Section one: Contracting authority
one.1) Name and addresses
H M Revenue & Customs
100 PARLIAMENT STREET
LONDON
SW1A2BQ
Contact
Bhavina Patel
Country
United Kingdom
NUTS code
UKI32 - Westminster
Justification for not providing organisation identifier
Not on any register
Internet address(es)
Main address
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Other activity
Tax
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Input and Output Communications
Reference number
CW89508
two.1.2) Main CPV code
- 79810000 - Printing services
two.1.3) Type of contract
Services
two.1.4) Short description
HMRC was looking to appoint a supplier to deliver, under a single contract, a trusted service for continuity of current communication services as well as to support our vision for innovative solutions to assist with our digital transformation.
Through this opportunity, HMRC was looking for a supplier(s) who have capabilities to enable the effective and efficient management, and deliver of both inbound and outbound communications, designed to support HMRC and its customers with the collection
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of tax and administering of benefits and support of customs operations.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £140,000,000
two.2) Description
two.2.2) Additional CPV code(s)
- 22000000 - Printed matter and related products
- 64212100 - Short Message Service (SMS) services
- 64212300 - Multimedia Message Service (MMS) 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. 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
HMRC are looking to incorporate its current Input and Output communications contracts into a single contract in order to improve efficiency and realise substantial savings.
The initial service lines to be delivered under the contract shall include:
- The provision of current inbound and outbound communication services - this includes provision of printed post, SMS, outbound Email, and scanned mail .
- 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.
This contract will be enabled for Government Banking to use.
The maximum contract value will be £140million over the contract period of five (5) years plus a possible two (2) years extension.
two.2.5) Award criteria
Quality criterion - Name: Technical Merit / Weighting: 60
Quality criterion - Name: Social Value / Weighting: 10
Price - Weighting: 30
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-010389
Section five. Award of contract
Contract No
SR980381936
Title
SR980381936
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
25 August 2023
five.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 0
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Restore Digital Limited
Bilston
Country
United Kingdom
NUTS code
- UK - United Kingdom
Companies House
04624743
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £140,000,000
Total value of the contract/lot: £140,000,000
five.2.5) Information about subcontracting
The contract is likely to be subcontracted
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
HMRC Commercial Directorate
HMRC Commercial Directorate
Salford
M3 5BS
Country
United Kingdom