--- title: "Briefing and Early Engagement - HMRC Contact Centre as a Service" ocid: "ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be.json" source: "Contracts Finder" current_stage: "Planning" buyer: "H M REVENUE & CUSTOMS" published: "2024-12-11" --- # Briefing and Early Engagement - HMRC Contact Centre as a Service Buyer: H M REVENUE & CUSTOMS Current stage: Planning OCID: ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be.json) ## Summary HM Revenue & Customs (HMRC) is conducting a public procurement process under the title "Briefing and Early Engagement - HMRC Contact Centre as a Service". This process is in the planning stage and involves the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace current legacy services. The procurement falls under the industry category of interactive voice response software packages, with additional classifications in IT software and telecommunications services. The key dates include a milestone of 17 January 2025 for engagement end. The entire project is intended to take place within the United Kingdom. This tender presents opportunities for businesses, especially System Integrators (SIs) partnering with CCaaS software vendors, to showcase their capabilities in service design, implementation, configuration, and ongoing support. The Competitive Flexible Procedure, scheduled to commence in early 2025, allows businesses to propose innovative solutions which can contribute to business growth. The procurement process is designed to attract vendors with expertise in interactive voice response software, IT software packages, and integrated telecommunications services, creating a platform for businesses specializing in these areas to compete and potentially secure substantial public contracts. ## Notice HMRC is continuing its early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services. This update marks the next step in the programme, providing additional details for suppliers and inviting participation in an EOI Supplier Briefing Event. Key Information The CCaaS Programme aims to procure a solution encompassing: 1. The provision of product licenses and future acquisition/development of associated add-on products; 2. Service design, implementation and configuration services; 3. Run & Support services, including proactive maintenance and testing; 4. Ongoing Run & Optimise services with an option for incentivised innovation and optimisation The department intends to seek bids from System Integrators (Implementation Partner(s)) in collaboration with CCaaS Software Vendors. Next Steps Two key documents have been made available as part of this notice: 1. CCaaS Programme Briefing Notice - A high-level overview of the programme, including its scope and indicative commercial timelines 2. Supplier Briefing Event Attendance Request Form - Suppliers interested in attending the EOI Supplier Briefing Event must complete and return this form To be invited to the EOI Supplier Briefing Event, suppliers must meet a set of criteria as outlined in the form. Further Details * This stage of early market engagement remains informal and will assist HMRC in understanding market capabilities and refining its specifications * Participation is by invitation only and will be at HMRC's discretion * Procurement under the Competitive Flexible Procedure, in accordance with the Procurement Act 2023, is anticipated to commence in early 2025. Key Dates and Registration * Suppliers wishing to participate must download and complete the Supplier Briefing Event Attendance Request Form by 10th January 2025. Invitations to the EOI Supplier Briefing Event will be issued following a review against the criteria. Disclaimer - This notice is issued as part of HMRC's transparency and engagement processes under the Procurement Act 2023 (PA23), and should be regarded as satisfying part of the statutory requirements prior to the formal launch of the procurement process. - HMRC reserves the right to amend, revise or cancel any part of this engagement, including but not limited to the criteria, scope, timelines or approach outlined in this notice, the CCaaS Programme Briefing Notice or the Supplier Briefing EOI Form. Nothing in this notice or related documents commits HMRC to any specific approach, criteria or timetable. - This notice does not constitute an Expression of Interest (EOI) or the start of the formal procurement process. HMRC reserves the right to amend its engagement approach as the programme evolves. For more information, please see the CCaaS Programme Briefing Notice. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 11 Dec 2024 | | Submission deadline | Not specified | | Future notice date | 10 Jan 2025 | | 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 | LONDON | | Post town | South West London | | Postcode | SW1A 2BQ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | St James's | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### Divisions - 48 - Software package and information systems - 64 - Postal and telecommunications services - 72 - IT services: consulting, software development, Internet and support ### Codes - 48512000 - Interactive voice response software package - 48517000 - IT software package - 64215000 - IP telephone services - 64227000 - Integrated telecommunications services - 72220000 - Systems and technical consultancy services - 72250000 - System and support services - 72263000 - Software implementation services - 72265000 - Software configuration services - 72266000 - Software consultancy services - 72267000 - Software maintenance and repair services - 72268000 - Software supply services ## Release History - 11 Dec 2024 at 11:36 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 - 9 Dec 2024 at 18:46 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 11th December 2024 - Early engagement notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/5a4d1ed8-29ae-4133-bf2a-18e9eabc02cc - https://www.contractsfinder.service.gov.uk/Notice/Attachment/62993528-4995-4878-9eb5-9a9f4851ace8 ## 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-abfc4b2b-2574-4d0f-ab80-4d0b607b42be. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-abfc4b2b-2574-4d0f-ab80-4d0b607b42be.json.