--- title: "HMRC Contact Centre as a Service (CCaaS)" ocid: "ocds-h6vhtk-05085d" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05085d" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05085d.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05085d.json" source: "Find A Tender Service" current_stage: "Award" buyer: "HM REVENUE & CUSTOMS" published: "2026-06-02" --- # HMRC Contact Centre as a Service (CCaaS) Buyer: HM REVENUE & CUSTOMS Current stage: Award OCID: ocds-h6vhtk-05085d [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05085d) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05085d.json) ## Summary The recent public procurement process conducted by HM Revenue & Customs (HMRC) involved the development and implementation of a Contact Centre as a Service (CCaaS) solution to replace existing legacy services. The procurement followed a selective method, employing a competitive flexible procedure and was initiated in London, United Kingdom. This process reached the award stage, with Capgemini UK PLC being appointed as the supplier. The contract was signed on 26th May 2026, and will run until 25th May 2034, with potential extensions up to 2036. The procurement falls under the services category and is central to the IT and telecommunications industry, specifically targeting interactive voice response software, IT software packages, and integrated telecommunications services. This tender presents significant opportunities for businesses specialising in IT services, consulting, software development, Internet support, and telecommunications. Companies that are capable of providing innovative solutions for optimising and transforming service design, implementation, and support would find this contract particularly lucrative. The contract, valued at £600 million gross, allows for additional purchases, licences, and professional services, thus offering extensive opportunities for sustained business growth. Large enterprises with comprehensive IT service capabilities and the ability to adapt to comprehensive contract terms could significantly benefit from such high-value government contracts. ## Notice Provision of an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. 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 optimisation of services with the potential for innovation and transformation The procurement process conducted was as follows: Phase 1 - Conditions of Participation - Participants = 13 Suppliers who registered interest in participating in the CCaaS procurement were issued a Conditions of Participation Questionnaire. This included compliance questions, Financial Viability Risk Assessments and several qualitative questions. 13 responses were submitted. Evaluation was conducted against this questionnaire with the top scoring 6 responders being invited to submit initial tenders. Phase 2 - Invitation to Submit Initial Tender - Participants = 5 The top scoring 6 bidders were invited submit initial tenders inclusive of qualitative questions, functional and non-functional requirements, and initial pricing model. 5 initial tenders were submitted by the closing date. An initial Price Per Quality Point (PQP) score was calculated, with the top 3 bidders being taken through to the following Product Validation exercise. Phase 3 - Product Validation Stage - Participants = 3 The 3 highest scoring bidders were invited to participate in a Product Validation Stage. This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation. Phase 4 - Negotiation - Participants = 2 The down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase. Phase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2 Following negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. The top placed scoring bidder has been selected as the Preferred Bidder. ### Lot Information Lot 1 Options: Additional CCaaS Licences and associated capabilities, and Professional Services Renewal: The period of the agreement for the HMRC Contact Centre as a Service (CCaaS) is an initial term of 8 years (96 months), with extension options of 2 x 1 years (24 months); this provides a maximum duration of 10 years (120 months). ### Planning Information Please see previous notices published: December 2024: https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 July 2024: https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/051827-2026 | | Notice type | UK7 - Contract Details Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Competitive flexible procedure | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Planning, Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 2 Jun 2026 | | Submission deadline | 19 Jun 2025 | | Future notice date | 27 May 2025 | | Award date | 26 Apr 2026 | | Contract period | 25 May 2026 - 25 May 2034 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £500,000,000 | | Lots value | £500,000,000 | | Awards value | £500,000,000 | | Contracts value | £500,000,000 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | HM 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 | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | CAPGEMINI | ## 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 - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 2 Jun 2026 at 11:02 - Award - UK7 - Contract Details Notice - https://www.find-tender.service.gov.uk/Notice/051827-2026 - 27 Apr 2026 at 11:00 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/037972-2026 - 29 May 2025 at 17:48 - TenderUpdate - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/028620-2025 - 29 May 2025 at 16:37 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/028613-2025 - 21 May 2025 at 16:41 - Planning - UK3 - Planned Procurement Notice - https://www.find-tender.service.gov.uk/Notice/024333-2025 - 28 Apr 2025 at 12:50 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/017308-2025 ## Documents - https://www.find-tender.service.gov.uk/Notice/051827-2026 2nd June 2026 - Contract details notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/037972-2026 27th April 2026 - Contract award notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/028620-2025 29th May 2025 - Tender notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/028613-2025 29th May 2025 - Tender notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/024333-2025 21st May 2025 - Planned procurement notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/017308-2025 28th April 2025 - Preliminary market engagement notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/Attachment/A-1580 ARIBA supplier guidance - https://www.find-tender.service.gov.uk/Notice/Attachment/A-1581 ARIBA Supplier registration guidance - https://www.find-tender.service.gov.uk/Notice/Attachment/A-1582 Ethical walls agreement - https://www.find-tender.service.gov.uk/Notice/Attachment/A-1731 - https://www.find-tender.service.gov.uk/Notice/Attachment/A-1732 - https://www.find-tender.service.gov.uk/Notice/Attachment/A-1775 Tender Instructions, Conditions of Participation, Procurement Specific Questionnaire and Evaluation Criteria ## Notice URLs - http://hmrc.sourcing-eu.ariba.com/ad/selfRegistration - http://proposals.seller.ariba.com - http://www.capgemini.com/ - https://www.cgi.com/uk/en-gb - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865 - https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 - https://www.legislation.gov.uk/ukpga/2023/54/contents ## 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-05085d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05085d.json.