--- title: "Early Engagement - HMRC Contact Centre as a Service" ocid: "ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4.json" source: "Contracts Finder" current_stage: "Planning" buyer: "H M REVENUE & CUSTOMS" published: "2024-07-26" --- # Early Engagement - HMRC Contact Centre as a Service Buyer: H M REVENUE & CUSTOMS Current stage: Planning OCID: ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4.json) ## Summary H M Revenue & Customs (HMRC) is currently in the planning stage of a tender titled "Early Engagement - HMRC Contact Centre as a Service." This procurement initiative, classified under the category of shared-business telephone network services, aims to establish a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace outdated legacy services. Key milestones include an engagement end date set for 31 August 2024, with the formal procurement anticipated to commence in early 2025 utilising the Competitive Flexible Procedure under the Procurement Act 2023. The project addresses various needs such as product licences, development, service design, implementation, configuration, run and support, and optimisation services. The opportunity is primarily located in the United Kingdom. This tender provides significant growth prospects for businesses adept in providing comprehensive contact centre solutions, especially those capable of integrating numerous telecommunications functionalities like IP and electronic messaging services. Implementation and Support Partners, in conjunction with Software Vendors, are ideal candidates for this engagement, with a notable emphasis on their proven capability to manage complex and large-scale projects akin to HMRC's requirements. SMEs are explicitly encouraged to participate. Through this early engagement, businesses can gain an understanding of HMRC's expectations, refine their offerings, and position themselves as key partners in this substantial public sector initiative. ## Notice Early engagement supporting HMRCs development of a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace current legacy services. This requirement shall include: 1) The provision of product licences, future acquisition and development of products and associated add-on products; 2) The provision of service design, implementation and configuration services; 3) The provision of a Run & Support service (inclusive of pro-active maintenance and testing) 4) The provision of ongoing Run & Optimise service (inclusive of an option to provide incentivised Innovation/Service Optimisation) The current intention of the department is to seek future bids from Implementation/Support Partners, in collaboration with Software vendors. This early-stage, informal engagement will support a greater understanding of capable suppliers, test assumptions and share early draft specifications for discussion. Initial Early Engagement shall only be open to suppliers and software vendors by invitation only, at the discretion of HMRC. Software vendors will be invited, where necessary at this stage, based on the ability to offer a solution that can deliver effectively across all CCaaS capabilities with demonstrable evidence and customer examples of the complexity and scale of HMRC. Implementation Partners, where necessary, will be selected based on their specialist capability and ability to deliver Implementation through to Live and Optimise. HMRC reserves the right to expand eligibility as the engagement progresses and a further notice shall be published where required. Procurement is not expected to commence until early 2025 making use of the Competitive Flexible Procedure under the Procurement Act 2023. No further documents are available for suppliers to request and this notice does not serve as an expression of interest. The formal stages of engagement including any expression of interest will follow, where issued, in due course. No registration is necessary or required at this stage ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865 | | 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 | 26 Jul 2024 | | Submission deadline | Not specified | | Future notice date | 31 Aug 2024 | | 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 - 64 - Postal and telecommunications services - 72 - IT services: consulting, software development, Internet and support ### Codes - 64213000 - Shared-business telephone network services - 64215000 - IP telephone services - 64216000 - Electronic message and information services - 64227000 - Integrated telecommunications services - 72210000 - Programming services of packaged software products - 72220000 - Systems and technical consultancy services - 72250000 - System and support services - 72261000 - Software 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 - 26 Jul 2024 at 09:03 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865 - 25 Jul 2024 at 17:34 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865 - 23 Jul 2024 at 13:41 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865 26th July 2024 - Early engagement notice on Contracts Finder ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. 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