Section one: Contracting authority
one.1) Name and addresses
H M Revenue & Customs
Customs House Annexe, 20 Lower Thames Street
London
EC3R6EE
Contact
Matthew Taylor
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
https://www.gov.uk/government/organisations/hm-revenue-customs
one.3) Communication
Additional information can be obtained from another address:
H M Revenue & Customs
Customs House Annexe, 20 Lower Thames Street
London
EC3R6EE
Contact
Matthew Taylor
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
https://www.gov.uk/government/organisations/hm-revenue-customs
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Other activity
Customer Digital Engagement
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
RFI - Digital Engagement Platform
Reference number
SR1066565766
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market.
HMRC's Digital Engagement Platform (DEP) already supports millions of customers through the provision of customer support by developing and optimising Digital Assistants/Conversational User interface and webchat capability and we'll soon be trialling asynchronous messaging (both technically and operationally). As part of HMRC's 'Digital First' Strategy, we will continue to transform how we engage with our customers and grow this capability - enabling self-service and digital containment to reduce telephony demand.
two.1.5) Estimated total value
Value excluding VAT: £5,000,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market.
HMRC are currently reviewing our requirement for the future 'Platform as a Service' for provision of webchat, digital assistant/Conversational User Interface (CUI), asynchronous messaging and a supporting reporting and analytics capability from a 'cloud-based' solution.
The department's vision is to provide an omni-channel, flexible approach to customer contact - providing customer service solutions that meet demand in a way that works both for customers and our contact centre model.
two.2.14) Additional information
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 see section "VI.3. Additional information" and email matthew.taylor5@hmrc.gov.uk the information required that is noted in section VI.3 to be invited to the Request For Information and view the RFI document.
two.3) Estimated date of publication of contract notice
30 September 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
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 matthew.taylor5@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 matthew.taylor5@hmrc.gov.uk with the following information:
The contract title shown in Section II.1.1)
Your organisation's HMRC SAP Ariba account ID