform architectures. * Assess supplier capability, experience and market maturity. * Understand future technology roadmaps and innovation opportunities. * Explore approaches to AI, automation and communications optimisation. * Understand integration options and interoperability with enterprise systems. * Explore customer preference management and customer profile capabilities. * Understand security, accessibility and compliance approaches. * Understand pricing and commercial models. * Better understand transition, onboarding and exit approaches for services of HMRC's scale. Indicative Scope HMRC is interested in receiving information regarding services and capabilities including: 1. Communications Channels * Email * SMS * RCS Basic * Rich Communication Services (RCS) * Emerging and future customer communication channels * Multi-channel communication orchestration and journey management 2. Customer Communications Platform * Campaign management * Template and content management * Communications deployment and scheduling * Traffic management and throughput controls * Reporting and analytics * Customer profile management * Preference management * Customer-facing preference portals 3. Platform Integration * APIs * Event-driven integrations * Webhooks * Batch and file transfer interfaces * Enterprise integration patterns 4. Security and Compliance * Data residency and sovereignty * Identity and access management * Fraud prevention * Auditability and assurance * Accessibility compliance * Data retention and deletion controls 5. Service Delivery * Service management * Performance management * Testing environments * Service transition * Exit management * Training and adoption support 6. Commercial Models * Licensing models * Service charging mechanisms * Transactional charging models * Pricing review mechanisms and value for money approaches All requirements remain subject to change following market engagement findings. Market Engagement Questions HMRC may invite suppliers to provide information covering topics including: 1. Service and Market Capability * Market positioning, scale and experience. * Comparable public and private sector customers. * Native and third-party channel support. * Unified platform capabilities. * Future channel roadmap. 2. Innovation and AI * Innovation approaches. * Continuous improvement models. * AI capabilities. * AI governance and assurance controls. 3. Customer Communications Management * Template management. * Personalisation. * Journey orchestration. * Rich content support. * Engagement tracking and analytics. 4. Deployment and Throughput * Traffic prioritisation. * Throughput management. * Burst capacity handling. * Communication scheduling and suppression controls. 5. Data and Reporting * Customer profile management. * Contact history management. * Reporting and analytics capabilities. * Data lifecycle management. 6. Preference Management * Subscription management. * Customer preference portal capabilities. * Authentication and customer identity controls. 7. Security and Accessibility * Security certifications. * Data protection controls. * Fraud detection and prevention. * Accessibility standards and testing approaches. 8. Transition and Commercial Models * Migration methodologies. * Service transition timescales. * Exit planning. * Pricing and charging models. * Licensing approaches. These topics are intended to inform HMRC's understanding of current market capability and future options and should not be interpreted as final requirements. Participation HMRC may engage suppliers through one or more of the following methods: * Written responses. * Supplier questionnaires. HMRC will conduct engagement activities in a transparent and equitable manner and will ensure that no supplier receives an unfair advantage from participation. Important Information * This notice is issued solely for market engagement purposes. * No procurement procedure has commenced. * No contract will be awarded as a result of this market engagement. * Participation is voluntary. * Suppliers that do not participate will not be excluded from any future procurement. * Any future procurement will be advertised separately through the appropriate procurement channels.

Planning Information

To submit Expressions of Interest, please contact Marcus.Kauffmann@HMRC.gov.uk with the following information: 1. Your organisation's HMRC SAP Ariba account ID 2. Your organisation's name 3. Your name 4. Your email address 5. Your telephone number If you do not currently have access, please register here: http://hmrc.sourcing-eu.ariba.com/ad/selfRegistration Our intention is to open the RFI event on Monday 3rd of August and you will receive a system generated email confirming access to the online questionnaire. If you have not had any updates, and you have not received the invite [after first checking your spam in-box] by Tuesday 04 of August please contact me direct using my contact details below. Previously registered users having difficulty recovering their account ID number or identifying users within their organisation should email for assistance HMRC SAP Ariba Support sapariba.hmrcsupport@hmrc.gov.uk. As part of the registration process you will receive a system generated email asking you to activate your SAP Ariba supplier account by verifying your email address. Once you have completed the activation process you will receive a further email by return confirming the 'registration process is now complete' and providing you with 'your organisation's account ID' number. If an email response from HMRC is not received within one working day of your request, please re-contact sapariba.hmrcsupport@hmrc.gov.uk (after first checking your spam in-box) notifying non-receipt and confirming when your registration request was first made. If you have used HMRC's SAP Ariba previously you will be registered as part of HMRC Ariba Supplier network and you should access the system to obtain your organisations account ID number. Contact details on the system should be checked and, where necessary, additional users added to help avoid multiple registrations for the same organisation. General information about supplying to HMRC is available on the HMRC website: https://www.gov.uk/government/organisations/hm-revenue-customs/about/procurement

Notice Details

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Publication & Lifecycle

Open Contracting ID: ocds-h6vhtk-06c7bc
Publication Source: Find A Tender Service
Latest Notice: https://www.find-tender.service.gov.uk/Notice/064806-2026
Current Stage: Planning
All Stages: Planning

Procurement Classification

Notice Type: UK2 - Preliminary Market Engagement Notice
Procurement Type: Standard
Procurement Category: Goods
Procurement Method: Not Specified
Procurement Method Details: Not specified
Tender Suitability: Not specified
Awardee Scale: Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions: 48 - Software package and information systems
CPV Codes: 48000000 - Software package and information systems

Notice Value(s)

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

Notice Dates

Publication Date: 9 Jul 20266 days ago
Submission Deadline: Not specified
Future Notice Date: 4 Sep 20262 months to go
Award Date: Not specified
Contract Period: 30 Sep 2028 - 1 Oct 2033 Over 5 years
Recurrence: Not specified

Notice Status

Tender Status: Planning
Lots Status: Planning
Awards Status: Not Specified
Contracts Status: Not Specified

Buyer & Supplier

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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
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

https://www.find-tender.service.gov.uk/Notice/064806-2026
9th July 2026 - Preliminary market engagement notice on Find a Tender

Notice URLs

Open Contracting Data Standard (OCDS)

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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.

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Service Delivery * Service management * Performance management * Testing environments * Service transition * Exit management * Training and adoption support 6. Commercial Models * Licensing models * Service charging mechanisms * Transactional charging models * Pricing review mechanisms and value for money approaches All requirements remain subject to change following market engagement findings. Market Engagement Questions HMRC may invite suppliers to provide information covering topics including: 1. Service and Market Capability * Market positioning, scale and experience. * Comparable public and private sector customers. * Native and third-party channel support. * Unified platform capabilities. * Future channel roadmap. 2. Innovation and AI * Innovation approaches. * Continuous improvement models. * AI capabilities. * AI governance and assurance controls. 3. 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