Scope
Reference
SR2254976364
Description
FOR INFORMATION ONLY - NO ACTION REQUIRED
HMRC has been conducting early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services.
Key Information
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 Run & Optimise services with an option for incentivised innovation and optimisation
Previous notices have been provided prior to the launch of the Procurement Act 2023. This notice is being published to allow for linking to future Planned Procurement and associated notices.
Information on this requirement, and documents/content previously shared can be found on the below links.
Notices previous 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
This notice does not constitute a further period of Pre-Market Engagement and suppliers are asked to take no further action.
Total value (estimated)
- £500,000,000 excluding VAT
- £600,000,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 20 December 2025 to 20 December 2033
- Possible extension to 20 December 2035
- 10 years, 1 day
Main procurement category
Services
CPV classifications
- 48512000 - Interactive voice response software package
- 48517000 - IT software package
- 48900000 - Miscellaneous software package and computer systems
- 64210000 - Telephone and data transmission services
- 72000000 - IT services: consulting, software development, Internet and support
Contract locations
- UK - United Kingdom
Engagement
Engagement deadline
28 April 2025
The engagement was carried out before this notice was published.
Engagement process description
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
Contracting authority
HM Revenue & Customs
- Public Procurement Organisation Number: PVMW-8599-JZNJ
100 Parliament Street
London
SW1A 2BQ
United Kingdom
Region: UKI32 - Westminster
Organisation type: Public authority - central government