--- title: "Customer Contact Programme" ocid: "ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1.json" source: "Contracts Finder" current_stage: "Planning" buyer: "H M REVENUE & CUSTOMS" published: "2019-07-08" --- # Customer Contact Programme Buyer: H M REVENUE & CUSTOMS Current stage: Planning OCID: ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1.json) ## Summary The procurement process is initiated by HM Revenue and Customs (HMRC), focusing on the "Customer Contact Programme" within the call centre industry category. Located at 5W Ralli Quays, Manchester, the project is currently in the planning stage and involves an early engagement exercise with interested parties. The engagement deadline is set for 2nd September 2019, and the notice provides no commitment to immediate market procurement options. HMRC is exploring various procurement methods, including the CCS Digital Marketplace/Frameworks, while inviting potential suppliers to register on the HMRC SAP/Ariba portal for further participation. This tender presents significant opportunities for businesses looking to expand their services in the customer contact domain, particularly in areas such as voice recording, workforce management, and telephony services. Small and medium-sized enterprises (SMEs) are particularly well-suited to compete for these contracts, as HMRC is open to exploring a diverse range of existing contracting options. Interested parties should prepare to engage with HMRC through the prescribed questionnaire format, which will assist in refining their requirements and enhance their chances of securing future contracts. ## Notice This is to alert interested parties that HM Revenue and Customs (HMRC) is considering procurement options to meet a variety of Customer Contact requirements, including, but not exclusive to Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. In addition, its purpose is to initiate an electronic market engagement exercise. HMRC is starting a journey that will secure a set of integrated, class leading customer contact management services as part of a programme that will help transform customer and advisor experience. Whilst it is likely that HMRC will use a variety of approaches to secure the very best services in this field, the purpose of this notice (PIN) is to alert interested parties that existing contracting options are also being considered, including the use of CCS Digital Marketplace/Frameworks. As such, the issue of this notice provides no commitment that HMRC will be going to the open market for such services in the near future. This will also facilitate an electronic market engagement exercise. Interested parties will be able to register on the HMRC SAP/Ariba portal, and submit information/responses using a questionnaire format, to further inform HMRC requirements. This notice covers Customer Contact as a whole, but interested parties should remain aware that as requirements are defined further PINs may be published and market engagement commenced for specific services, which may include Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. Additional information: HMRC use an HMRC version of SAP Ariba Sourcing. Suppliers using HMRCs Ariba for the first time will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full As part of the registration process you will receive an email. Once you have obtained your account ID (AN) number, please email e.procurement@hmrc.gov.uk with the following: - Contract title and Reference (Customer Contact; SR251887682) - - - Your organisation's HMRC SAP Ariba account ID - Your organisation name - Your name - Your email address - Your telephone number Interested parties wishing to provide information should do so by completing the online questionnaire. There is no close time for the event at this stage, and the portal is likely to be open for an extended period aligned to the programme delivery.To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=411113186 GO reference: GO-201972-PRO-15051269 TKR-201972-PRO-15051268 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c1c42d2d-96f7-4904-9b38-5a232ad55096 | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 8 Jul 2019 | | Submission deadline | Not specified | | Future notice date | 2 Sep 2019 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | H M REVENUE & CUSTOMS | | Locality | MANCHESTER | | Post town | Manchester | | Postcode | M60 9LA | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD3 Greater Manchester | | ITL 3 | TLD34 Greater Manchester South West | | Local authority | Salford | | Electoral ward | Ordsall | | Westminster constituency | Salford | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 8 Jul 2019 at 15:21 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/c1c42d2d-96f7-4904-9b38-5a232ad55096 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/c1c42d2d-96f7-4904-9b38-5a232ad55096 8th July 2019 - Early engagement notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/d7d2173f-db93-4588-80e1-d17e7b9cee38 SAP Ariba Registration - https://www.delta-esourcing.com/delta/respondToList.html?noticeId=411113186 Prior Information Notice ## Notice URLs - http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full - http://www.gov.uk - https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=411113186 ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1.json.