--- title: "MFA, Email &SMS Campaigns and Multi Device Messaging" ocid: "ocds-h6vhtk-02a2bc" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02a2bc" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a2bc.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a2bc.json" source: "Find A Tender Service" current_stage: "Award" buyer: "HM REVENUE AND CUSTOMS" published: "2021-04-06" --- # MFA, Email &SMS Campaigns and Multi Device Messaging Buyer: HM REVENUE AND CUSTOMS Current stage: Award OCID: ocds-h6vhtk-02a2bc [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02a2bc) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02a2bc.json) ## Summary The procurement process is being managed by HM Revenue and Customs (HMRC) for the provision of Multi-Factor Authentication, Email and SMS campaigns, and Multi Device Messaging. The title of the tender is "MFA, Email & SMS Campaigns and Multi Device Messaging," and it falls under the services industry category, specifically Short Message Service (SMS) services. The procurement method is an open procedure, and the tender is currently in the award stage, with an approximate value of £6.5 million for a 24-month contract, extendable by 12 months. Interested parties were required to submit proposals, but the tender was ultimately cancelled without awards being made. This tender represents a significant opportunity for businesses, particularly small and medium enterprises (SMEs), to engage in the provision of communication services to a major governmental body. Companies with expertise in SMS, email technology, and data security, especially those holding relevant certifications like ISO-27001 and Cyber Essentials, would be well-positioned to compete for future contracts. The high volume of messages currently managed by HMRC indicates a substantial scope for service delivery and innovation, making it an appealing prospect for providers looking to expand their business within the public sector. ## Notice This is to alert interested parties that HM Revenue and Customs (HMRC) is going out to tender to meet its needs for the provision of Multi Factor Authentication, Email and SMS campaigns and Multi Device Messaging. Note this notice supersedes the previous OJEU ref: 2020/S 132-325171. ### Lot Information Lot 1 The Authority is looking to identify a Supplier to take on and transform the existing services including; MFA SMS (OTP) and Voice Calling, outbound email and SMS capabilities (including multi device messaging), currently supported by multiple Suppliers. This new combined email and text service will be a part of a range of Communication Services that will support The Authority's strategy of communicating with the right customer at the right time through the right channel. Currently approximately 94 million SMS, 8 million voice calls and 220 million emails are issued per annum on behalf of HMRC. The current scope for the SMS and Voice Calling as part of the Multi-Factor Authentication service is: *To send a unique six (6) digit access code to a customer. The Authority will be responsible for the creation and duration of the validity of any access code e.g. 15 minutes.; *The code must be sent to a landline or mobile via SMS ("transactional route") or Voice; *The user could be in the UK or abroad (anywhere in the world); *The SMS is sent using a single unique short code / unique Sender ID associated with The Authority - this must be provided by the Supplier; The current scope for Email and SMS campaigns is to provide: *help and support to our customers *nudges and prompts *provide reassurance and prevent progress chasing; and *seek customer feedback to help improve our services. The successful Supplier must deliver the new service in two phases: Phase 1: Transition of the existing range of services to one service solution. Phase 2: We are looking to exploit the top quartile capabilities provided in the solution to develop new and innovative ways of communicating with our customers, whether that be on a 121 or 1 to many basis, in a way that work seamlessly and through standard interfaces where necessary with The Authority's other Communication and Communication management services. HMRC requires potential providers to comply with the relevant essential requirements below or equivalent: a.) ISO-27001 Certification as accredited by UKAS or a comparable body, b.) Cyber Essentials Certification c.) Cyber Essentials Plus Certification d.) CHECK approved Pen Testers on an annual basis or such time as both Parties agree, for both internal and external system IP's. Tested to OWASP latest guidelines e.) Cyber Risk Insurance. f.) Security Patch Management System h) data centres in the UK, with no data leaving the UK HMRC reserves the right to make services procured available to other publicly funded bodies including RCDTS, its wholly owned subsidiary company working on behalf of HMRC. **This contract is for a period of 24 months with approx. value of PS6.5m with the provision to extend for a further 12 month term, total value of 24 month term with 12 month extension approx. PS9.75m** ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/006987-2021 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 6 Apr 2021 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 6 Apr 2021 | | 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 | Cancelled | | Lots status | Cancelled | | Awards status | Unsuccessful | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | HM REVENUE AND CUSTOMS | | Locality | TELFORD | | Post town | Telford | | Postcode | TF3 4NT | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG2 Shropshire and Staffordshire | | ITL 3 | TLG21 Telford and Wrekin | | Local authority | Telford and Wrekin | | Electoral ward | Malinslee & Dawley Bank | | Westminster constituency | Telford | | 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 - 48223000 - Electronic mail software package - 48511000 - Desktop communications software package - 48517000 - IT software package - 64210000 - Telephone and data transmission services - 64212000 - Mobile-telephone services - 64212100 - Short Message Service (SMS) services - 64216120 - Electronic mail services - 72212223 - Electronic mail software development services ## Release History - 6 Apr 2021 at 11:32 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/006987-2021 ## Notice URLs - https://ted.europa.eu/udl?uri=TED:NOTICE:525823-2020:TEXT:EN:HTML - https://www.contractsfinder.service.gov.uk/Search - https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=583578749 - https://www.gov.uk/government/organisations/hm-revenue-customs ## 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-h6vhtk-02a2bc. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02a2bc.json.