Section one: Contracting authority
one.1) Name and addresses
HM Revenue and Customs
Plaza 1, Ironmasters Way
Telford
TF3 4NT
Contact
Baljinder Sall
Telephone
+44 7392316402
Country
United Kingdom
NUTS code
UK - UNITED KINGDOM
Internet address(es)
Main address
https://www.gov.uk/government/organisations/hm-revenue-customs
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Other activity
Collection of Direct and Indirect Taxation
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
MFA, Email &SMS Campaigns and Multi Device Messaging
Reference number
SR283623798
two.1.2) Main CPV code
- 64212100 - Short Message Service (SMS) services
two.1.3) Type of contract
Services
two.1.4) Short description
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.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 64212000 - Mobile-telephone services
- 48223000 - Electronic mail software package
- 64210000 - Telephone and data transmission services
- 64216120 - Electronic mail services
- 72212223 - Electronic mail software development services
- 48517000 - IT software package
- 48511000 - Desktop communications software package
two.2.3) Place of performance
NUTS codes
- UK - UNITED KINGDOM
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
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 £6.5m with the provision to extend for a further 12 month term, total value of 24 month term with 12 month extension approx. £9.75m**
two.2.5) Award criteria
Quality criterion - Name: Social, Environmental & Innovative Characteristics / Weighting: 5
Quality criterion - Name: Technical Merit - Service Requirements / Weighting: 40
Quality criterion - Name: Management Activity / Weighting: 15
Cost criterion - Name: Charges and Invoicing / Weighting: 40
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2020/S 214-525823
Section five. Award of contract
A contract/lot is awarded: No
five.1) Information on non-award
The contract/lot is not awarded
Other reasons (discontinuation of procedure)
Section six. Complementary information
six.3) Additional information
The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.Economic operators who wish to view the tender documentation electronically can do so by searching on the Contracts Finder website:https://www.contractsfinder.service.gov.uk/Search login 48 hours after the dispatch of this notice.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=583578749
GO Reference: GO-202146-PRO-18043479
six.4) Procedures for review
six.4.1) Review body
HM Revenue and Customs
Plaza 1, Ironmasters Way
Telford
TF3 4NT
Telephone
+44 7392316402
Country
United Kingdom
Internet address
https://www.gov.uk/government/organisations/hm-revenue-customs