Section one: Contracting authority
one.1) Name and addresses
H M Revenue & Customs
Trinity Bridge House, 2 Dearman's Place
Salford
M3 5BS
Contact
Molly Heywood
Telephone
+44 3000583883
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.3) Communication
Additional information can be obtained from the above-mentioned address
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Other activity
Direct and Indirect Tax Collection
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Input and Output Communications SR442088773
Reference number
SR442088773-1
two.1.2) Main CPV code
- 79800000 - Printing and related services
two.1.3) Type of contract
Services
two.1.4) Short description
This PIN is not a call for competition. HMRC would like to invite potential suppliers to participate in a pre-market engagement activity during the period week commencing 18th July 2022. If you are interested, please email molly.heywood@hmrc.gov.uk to be invited to the Request For Information and view the problem statement.
HMRC is developing future options for technology-based capabilities to enable the effective and efficient management, and control of both inbound and outbound communications, designed to support HMRC customers with the collection of tax and payment of benefits.
The problem statement to be provided by HMRC outlines the specific challenges we are facing whilst developing our future communications service delivery. HMRC is seeking input from the market to understand:
1. How potential suppliers can best maintain the current high standards of communication linked to a specific set of services (printed post, SMS, outbound Email, and scanned post),
2. How potential suppliers can best support HMRC on its digital transformation journey
3. How best emerging technologies could improve and transform upon the level of customer service offered.
Note, more information is provided within the problem statement.
two.1.5) Estimated total value
Value excluding VAT: £100,000,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 64212100 - Short Message Service (SMS) services
- 64212200 - Enhanced Messaging Service (EMS) services
- 64212300 - Multimedia Message Service (MMS) services
- 64216100 - Electronic message services
- 64216110 - Electronic data exchange services
- 64216120 - Electronic mail services
- 79999100 - Scanning services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
HMRC has a bold ambition to increase and encourage the use of digital channels to communicate with customers in similar ways to leading private sector companies. This is likely to lead to a forecasted reduction in print/outbound mail volumes and increase the use of other digital channels. This is likely to fall within the lifetime of this new contract/s. From this, the following benefits are anticipated:
• Improved customer experience through more convenient, faster means of transacting with HMRC
• Improved colleague experience through improved technology, improved ways of working and re-focus onto high value work
• Opportunities to drive increased compliance and close the tax gap
• Increased efficiency and value for money
Contracts within the Input and Output communications space are due to expire, and a new tender process is being enacted, led by HMRC to include the VOA (where appropriate).
The initial services to be delivered under the contract/s could include:
- The provision of current inbound and outbound comms services - this includes provision of printed post, SMS, outbound Email, and scanned post.
- The provision of support, advice, and innovation to create and jointly deliver efficiencies in the current service and in how to move towards digital channels in the space of input and output communication.
two.2.14) Additional information
Further details and registration for the pre-market engagement activity will be completed electronically though HMRC's SAP Ariba eSourcing tool. You will be required to advise your interest to molly.heywood@hmrc.gov.uk to be added to the Ariba event and complete a short questionnaire upon registration, via the Ariba system.
Suppliers using HMRCs Ariba for the first time, will need to register at:
http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full
As part of the registration process you will receive a system generated email.
Once you have obtained your account ID (AN) number, please email molly.heywood@hmrc.gov.uk with the following information:
The contract title shown in Section II.1.1)
Your organisation's HMRC SAP Ariba account ID
two.3) Estimated date of publication of contract notice
1 October 2022
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section six. Complementary information
six.3) Additional information
The pre-market engagement will consist of a written submission in response to a problem statement provided by HMRC by 4:00pm 14/07/2022. This will be followed up by 1-2-1 presentations to clarify and expand. The presentations are expected to take place in Croydon from week commencing 18/07/2022. Further information will be provided as part of the RFI event in Ariba.
If you would like to participate in this market engagement event and be invited to 1-2-1s, please message Molly Heywood through the Ariba portal confirming your interest to participate.