---
title: "RFI - Digital Engagement Platform"
ocid: "ocds-h6vhtk-03529d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03529d"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03529d.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03529d.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "H M REVENUE & CUSTOMS"
published: "2022-07-15"
---

# RFI - Digital Engagement Platform

Buyer: H M REVENUE & CUSTOMS  
Current stage: Planning  
OCID: ocds-h6vhtk-03529d

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03529d)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03529d.json)

## Summary

H M Revenue & Customs (HMRC) is planning a procurement process for a Request for Information (RFI) focused on a Digital Engagement Platform aimed at enhancing customer service through advanced technologies, including Artificial Intelligence. This initiative falls within the IT services industry, classified under CPV code 72000000, and is based in London, UK. The estimated value of the engagement is £5,000,000. Interested suppliers must register through HMRC's SAP Ariba eSourcing tool and express their intent to participate by emailing Matthew Taylor at the provided address. The pre-market engagement activity is scheduled to commence the week of 18th July 2022, with further notices expected by 30th September 2022.

This procurement presents a significant opportunity for businesses involved in IT services, particularly those specialising in software development, cloud-based solutions, and customer engagement technologies. Companies that can provide scalable platforms for webchat, digital assistants, and analytics capabilities will be particularly well-suited to compete. The project aligns with HMRC's 'Digital First' strategy, promoting an innovative approach to customer interaction, which may result in substantial growth opportunities for successful bidders in the rapidly evolving digital services market.

## Notice

The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market. HMRC's Digital Engagement Platform (DEP) already supports millions of customers through the provision of customer support by developing and optimising Digital Assistants/Conversational User interface and webchat capability and we'll soon be trialling asynchronous messaging (both technically and operationally). As part of HMRC's 'Digital First' Strategy, we will continue to transform how we engage with our customers and grow this capability - enabling self-service and digital containment to reduce telephony demand.

### Lot Information

Lot 1

The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market. HMRC are currently reviewing our requirement for the future 'Platform as a Service' for provision of webchat, digital assistant/Conversational User Interface (CUI), asynchronous messaging and a supporting reporting and analytics capability from a 'cloud-based' solution. The department's vision is to provide an omni-channel, flexible approach to customer contact - providing customer service solutions that meet demand in a way that works both for customers and our contact centre model. Additional information: This PIN is not a call for competition. HMRC would like to invite potential suppliers to participate in a pre-market engagement activity during the period week commencing 18th July 2022. If you are interested, please see section "VI.3. Additional information" and email matthew.taylor5@hmrc.gov.uk the information required that is noted in section VI.3 to be invited to the Request For Information and view the RFI document.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/019445-2022 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| 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 | 15 Jul 2022 |
| Submission deadline | Not specified |
| Future notice date | 29 Sep 2022 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £5,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | H M REVENUE & CUSTOMS |
| Locality | LONDON |
| Post town | Central London |
| Postcode | EC3R 6EE |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | City of London |
| Electoral ward | Billingsgate |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 15 Jul 2022 at 14:13 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/019445-2022

## Notice URLs

- http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full
- 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-03529d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03529d.json.