Scope
Description
HMRC is commencing work on the Enterprise Customer Relationship Management (E-CRM) Programme, that is aiming to transform the way HMRC works with its customers. The programme is critical to supporting the government's critical aims for HMRC to modernise its systems, improve customer service, and close the Tax Gap. The programme will support delivery of a number of technology products and delivery support services to enable HMRC to provide a 360 view of the customer, rationalise its technology estate, and put it in the best position to leverage all the opportunities of industry leading capabilities and AI tools.
A central component to the delivery of this programme is the procurement of a Core Software as a Service (SaaS) CRM solution that will underpin HMRCs Enterprise vision. Additional solutions shall be required in order to supplement and enhance these core capabilities and provide HMRC with the full suite of tools it needs to deliver for the taxpayer.
Products HMRC will likely be looking to procure include:
• Core CRM Software as a Service Platform, including registration, subscription and customer record management capabilities.
• Identity, Verification and Access (IDV&A) software as a service.
• Fraud prevention mechanisms.
• Secure Digital Exchange & Communication (SDEC) software as a service and document storage.
• Architecture and product technical support (vendor specific).
These capabilities are intended to form the backbone of HMRCs customer management capabilities, and will be made available to tax regimes in priority order.
The new CRM system will be required to seamlessly integrate with updated customer service platforms, including the future Contact Centre as a Service (CCaaS) which will also be procured in 2025, directly enhancing taxpayer interactions, streamlining services, and reducing administrative burdens.
The department intends to seek bids from Software Vendors, with future procurements planned once the CRM solutions is known for System Integrators (Implementation Partner(s)) to deliver the business outcomes and benefits.
HMRC anticipates that the Core CRM SaaS procurement will be completed via the competitive flexible procedure under the Procurement Act 2023 (PA23), with consideration of lots utilised for supplementary capabilities to enable broad market participation and access to the best technology solutions.
Disclaimer
- This notice is issued as part of HMRC's transparency and engagement processes under the Procurement Act 2023 (PA23), and should be regarded as satisfying part of the statutory requirements prior to the formal launch of the procurement process.
- HMRC reserves the right to amend, revise or cancel any part of this engagement, including but not limited to the criteria, scope, timelines or approach outlined in this notice. Nothing in this notice or related documents commits HMRC to any specific approach, criteria or timetable.
- This notice does not constitute an Expression of Interest (EOI) or the start of the formal procurement process. HMRC reserves the right to amend its engagement approach as the programme evolves.
Total value (estimated)
- £1,000,000,000 excluding VAT
- £1,200,000,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 2 February 2026 to 1 February 2036
- Possible extension to 1 February 2041
- 15 years
Main procurement category
Services
CPV classifications
- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support
Contract locations
- UK - United Kingdom
Engagement
Engagement deadline
30 May 2025
Engagement process description
In early April, HMRC undertook informal market engagement to explore the core CRM capabilities in the market. This exercise helped the department consider what capabilities are standard in the market and what supplementary lots were likely to be needed to ensure effective competition in a fair and transparent manner.
The next step in the market engagement will be a virtual initial supplier briefing session on 6th May to allow HMRC to provide a high-level view on the vision, requirements, and procurement approach. A further session will take place on 13th May where HMRC will go into the requirements in a greater level of detail. To receive the invitation to these events, suppliers will need to be registered on the HMRC instance of SAP Ariba and provide the details of their account to HMRC. Upon the provision of these details, HMRC will invite the supplier to the event on Ariba to provide details of those who will be attending the virtual session. As part of this activity, a Non-Disclosure Agreement (NDA) will need to be signed by suppliers in order to attend the briefing session.
After this briefing session, all suppliers will have the opportunity to provide feedback on the content covered at the briefing session via the SAP Ariba event.
HMRC also intend to share core tender and contractual documentation for feedback through the messaging portal in the Ariba event in the coming weeks. The deadline for feedback for these document drops will be set out when the documents are shared.
Registration on HMRC's instance of SAP Ariba:
If you are not already registered, the registration link is: http://hmrc.sourcing-eu.ariba.com/ad/selfRegistration
As part of the registration process you will receive a system generated email asking you to activate your SAP Ariba supplier account by verifying your email address. Once you have completed the activation process you will receive a further email by return confirming the 'registration process is now complete' and providing you with 'your organisation's account ID' number. If an email response from HMRC is not received within one working day of your request, please re-contact sapariba.hmrcsupport@hmrc.gov.uk (after first checking your spam in-box) notifying non-receipt and confirming when your registration request was first made.
Once you have obtained 'your organization's account ID' number, please email Christopher.edwards@hmrc.gov.uk and copy in jessica.goodwin1@hmrc.gov.uk with your:
• Your organisation's HMRC SAP Ariba account ID
• Your organisation name
• Your name
• Your email address
• Your telephone number.
Once you have complied with the foregoing you will receive an e-mail confirming access to the e-sourcing event. Further information about HMRC's procurement tool SAP Ariba, a Suppliers Guide and general information about supplying to HMRC is available on the HMRC website: www.hmrc.gov.uk/about/supplying.htm
If you have already registered on SAP Ariba then you may also need to re-register on HMRC's SAP Ariba in order to be added to the event.
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Publication date of tender notice (estimated)
23 June 2025
Contracting authority
HM Revenue & Customs
- Public Procurement Organisation Number: PVMW-8599-JZNJ
100 Parliament Street
London
SW1A 2BQ
United Kingdom
Contact name: Chris Edwards
Region: UKI32 - Westminster
Organisation type: Public authority - central government
Other organisations
These organisations are carrying out the procurement, or part of it, on behalf of the contracting authorities.
Cabinet Office
Summary of their role in this procurement: Complex Transactions Team supporting the HMRC Commercial team, primarily around evaluation and negotiation strategy and delivery.
- Public Procurement Organisation Number: PRVX-1591-PJVV
70 Whitehall
London
SW1A 2AS
United Kingdom
Region: UKI32 - Westminster
BARINGA PARTNERS LLP
Summary of their role in this procurement: Supporting HMRC Commercial to deliver the end-to-end procurement.
- Companies House: OC303471
- Public Procurement Organisation Number: PBCH-8892-NJGT
62 Buckingham Gate
London
SW1E 6AJ
United Kingdom
Email: tenders@baringa.com
Website: https://www.baringa.com/en/
Region: UKI32 - Westminster