---
title: "HMRC Customer Relationship Management"
ocid: "ocds-h6vhtk-0584b5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0584b5"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0584b5.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0584b5.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "HM REVENUE & CUSTOMS"
published: "2026-05-27"
---

# HMRC Customer Relationship Management

Buyer: HM REVENUE & CUSTOMS  
Current stage: Tender  
OCID: ocds-h6vhtk-0584b5

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## Summary

HM Revenue & Customs (HMRC), located at 100 Parliament Street, London, with the postal code SW1A 2BQ, is currently in the tender stage for the procurement of a Software as a Service (SaaS) Customer Relationship Management (CRM) system. This tender, titled "HMRC Customer Relationship Management," falls within the IT services industry category, specifically consulting, software development, and support, and is estimated to have a total contract value of £2 billion. The procurement process is classified as a competitive flexible procedure under the Procurement Act 2023. Suppliers must submit their applications by the tender closing date, 22 June 2026, with the award expected to follow by 1 August 2026. The contract is planned to commence on 1 August 2026 and may extend up to 2041.

This procurement presents valuable opportunities for companies specializing in CRM systems, particularly those with capabilities in marketing, customer management, AI, and secure digital communication solutions. Businesses proficient in offering both core and additional CRM functionalities, either through first-party or third-party solutions, will find this tender advantageous. The contract also necessitates the provision of professional services for implementation support, making it suitable for firms with a comprehensive service portfolio that can assist HMRC in not only deploying the CRM system but also innovatively enhancing its capabilities over the contract term. The procurement fosters a competitive environment aimed at fostering innovation and value, aligning well with firms focused on delivering cutting-edge CRM technologies and services.

## Notice

IMPORTANT INFORMATION (DISCLAIMER): THIS IS A RE-PUBLICATION OF TENDER NOTICE: Procurement identifier (OCID): ocds-h6vhtk-050568 "HMRC Customer Relationship Management" FOR THE PURPOSES OF THE PROCUREMENT ACT 2023 S.31 "Modifying a section 19 procurement". HMRC IS NOT ACCEPTING NEW PARTICIPANTS. As part of the HMRC Enterprise Customer Relationship Management Programme, HMRC are seeking a supplier to provide Software as a Service Customer Relationship Management. There will be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities. The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include: * Marketing & Campaign Management * Customer Management * Case Management * Interaction, Channel and Messaging Management * AI * Insights * Reporting & Intelligence * Customer Experience (Customer Portal and App) Additional capabilities can be provided by on first- or third-party basis, and include: * Identity, Verification & Authentication * Secure Digital Exchange Communications (SDEC) * Fraud * Data & Integration Management * Operational Management * Knowledge Management * Non-Compliance Management Suppliers are also expected to provide an element of professional services to support implementation that the Authority can call down on.

### Lot Information

Lot 1

Options: The right to additional purchases while the contract is valid. Additional CRM Licences, associated capabilities, and Professional Services. This could include future innovation and elements of the vendors development roadmap within the scope of CRM. Should a contract be awarded, it shall be awarded on a non-exclusive basis and the Authority reserves the right to enter into agreement with other suppliers for the same or similar services.

Renewal: We anticipate a 10 year initial period with optional extensions taking the total contract length up to 15 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/049589-2026 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning, Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 27 May 2026 |
| Submission deadline | 22 Jun 2026 |
| Future notice date | 19 Aug 2025 |
| Award date | Not specified |
| Contract period | 31 Jul 2026 - 30 Apr 2036 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,000,000,000 |
| Lots value | £2,000,000,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HM REVENUE & CUSTOMS |
| Additional buyers | BARINGA PARTNERS LLP |
| 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

- 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

- 27 May 2026 at 11:01 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/049589-2026
- 18 Aug 2025 at 07:28 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/049327-2025
- 11 Aug 2025 at 06:49 - Planning - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/047470-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/049589-2026
  27th May 2026 - Tender notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/049327-2025
  18th August 2025 - Pipeline notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/047470-2025
  11th August 2025 - Pipeline notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-16748
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-16749
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-16750

## Notice URLs

- http://hmrc.sourcing-eu.ariba.com/ad/selfRegistration
- http://proposals.seller.ariba.com
- https://www.baringa.com/en/
- 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-0584b5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0584b5.json.