Scope
Description
HMRC has been conducting preliminary market engagement activities for the development of a 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 the potential for innovation and transformation.
This Planned Procurement Notice, is being published to notify the market of HMRC's intention to launch the official tender process. This will commence with a participation phase including Conditions of Participation and Procurement Specific Questionnaire. The commencement of this phase will mark the official closure of the preliminary market engagement period.
It should be noted that as part of the Conditions of Participation release, all suppliers (Implementation Partners) will be expected to demonstrate compliance with HMRC's list of 'must-have' non-functional requirements (NFRs).
Suppliers should also note the attached Ethical Walls Agreement template. As part of your Conditions of Participation submission, any relevant suppliers (i.e. those suppliers who currently provide IT customer contact services to HMRC, including any integration services to the wider HMRC IT estate) should provide an indication of the named individuals who will form part of their business as usual service delivery and bid teams.
Whilst we will not require a signed Ethical Walls Agreement to access the Conditions of Participation documentation, all relevant or impacted suppliers will be expected to provide a signed version ahead of the release of the tender documentation at the Invitation to Submit Initial Tender (ISIT) stage.
To prepare for the procurement launch, suppliers should ensure they are signed up to and registered on HMRC's e-sourcing platform, Ariba, in advance of the release of the Tender Notice. This is to ensure:
1) All relevant communications regarding tender documentation can be received by all interested suppliers.
2) Only suppliers (Implementation Partners) who are registered on Ariba will be able to request access to the Conditions of Participation and Procurement Specific Questionnaire.
The attached Ariba guidance will aid suppliers throughout the registration process.
For clarity, tenders are to be submitted only by Implementation Partner suppliers, who will therefore need to be registered on Ariba.
Once registered, please send your ANID ('Unique Company Identifier') to HMRC at it-customer-engagement@hmrc.gov.uk. Without this, you will not be able to view or access any tender documentation.
Please note, all dates provided in this notice are not final and HMRC reserves the right to change or amend any dates at its discretion.
Any changes to dates or timelines will be disseminated to suppliers in a timely manner to ensure full transparency and salient disclosure throughout the procurement process.
Information on this requirement, and documents/content previously shared can be found on the below links.
April 2025
- https://www.find-tender.service.gov.uk/Notice/017308-2025
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
Total value (estimated)
- £500,000,000 excluding VAT
- £600,000,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 19 December 2025 to 16 December 2033
- Possible extension to 14 December 2035
- 9 years, 11 months, 27 days
Description of possible extension:
The period of the agreement for the HMRC Contact Centre as a Service (CCaaS) is an initial term of 8 years (96 months), with extension options of 2 x 1 years (24 months); this provides a maximum duration of 10 years (120 months).
Main procurement category
Services
CPV classifications
- 72000000 - IT services: consulting, software development, Internet and support
Contract locations
- UK - United Kingdom
Submission
Publication date of tender notice (estimated)
27 May 2025
Submission type
Requests to participate
Deadline for requests to participate
23 June 2025, 11:59pm
Languages that may be used for submission
English
Award decision date (estimated)
1 December 2025
Procedure
Procedure type
Competitive flexible procedure
Documents
Associated tender documents
170301 Ariba Supplier Guidance v7.pdf
ARIBA supplier guidance
Ariba Guidance - Supplier Registration (SLP).pdf
ARIBA Supplier registration guidance
Ethical walls agreement Template.docx
Ethical walls agreement
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