---
title: "Strategic Review Customer Contact Services"
ocid: "ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2019-03-19"
---

# Strategic Review Customer Contact Services

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573.json)

## Summary

The procurement process for the 'Strategic Review Customer Contact Services' has been initiated by HM Revenue & Customs (HMRC) as part of a selective tendering method through a call-off from the CCS framework RM6008. This project aims to create a strategic roadmap for enhancing HMRC's customer contact services. The tender was completed on 15th February 2019, while the contract commenced on 18th March 2019 and will run until 7th June 2019. The total value of the awarded contract is £462,670, focusing on the services industry category, specifically advisory services and analysis within the UK, particularly in the North East region.

This tender presents a significant opportunity for professional services firms, especially those with expertise in customer engagement strategies, customer contact platforms, and digital service improvements. Companies that are well-suited to compete are likely to have a strong background in management consultancy, particularly in customer services transformation. The engagement with HMRC offers potential for growth in the competitive public sector space, where companies can leverage innovative strategies to address public service challenges and enhance operational efficiencies.

## Notice

Call off from CCS framework RM6008 (Management Consultancy Framework Two) for a strategic review of HMRC's Customer Contact Services. HMRC is seeking support from a professional services company with proven expertise in the field of customer contact strategy, customer contact platforms and customer engagement. The professional services company will work alongside a team from HMRC (primarily comprising representatives from the Customer Services and Chief Digital and Information Officer's groups) to conduct an 'innovation' exercise to inform HMRC's contact strategy for 2019 and beyond. The output of this work will be a clear strategy and roadmap on how we achieve digital first engagement, reduce cost to serve and provide a first contact resolution to our customer base. The roadmap must cover all lenses; including, but not limited to: resource modelling, business process re-engineering, channel optimisation, the technology and capability required to support delivery and continual optimisation. In addition, the roadmap will prioritise those elements that can be achieved with current capability, detailing clear and realistic timeframes anticipated to get to 'end state' across all disciplines.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/904d8085-488e-4ec2-82d4-9655111c9c72 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Mar 2019 |
| Submission deadline | 15 Feb 2019 |
| Future notice date | Not specified |
| Award date | 5 Mar 2019 |
| Contract period | 18 Mar 2019 - 7 Jun 2019 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £462,670 |
| Lots value | Not specified |
| Awards value | £462,670 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | H M REVENUE & CUSTOMS |
| Locality | SALFORD |
| 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 | TLC North East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ACCENTURE (UK |

## CPV Codes

### Divisions

- 71 - Architectural, construction, engineering and inspection services

### Codes

- 71241000 - Feasibility study, advisory service, analysis

## Release History

- 19 Mar 2019 at 11:31 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/904d8085-488e-4ec2-82d4-9655111c9c72

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/904d8085-488e-4ec2-82d4-9655111c9c72
  19th March 2019 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/19c1244a-dfe1-4ffe-a518-7d470aa3bac7
  Redacted Contract

## 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-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f5d68e1f-7228-49fb-bcdb-1ae51d5a7573.json.