---
title: "Omni-Channel Contact Centre as a Service (CCaaS)"
ocid: "ocds-h6vhtk-0584b6"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0584b6"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0584b6.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0584b6.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "HM REVENUE & CUSTOMS"
published: "2025-08-18"
---

# Omni-Channel Contact Centre as a Service (CCaaS)

Buyer: HM REVENUE & CUSTOMS  
Current stage: Planning  
OCID: ocds-h6vhtk-0584b6

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0584b6)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0584b6.json)

## Summary

The procurement process led by HM Revenue & Customs (HMRC) focuses on acquiring an Omni-Channel Contact Centre as a Service (CCaaS), including its implementation, support, and optimisation. This opportunity falls under the services industry category, specifically IT services including consulting, software development, Internet, and support, as classified under the CPV code 72000000. The procurement is in the 'planned' stage, with a contract period scheduled from the 1st of October 2025 to the 30th of September 2035. The procurement notice is expected to be published on or shortly after the 19th of August 2025. HMRC, a central government authority, is based at 100 Parliament Street, London.

This tender represents significant business growth potential for firms specialising in IT and contact centre technologies. Companies offering innovative and integrated omnichannel solutions will find this procurement an ideal fit. As the requirement includes implementation and ongoing support, businesses with a strong track record in service management and technical support will be well-placed to compete. With a decade-long contract period, this procurement offers a substantial engagement opportunity for providers looking to expand their footprint in the public sector IT service market.

## Notice

Omni-Channel Contact Centre as a Service, Implementation, Support and Optimisation

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/049328-2025 |
| Notice type | UK1 - Pipeline 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 | 18 Aug 2025 |
| Submission deadline | Not specified |
| Future notice date | 19 Aug 2025 |
| Award date | Not specified |
| Contract period | 30 Sep 2025 - 30 Sep 2035 |
| 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 | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| Contracts status | Not specified |

## 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 |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 18 Aug 2025 at 07:33 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/049328-2025
- 11 Aug 2025 at 06:55 - Planning - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/047472-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/049328-2025
  18th August 2025 - Pipeline notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/047472-2025
  11th August 2025 - Pipeline notice on Find a Tender

## Notice URLs

- 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-0584b6. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0584b6.json.