{ "uri": "https://www.find-tender.service.gov.uk/api/1.0/ocdsRecordPackages/ocds-h6vhtk-05085d", "publisher": { "name": "Cabinet Office", "scheme": "GB-GOR", "uid": "D2", "uri": "https://www.gov.uk/government/organisations/cabinet-office" }, "publishedDate": "2026-08-24T15:49:00+01:00", "license": "http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/", "publicationPolicy": "https://www.gov.uk/government/publications/open-contracting", "version": "1.1", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ], "packages": [ "https://www.find-tender.service.gov.uk/api/1.0/ocdsRecordPackages/ocds-h6vhtk-05085d" ], "records": [ { "ocid": "ocds-h6vhtk-05085d", "releases": [ { "ocid": "ocds-h6vhtk-05085d", "id": "017308-2025", "tag": [ "planning" ], "date": "2025-04-28T13:50:58+01:00", "initiationType": "tender", "parties": [ { "name": "HM Revenue & Customs", "id": "GB-PPON-PVMW-8599-JZNJ", "identifier": { "scheme": "GB-PPON", "id": "PVMW-8599-JZNJ" }, "address": { "streetAddress": "100 Parliament Street", "locality": "London", "postalCode": "SW1A 2BQ", "country": "GB", "countryName": "United Kingdom", "region": "UKI32" }, "contactPoint": { "email": "it-customer-engagement@hmrc.gov.uk" }, "roles": [ "buyer" ], "details": { "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthorityCentralGovernment", "description": "Public authority - central government" } ] } } ], "buyer": { "id": "GB-PPON-PVMW-8599-JZNJ", "name": "HM Revenue & Customs" }, "planning": { "milestones": [ { "id": "engagement", "type": "engagement", "description": "Please see previous notices published:\nDecember 2024: https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 \nJuly 2024: https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865", "dateMet": "2025-04-28T00:00:00+01:00", "status": "met" } ], "documents": [ { "id": "017308-2025", "documentType": "marketEngagementNotice", "noticeType": "UK2", "description": "Preliminary market engagement notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/017308-2025", "datePublished": "2025-04-28T13:50:58+01:00", "format": "text/html" } ] }, "tender": { "id": "SR2254976364", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "HMRC Contact Centre as a Service", "description": "FOR INFORMATION ONLY - NO ACTION REQUIRED\nHMRC has been conducting early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services. \nKey Information\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products;\n2. Service design, implementation and configuration services;\n3. Run & Support services, including proactive maintenance and testing;\n4. Ongoing Run & Optimise services with an option for incentivised innovation and optimisation\nPrevious notices have been provided prior to the launch of the Procurement Act 2023. This notice is being published to allow for linking to future Planned Procurement and associated notices.\nInformation on this requirement, and documents/content previously shared can be found on the below links.\nNotices previous published:\nDecember 2024 - https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 \nJuly 2024 - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865\nThis notice does not constitute a further period of Pre-Market Engagement and suppliers are asked to take no further action.", "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "48517000", "description": "IT software package" }, { "scheme": "CPV", "id": "48900000", "description": "Miscellaneous software package and computer systems" }, { "scheme": "CPV", "id": "64210000", "description": "Telephone and data transmission services" }, { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ], "deliveryAddresses": [ { "region": "UK", "country": "GB", "countryName": "United Kingdom" } ], "relatedLot": "1" } ], "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "mainProcurementCategory": "services", "aboveThreshold": true, "lots": [ { "id": "1", "contractPeriod": { "startDate": "2025-12-20T00:00:00Z", "endDate": "2033-12-20T23:59:59Z", "maxExtentDate": "2035-12-20T23:59:59Z" }, "hasRenewal": true, "status": "planning" } ], "status": "planning" }, "language": "en", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ] }, { "id": "024333-2025", "tag": [ "planning" ], "date": "2025-05-21T17:41:52+01:00", "initiationType": "tender", "planning": { "documents": [ { "id": "024333-2025", "documentType": "plannedProcurementNotice", "noticeType": "UK3", "description": "Planned procurement notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/024333-2025", "datePublished": "2025-05-21T17:41:52+01:00", "format": "text/html" } ] }, "ocid": "ocds-h6vhtk-05085d", "parties": [ { "name": "HM Revenue & Customs", "id": "GB-PPON-PVMW-8599-JZNJ", "identifier": { "scheme": "GB-PPON", "id": "PVMW-8599-JZNJ" }, "address": { "streetAddress": "100 Parliament Street", "locality": "London", "postalCode": "SW1A 2BQ", "country": "GB", "countryName": "United Kingdom", "region": "UKI32" }, "contactPoint": { "email": "it-customer-engagement@hmrc.gov.uk" }, "roles": [ "buyer" ], "details": { "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthorityCentralGovernment", "description": "Public authority - central government" } ] } } ], "buyer": { "id": "GB-PPON-PVMW-8599-JZNJ", "name": "HM Revenue & Customs" }, "tender": { "id": "SR2254976364", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "HMRC Contact Centre as a Service (CCaaS) Procurement", "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.\nKey Information\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run & support services, including proactive maintenance and testing.\n4. Ongoing run & optimise services with the potential for innovation and transformation.\nThis 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.\nIt 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).\nSuppliers 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.\nWhilst 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.\nTo 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:\n1)\tAll relevant communications regarding tender documentation can be received by all interested suppliers.\n2)\tOnly suppliers (Implementation Partners) who are registered on Ariba will be able to request access to the Conditions of Participation and Procurement Specific Questionnaire. \nThe attached Ariba guidance will aid suppliers throughout the registration process.\nFor clarity, tenders are to be submitted only by Implementation Partner suppliers, who will therefore need to be registered on Ariba. \nOnce 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.\nPlease note, all dates provided in this notice are not final and HMRC reserves the right to change or amend any dates at its discretion.\nAny 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.\nInformation on this requirement, and documents/content previously shared can be found on the below links.\nApril 2025\n-\thttps://www.find-tender.service.gov.uk/Notice/017308-2025 \nDecember 2024 \n-\thttps://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175\nJuly 2024 \n-\thttps://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865", "status": "planned", "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ], "deliveryAddresses": [ { "region": "UK", "country": "GB", "countryName": "United Kingdom" } ], "relatedLot": "1" } ], "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "procurementMethod": "selective", "procurementMethodDetails": "Competitive flexible procedure", "mainProcurementCategory": "services", "aboveThreshold": true, "submissionTerms": { "languages": [ "en" ] }, "expressionOfInterestDeadline": "2025-06-23T23:59:59+01:00", "awardPeriod": { "endDate": "2025-12-01T23:59:59Z" }, "lots": [ { "id": "1", "status": "planned", "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "contractPeriod": { "startDate": "2025-12-19T00:00:00Z", "endDate": "2033-12-16T23:59:59Z", "maxExtentDate": "2035-12-14T23:59:59Z" }, "hasRenewal": true, "renewal": { "description": "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)." } } ], "documents": [ { "id": "A-1580", "documentType": "biddingDocuments", "description": "ARIBA supplier guidance", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1580", "format": "application/pdf" }, { "id": "A-1581", "documentType": "biddingDocuments", "description": "ARIBA Supplier registration guidance", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1581", "format": "application/pdf" }, { "id": "A-1582", "documentType": "biddingDocuments", "description": "Ethical walls agreement", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1582", "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document" } ], "communication": { "futureNoticeDate": "2025-05-27T23:59:59+01:00" } }, "language": "en", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ] }, { "id": "028613-2025", "tag": [ "tender" ], "date": "2025-05-29T17:37:30+01:00", "initiationType": "tender", "ocid": "ocds-h6vhtk-05085d", "parties": [ { "name": "HM Revenue & Customs", "id": "GB-PPON-PVMW-8599-JZNJ", "identifier": { "scheme": "GB-PPON", "id": "PVMW-8599-JZNJ" }, "address": { "streetAddress": "100 Parliament Street", "locality": "London", "postalCode": "SW1A 2BQ", "country": "GB", "countryName": "United Kingdom", "region": "UKI32" }, "contactPoint": { "email": "it-customer-engagement@hmrc.gov.uk" }, "roles": [ "buyer" ], "details": { "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthorityCentralGovernment", "description": "Public authority - central government" } ] } } ], "buyer": { "id": "GB-PPON-PVMW-8599-JZNJ", "name": "HM Revenue & Customs" }, "tender": { "id": "SR2254976364", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "HMRC Contact Centre as a Service (CCaaS) Procurement", "description": "HMRC is seeking an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. This update marks the next step in the programme, the formal launch of the procurement. \nKey Information \nThe CCaaS Programme aims to procure a solution encompassing: \n1. The provision of product licenses and future acquisition/development of associated add-on products. \n2. Service design, implementation and configuration services. \n3. Run & support services, including proactive maintenance and testing. \n4. Ongoing optimisation of services with the potential for innovation and transformation", "status": "active", "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "48517000", "description": "IT software package" }, { "scheme": "CPV", "id": "64215000", "description": "IP telephone services" }, { "scheme": "CPV", "id": "64227000", "description": "Integrated telecommunications services" }, { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ], "deliveryAddresses": [ { "region": "UK", "country": "GB", "countryName": "United Kingdom" } ], "relatedLot": "1" } ], "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "procurementMethod": "selective", "procurementMethodDetails": "Competitive flexible procedure", "procedure": { "features": "Stage 1: Suppliers are asked to respond to the Conditions of Participation (CoP), which will constitute a request to participate in this procurement process. All CoP submissions will be evaluated ahead of being invited to join Stage 2. The evaluation criteria for the CoP is set out in the document titled \"HMRC Tender Instructions and evaluation criteria PA 2023\". HMRC intends to invite up to six (6) of the highest-scoring suppliers, following evaluation of their CoP responses, to submit initial tenders for this procurement. \nStage 2: Those suppliers (top 6) who have been shortlisted following the conclusion of Stage 1 will be invited to submit initial tenders (ISIT) in line with the requirements of the procurement documentation, which will be provided as part of the Invitation to Submit Initial Tender (ISIT) stage. HMRC intends to invite up to three (3) of the highest-scoring suppliers, following evaluation of their ISIT responses, to the product validation stage of the procurement. \nStage 3: The top three (3) shortlisted suppliers will be invited to product validations and will be evaluated based on a set of defined use case scenarios. This provides an opportunity for HMRC to further assess how the proposed solution will practically meet HMRC's requirements, and the flexibility of the products to adapt/integrate with existing systems. \nStage 4: Following the product validation stage, HMRC intends to shortlist a maximum of two (2) suppliers to participate on the next stage. The two (2) suppliers will be selected based on the combined score from the ISIT and the Product Validation, where the ISIT will represent 85% of the total score and the Product Validation 15%. It is then the intention of the Authority to conduct negotiations with all remaining bidders. The practicalities of these negotiations will be outlined within the procurement documentation for those organisations who are invited to submit an initial tender \nStage 5: Following the conclusion of negotiations, bidders will be asked to participate in the Invitation to Submit Final Tender (ISFT) stage. These will be evaluated in line with the award criteria to determine the winning bidder(s), subject to agreement on all contractual terms and government approvals. \nAward criteria \nAward criteria will be set out in the 'HMRC CCaaS - Tender Instructions and Evaluation Criteria' document and submissions will be assessed on both quality and price \nHMRC reserves the right to refine the award criteria, as the procurement progresses, in accordance with s.24 of the Procurement Act 2023" }, "mainProcurementCategory": "services", "aboveThreshold": true, "coveredBy": [ "GPA", "CPTPP" ], "submissionMethodDetails": "Registering on Ariba: \nDue to our joint bid approach and restrictions within our e-procurement system (Ariba), specifically with regards the ability to process Consortium bids, we are stipulating that we must have ONE BIDDER submit the joint bid via Ariba on behalf of their respective consortium/partnership. This is to mitigate against technical restrictions within our e-procurement system only. Each unique bid which is submitted must be through a UNIQUE Ariba account. For example, if a bidder wishes to submit a variant bid, they would be required to create up to 3 unique Ariba accounts for their respective variants - a single account to manage more than 1 bid IS NOT permitted. \nSTEP 1 \nTo register for an HMRC Ariba account please follow the link below in full. Please note that to access HMRC's version of Ariba for the first time you must enter via the below link regardless of whether you have an existing account for the wider Ariba procurement network. \nhttp://hmrc.sourcing-eu.ariba.com/ad/selfRegistration \nPlease Note: For those Suppliers who are already registered on HMRC's Ariba e-Sourcing portal, please skip STEP 1 and go straight to STEP 4. \nSTEP 2 \nIf your organisation does not have an existing account on the wider Ariba supplier network, fill out all mandatory fields on the form including 'Company Information' and 'User Account Information' and select 'Register' (marked in red). If your organisation already has an existing account on the wider Ariba supplier network. Select 'Login' (marked in blue) to enter your credentials and submit your organisation for HMRC approval. \nSTEP 3 \nThis step assumes that a supplier is new to the wider Ariba supplier network and is setting up an account for the first time. If you have followed the process for an organisation with an account on the wider Ariba supplier network, please skip to Step 4. After submitting your details on the landing page, you will be redirected to a second page asking you to confirm your email address. The system will send an auto-generated email to the email address you registered the account with. To move to the next step of the process please follow the 'Click here to activate your Ariba account' link in the email. \nSTEP 4 \nFollowing the email link in STEP 3 redirects you to HMRC's instance of Ariba where you will be asked to provide further profile information as part of our Supplier Profile Questionnaire. You must complete and submit this information in order to participate in HMRC procurement 'events'. Following the verification link will also submit your profile to HMRC's Ariba Systems team for approval. Your account will only be fully activated once approval from the Ariba Systems Team has been received. \nSTEP 5 \nCompleting and submitting your company profile will send your account for approval to the HMRC Ariba Systems Team. Once your account has been verified and approved by this team you will receive an email as below. In the event of your account not being approved a member of the team will contact you stating why this is the case. The most common reason usually being that your organisation has an existing account on HMRC's instance of Ariba. \nSTEP 6 \nThe registration process is now complete. Following the link to http://proposals.seller.ariba.com will allow you to log into your account as below. Entering your login details on this page will take you directly through to your Ariba Commerce Cloud dashboard. It is on this page that events which you have been granted access to will appear. \nSTEP 7 \nIn order to gain access to an e-Sourcing 'event' that you have seen advertised in Find a Tender Service or on Contracts Finder you must have successfully registered for an account on HMRC's instance of the Ariba eProcurement suite. If you have an account on the wider Ariba supplier network this will not be sufficient to access HMRC procurement 'events' and you will need to follow the process detailed earlier in this pack - 'How to Register'. When you have successfully registered and been approved on HMRC's instance of Ariba you will be sent an automatically generated system ID via an email like the below. This number will begin 'AN...' and is required in order for HMRC Commercial Officers to be able to add you to e-Sourcing procurement events. \nSTEP 8 \nDetails of the Commercial Officer running the procurement exercise can be found in the 'About the Buyer' section of Find a Tender Service and Contracts Finder. This area provides the Officer's name and contact details. Should you wish to access the event please email the buyer in question at the email address stated on the notice detailing the following information quoting the title of the 'event' that you would like to access: \n• Your ANID \n• Your name \n• Your organisation's name \n• Your contact details \n• The Commercial Officer will then be able to grant you access to the 'event' including full tender documentation and supporting documents.", "submissionTerms": { "electronicSubmissionPolicy": "allowed", "languages": [ "en" ] }, "expressionOfInterestDeadline": "2025-06-23T12:00:00+01:00", "enquiryPeriod": { "endDate": "2025-06-19T12:00:00+01:00" }, "awardPeriod": { "endDate": "2026-01-20T23:59:59Z" }, "lots": [ { "id": "1", "status": "active", "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "awardCriteria": { "criteria": [ { "type": "quality", "name": "Stage 2: Requirements", "description": "Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nFurther details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.", "numbers": [ { "number": 25, "weight": "percentageExact" } ] }, { "type": "quality", "name": "Stage 2: Qualitative Questions", "description": "Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nFurther details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.", "numbers": [ { "number": 65, "weight": "percentageExact" } ] }, { "type": "quality", "name": "Stage 2: Social Value", "description": "Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nFurther details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.", "numbers": [ { "number": 10, "weight": "percentageExact" } ] } ] }, "selectionCriteria": { "criteria": [ { "description": "A maximum of 6 tenderers will be invited to the ISIT stage subject to passing the CoP ( Conditions of Participation) as part of the Procurement Specific Questionnaire ( PSQ).", "forReduction": true } ] }, "contractPeriod": { "startDate": "2026-02-09T00:00:00Z", "endDate": "2034-02-08T23:59:59Z", "maxExtentDate": "2036-02-08T23:59:59Z" }, "hasRenewal": true, "renewal": { "description": "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)." }, "hasOptions": true, "options": { "description": "Additional CCaaS Licences and associated capabilities, and Professional Services" } } ], "documents": [ { "id": "conflictOfInterest", "documentType": "conflictOfInterest", "description": "Not published" }, { "id": "A-1731", "documentType": "biddingDocuments", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1731", "format": "application/pdf" }, { "id": "A-1732", "documentType": "biddingDocuments", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1732", "format": "application/pdf" }, { "id": "A-1775", "documentType": "biddingDocuments", "description": "Tender Instructions, Conditions of Participation, Procurement Specific Questionnaire and Evaluation Criteria", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1775", "format": "application/pdf" }, { "id": "future", "documentType": "biddingDocuments", "accessDetails": "Access to all other documents shall be via HMRC's Ariba e-procurement solution. Access shall be limited to those suppliers registering as Systems Integrators intending to bid as a Primes to the contract.\nAccess shall not be granted to Software Vendors, sub-contracting partners or other parties. The Documents may be shared between the relevant solution ecosystem partners by the lead Systems Integrator." }, { "id": "028613-2025", "documentType": "tenderNotice", "noticeType": "UK4", "description": "Tender notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/028613-2025", "datePublished": "2025-05-29T17:37:30+01:00", "format": "text/html" } ] }, "language": "en", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ] }, { "id": "028620-2025", "tag": [ "tenderUpdate" ], "date": "2025-05-29T18:48:29+01:00", "initiationType": "tender", "ocid": "ocds-h6vhtk-05085d", "parties": [ { "name": "HM Revenue & Customs", "id": "GB-PPON-PVMW-8599-JZNJ", "identifier": { "scheme": "GB-PPON", "id": "PVMW-8599-JZNJ" }, "address": { "streetAddress": "100 Parliament Street", "locality": "London", "postalCode": "SW1A 2BQ", "country": "GB", "countryName": "United Kingdom", "region": "UKI32" }, "contactPoint": { "email": "it-customer-engagement@hmrc.gov.uk" }, "roles": [ "buyer" ], "details": { "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthorityCentralGovernment", "description": "Public authority - central government" } ] } } ], "buyer": { "id": "GB-PPON-PVMW-8599-JZNJ", "name": "HM Revenue & Customs" }, "tender": { "id": "SR2254976364", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "HMRC Contact Centre as a Service (CCaaS) Procurement", "description": "HMRC is seeking an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. This update marks the next step in the programme, the formal launch of the procurement.\nKey Information\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run & support services, including proactive maintenance and testing.\n4. Ongoing optimisation of services with the potential for innovation and transformation", "status": "active", "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "48517000", "description": "IT software package" }, { "scheme": "CPV", "id": "64215000", "description": "IP telephone services" }, { "scheme": "CPV", "id": "64227000", "description": "Integrated telecommunications services" }, { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ], "deliveryAddresses": [ { "region": "UK", "country": "GB", "countryName": "United Kingdom" } ], "relatedLot": "1" } ], "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "procurementMethod": "selective", "procurementMethodDetails": "Competitive flexible procedure", "procedure": { "features": "Stage 1: Suppliers are asked to respond to the Conditions of Participation (CoP), which will constitute a request to participate in this procurement process. All CoP submissions will be evaluated ahead of being invited to join Stage 2. The evaluation criteria for the CoP is set out in the document titled \"HMRC Tender Instructions and evaluation criteria PA 2023\". HMRC intends to invite up to six (6) of the highest-scoring suppliers, following evaluation of their CoP responses, to submit initial tenders for this procurement.\nStage 2: Those suppliers (top 6) who have been shortlisted following the conclusion of Stage 1 will be invited to submit initial tenders (ISIT) in line with the requirements of the procurement documentation, which will be provided as part of the Invitation to Submit Initial Tender (ISIT) stage. HMRC intends to invite up to three (3) of the highest-scoring suppliers, following evaluation of their ISIT responses, to the product validation stage of the procurement.\nStage 3: The top three (3) shortlisted suppliers will be invited to product validations and will be evaluated based on a set of defined use case scenarios. This provides an opportunity for HMRC to further assess how the proposed solution will practically meet HMRC's requirements, and the flexibility of the products to adapt/integrate with existing systems.\nStage 4: Following the product validation stage, HMRC intends to shortlist a maximum of two (2) suppliers to participate on the next stage. The two (2) suppliers will be selected based on the combined score from the ISIT and the Product Validation, where the ISIT will represent 85% of the total score and the Product Validation 15%. It is then the intention of the Authority to conduct negotiations with all remaining bidders. The practicalities of these negotiations will be outlined within the procurement documentation for those organisations who are invited to submit an initial tender\nStage 5: Following the conclusion of negotiations, bidders will be asked to participate in the Invitation to Submit Final Tender (ISFT) stage. These will be evaluated in line with the award criteria to determine the winning bidder(s), subject to agreement on all contractual terms and government approvals.\nAward criteria\nAward criteria will be set out in the 'HMRC CCaaS - Tender Instructions and Evaluation Criteria' document and submissions will be assessed on both quality and price\nHMRC reserves the right to refine the award criteria, as the procurement progresses, in accordance with s.24 of the Procurement Act 2023" }, "mainProcurementCategory": "services", "aboveThreshold": true, "coveredBy": [ "GPA", "CPTPP" ], "submissionMethodDetails": "Registering on Ariba:\nDue to our joint bid approach and restrictions within our e-procurement system (Ariba), specifically with regards the ability to process Consortium bids, we are stipulating that we must have ONE BIDDER submit the joint bid via Ariba on behalf of their respective consortium/partnership. This is to mitigate against technical restrictions within our e-procurement system only. Each unique bid which is submitted must be through a UNIQUE Ariba account. For example, if a bidder wishes to submit a variant bid, they would be required to create up to 3 unique Ariba accounts for their respective variants - a single account to manage more than 1 bid IS NOT permitted.\nSTEP 1\nTo register for an HMRC Ariba account please follow the link below in full. Please note that to access HMRC's version of Ariba for the first time you must enter via the below link regardless of whether you have an existing account for the wider Ariba procurement network.\nhttp://hmrc.sourcing-eu.ariba.com/ad/selfRegistration\nPlease Note: For those Suppliers who are already registered on HMRC's Ariba e-Sourcing portal, please skip STEP 1 and go straight to STEP 4.\nSTEP 2\nIf your organisation does not have an existing account on the wider Ariba supplier network, fill out all mandatory fields on the form including 'Company Information' and 'User Account Information' and select 'Register' (marked in red). If your organisation already has an existing account on the wider Ariba supplier network. Select 'Login' (marked in blue) to enter your credentials and submit your organisation for HMRC approval.\nSTEP 3\nThis step assumes that a supplier is new to the wider Ariba supplier network and is setting up an account for the first time. If you have followed the process for an organisation with an account on the wider Ariba supplier network, please skip to Step 4. After submitting your details on the landing page, you will be redirected to a second page asking you to confirm your email address. The system will send an auto-generated email to the email address you registered the account with. To move to the next step of the process please follow the 'Click here to activate your Ariba account' link in the email.\nSTEP 4\nFollowing the email link in STEP 3 redirects you to HMRC's instance of Ariba where you will be asked to provide further profile information as part of our Supplier Profile Questionnaire. You must complete and submit this information in order to participate in HMRC procurement 'events'. Following the verification link will also submit your profile to HMRC's Ariba Systems team for approval. Your account will only be fully activated once approval from the Ariba Systems Team has been received.\nSTEP 5\nCompleting and submitting your company profile will send your account for approval to the HMRC Ariba Systems Team. Once your account has been verified and approved by this team you will receive an email as below. In the event of your account not being approved a member of the team will contact you stating why this is the case. The most common reason usually being that your organisation has an existing account on HMRC's instance of Ariba.\nSTEP 6\nThe registration process is now complete. Following the link to http://proposals.seller.ariba.com will allow you to log into your account as below. Entering your login details on this page will take you directly through to your Ariba Commerce Cloud dashboard. It is on this page that events which you have been granted access to will appear.\nSTEP 7\nIn order to gain access to an e-Sourcing 'event' that you have seen advertised in Find a Tender Service or on Contracts Finder you must have successfully registered for an account on HMRC's instance of the Ariba eProcurement suite. If you have an account on the wider Ariba supplier network this will not be sufficient to access HMRC procurement 'events' and you will need to follow the process detailed earlier in this pack - 'How to Register'. When you have successfully registered and been approved on HMRC's instance of Ariba you will be sent an automatically generated system ID via an email like the below. This number will begin 'AN...' and is required in order for HMRC Commercial Officers to be able to add you to e-Sourcing procurement events.\nSTEP 8\nDetails of the Commercial Officer running the procurement exercise can be found in the 'About the Buyer' section of Find a Tender Service and Contracts Finder. This area provides the Officer's name and contact details. Should you wish to access the event please email the buyer in question at the email address stated on the notice detailing the following information quoting the title of the 'event' that you would like to access:\n• Your ANID\n• Your name\n• Your organisation's name\n• Your contact details\n• The Commercial Officer will then be able to grant you access to the 'event' including full tender documentation and supporting documents.", "submissionTerms": { "electronicSubmissionPolicy": "allowed", "languages": [ "en" ] }, "expressionOfInterestDeadline": "2025-06-23T12:00:00+01:00", "enquiryPeriod": { "endDate": "2025-06-19T12:00:00+01:00" }, "awardPeriod": { "endDate": "2026-01-20T23:59:59Z" }, "lots": [ { "id": "1", "status": "active", "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "awardCriteria": { "weightingDescription": "Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology.", "criteria": [ { "type": "quality", "name": "Stage 2: Requirements", "description": "Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 2: Qualitative Questions", "description": "Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 2: Social Value", "description": "Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 3: Product Validation", "description": "Product Validation weighted at 100% of the Stage 3 evaluation process, and 15% of the overall evaluation process, where Stage 2 weighting reduces to 85%.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." } ] }, "selectionCriteria": { "criteria": [ { "description": "A maximum of 6 tenderers will be invited to the ISIT stage subject to passing the CoP ( Conditions of Participation) as part of the Procurement Specific Questionnaire ( PSQ).", "forReduction": true } ] }, "contractPeriod": { "startDate": "2026-02-09T00:00:00Z", "endDate": "2034-02-08T23:59:59Z", "maxExtentDate": "2036-02-08T23:59:59Z" }, "hasRenewal": true, "renewal": { "description": "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)." }, "hasOptions": true, "options": { "description": "Additional CCaaS Licences and associated capabilities, and Professional Services" } } ], "documents": [ { "id": "conflictOfInterest", "documentType": "conflictOfInterest", "description": "Not published" }, { "id": "A-1731", "documentType": "biddingDocuments", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1731", "format": "application/pdf" }, { "id": "A-1732", "documentType": "biddingDocuments", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1732", "format": "application/pdf" }, { "id": "A-1775", "documentType": "biddingDocuments", "description": "Tender Instructions, Conditions of Participation, Procurement Specific Questionnaire and Evaluation Criteria", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1775", "format": "application/pdf" }, { "id": "future", "documentType": "biddingDocuments", "accessDetails": "Access to all other documents shall be via HMRC's Ariba e-procurement solution. Access shall be limited to those suppliers registering as Systems Integrators intending to bid as a Primes to the contract.\nAccess shall not be granted to Software Vendors, sub-contracting partners or other parties. The Documents may be shared between the relevant solution ecosystem partners by the lead Systems Integrator." }, { "id": "028620-2025", "documentType": "tenderNotice", "noticeType": "UK4", "description": "Tender notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/028620-2025", "datePublished": "2025-05-29T18:48:29+01:00", "format": "text/html" } ], "amendments": [ { "description": "Award criteria section amended for completeness.", "id": "028620-2025" } ] }, "language": "en", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ] }, { "buyerID": [], "id": "037972-2026", "tag": [ "award", "contract" ], "date": "2026-04-27T12:00:49+01:00", "initiationType": "tender", "ocid": "ocds-h6vhtk-05085d", "parties": [ { "name": "HM Revenue & Customs", "id": "GB-PPON-PVMW-8599-JZNJ", "identifier": { "scheme": "GB-PPON", "id": "PVMW-8599-JZNJ" }, "address": { "streetAddress": "100 Parliament Street", "locality": "London", "postalCode": "SW1A 2BQ", "country": "GB", "countryName": "United Kingdom", "region": "UKI32" }, "contactPoint": { "email": "it-customer-engagement@hmrc.gov.uk" }, "roles": [ "buyer" ], "details": { "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthorityCentralGovernment", "description": "Public authority - central government" } ] } }, { "name": "CGI IT UK LIMITED", "id": "GB-COH-00947968", "identifier": { "scheme": "GB-COH", "id": "00947968" }, "additionalIdentifiers": [ { "scheme": "GB-PPON", "id": "PHYV-4665-PNTX" } ], "address": { "streetAddress": "14th Floor, 20 Fenchurch Street", "locality": "London", "postalCode": "EC3M 3BY", "country": "GB", "countryName": "United Kingdom", "region": "UKI31" }, "roles": [ "tenderer" ], "details": { "url": "https://www.cgi.com/uk/en-gb", "scale": "large", "vcse": false } }, { "name": "CAPGEMINI UK PLC", "id": "GB-COH-00943935", "identifier": { "scheme": "GB-COH", "id": "00943935" }, "additionalIdentifiers": [ { "scheme": "GB-PPON", "id": "PDLY-8986-RMHM" } ], "address": { "streetAddress": "95 Queen Victoria Street", "locality": "London", "postalCode": "EC4V 4HN", "country": "GB", "countryName": "United Kingdom", "region": "UKI31" }, "contactPoint": { "email": "publicsector.opps.uk@capgemini.com" }, "roles": [ "supplier", "tenderer" ], "details": { "url": "http://www.capgemini.com/", "scale": "large", "vcse": false, "publicServiceMissionOrganization": false, "shelteredWorkshop": false } } ], "buyer": { "id": "GB-PPON-PVMW-8599-JZNJ", "name": "HM Revenue & Customs" }, "tender": { "id": "SR2254976364", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "HMRC Contact Centre as a Service (CCaaS)", "description": "Provision of an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services.\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run & support services, including proactive maintenance and testing.\n4. Ongoing optimisation of services with the potential for innovation and transformation\nThe procurement process conducted was as follows:\nPhase 1 - Conditions of Participation - Participants = 13\nSuppliers who registered interest in participating in the CCaaS procurement were issued a Conditions of Participation Questionnaire. This included compliance questions, Financial Viability Risk Assessments and several qualitative questions.\n13 responses were submitted.\nEvaluation was conducted against this questionnaire with the top scoring 5 responders being invited to submit initial tenders.\nPhase 2 - Invitation to Submit Initial Tender - Participants = 4\nThe top scoring 5 bidders were invited submit initial tenders inclusive of qualitative questions, functional and non-functional requirements, and initial pricing model. 4 initial tenders were submitted by the closing date. An initial Price Per Quality Point (PQP) score was calculated, with the top 3 bidders being taken through to the following Product Validation exercise.\nPhase 3 - Product Validation Stage - Participants = 3\nThe 3 highest scoring bidders were invited to participate in a Product Validation Stage. This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation.\nPhase 4 - Negotiation - Participants = 2\nThe down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase.\nPhase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2\nFollowing negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. 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08325675\nCCaaS Software Vendor:\nNiCE Systems UK Ltd.\nCompany Number - 3403044" } ] }, "documents": [ { "id": "037972-2026", "documentType": "awardNotice", "noticeType": "UK6", "description": "Contract award notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/037972-2026", "datePublished": "2026-04-27T12:00:49+01:00", "format": "text/html" } ], "assessmentSummariesDateSent": "2026-04-27T00:00:00+01:00", "milestones": [ { "id": "1", "type": "futureSignatureDate", "dueDate": "2026-05-15T23:59:59+01:00", "status": "scheduled" } ] } ], "language": "en", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_performance_failures_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ] }, { "buyerID": [], "id": "051827-2026", "tag": [ "award", "contract" ], "date": "2026-06-02T12:02:16+01:00", "initiationType": "tender", "ocid": "ocds-h6vhtk-05085d", "parties": [ { "name": "HM Revenue & Customs", "id": "GB-PPON-PVMW-8599-JZNJ", "identifier": { "scheme": "GB-PPON", "id": "PVMW-8599-JZNJ" }, "address": { "streetAddress": "100 Parliament Street", "locality": "London", "postalCode": "SW1A 2BQ", "country": "GB", "countryName": "United Kingdom", "region": "UKI32" }, "contactPoint": { "email": "hmrcsupportsapariba@hmrc.gov.uk" }, "roles": [ "buyer" ], "details": { "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthorityCentralGovernment", "description": "Public authority - 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This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation.\nPhase 4 - Negotiation - Participants = 2\nThe down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase.\nPhase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2\nFollowing negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. The top placed scoring bidder has been selected as the Preferred Bidder.\nNOTICE - This is a duplicate notice to allow the uploading of redacted contract documents. Only one contract has been awarded following the outcome of this procurement.", "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "48517000", "description": "IT software package" }, { "scheme": "CPV", "id": "64215000", "description": "IP telephone services" }, { "scheme": "CPV", "id": "64227000", "description": "Integrated telecommunications services" }, { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ], "deliveryAddresses": [ { "region": "UK", "country": "GB", "countryName": "United Kingdom" }, { "region": "UK", "country": "GB", "countryName": "United Kingdom" }, { "region": "UK", "country": "GB", "countryName": "United Kingdom" }, { "region": "UK", "country": "GB", "countryName": "United Kingdom" } ], "relatedLot": "1" } ], "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "mainProcurementCategory": "services", "aboveThreshold": true, "lots": [ { "id": "1", "contractPeriod": { "startDate": "2026-02-09T00:00:00Z", "endDate": "2034-02-08T23:59:59Z", "maxExtentDate": "2036-02-08T23:59:59Z" }, "hasRenewal": true, "status": "complete", "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "renewal": { "description": "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)." }, "awardCriteria": { "criteria": [ { "type": "quality", "name": "Stage 2: Requirements", "description": "Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 2: Qualitative Questions", "description": "Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 2: Social Value", "description": "Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 3: Product Validation", "description": "Product Validation weighted at 100% of the Stage 3 evaluation process, and 15% of the overall evaluation process, where Stage 2 weighting reduces to 85%.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." } ], "weightingDescription": "Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, "selectionCriteria": { "criteria": [ { "description": "A maximum of 6 tenderers will be invited to the ISIT stage subject to passing the CoP ( Conditions of Participation) as part of the Procurement Specific Questionnaire ( PSQ).", "forReduction": true } ] }, "hasOptions": true, "options": { "description": "Additional CCaaS Licences and associated capabilities, and Professional Services" } } ], "status": "complete", "procurementMethod": "selective", "procurementMethodDetails": "Competitive flexible procedure", "submissionTerms": { "languages": [ "en" ], "electronicSubmissionPolicy": "allowed" }, "expressionOfInterestDeadline": "2025-06-23T12:00:00+01:00", "awardPeriod": { "endDate": "2026-01-20T23:59:59Z" }, "documents": [ { "id": "A-1580", "documentType": "biddingDocuments", "description": "ARIBA supplier guidance", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1580", "format": "application/pdf" }, { "id": "A-1581", "documentType": "biddingDocuments", "description": "ARIBA Supplier registration guidance", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1581", "format": "application/pdf" }, { "id": "A-1582", "documentType": "biddingDocuments", "description": "Ethical walls agreement", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1582", "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document" }, { "id": "conflictOfInterest", "documentType": "conflictOfInterest", "description": "Not published" }, { "id": "A-1731", "documentType": "biddingDocuments", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1731", "format": "application/pdf" }, { "id": "A-1732", "documentType": "biddingDocuments", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1732", "format": "application/pdf" }, { "id": "A-1775", "documentType": "biddingDocuments", "description": "Tender Instructions, Conditions of Participation, Procurement Specific Questionnaire and Evaluation Criteria", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1775", "format": "application/pdf" }, { "id": "future", "documentType": "biddingDocuments", "accessDetails": "Access to all other documents shall be via HMRC's Ariba e-procurement solution. Access shall be limited to those suppliers registering as Systems Integrators intending to bid as a Primes to the contract.\nAccess shall not be granted to Software Vendors, sub-contracting partners or other parties. The Documents may be shared between the relevant solution ecosystem partners by the lead Systems Integrator." }, { "id": "028613-2025", "documentType": "tenderNotice", "noticeType": "UK4", "description": "Tender notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/028613-2025", "datePublished": "2025-05-29T17:37:30+01:00", "format": "text/html" }, { "id": "028620-2025", "documentType": "tenderNotice", "noticeType": "UK4", "description": "Tender notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/028620-2025", "datePublished": "2025-05-29T18:48:29+01:00", "format": "text/html" } ], "communication": { "futureNoticeDate": "2025-05-27T23:59:59+01:00" }, "procedure": { "features": "Stage 1: Suppliers are asked to respond to the Conditions of Participation (CoP), which will constitute a request to participate in this procurement process. All CoP submissions will be evaluated ahead of being invited to join Stage 2. The evaluation criteria for the CoP is set out in the document titled \"HMRC Tender Instructions and evaluation criteria PA 2023\". HMRC intends to invite up to six (6) of the highest-scoring suppliers, following evaluation of their CoP responses, to submit initial tenders for this procurement.\nStage 2: Those suppliers (top 6) who have been shortlisted following the conclusion of Stage 1 will be invited to submit initial tenders (ISIT) in line with the requirements of the procurement documentation, which will be provided as part of the Invitation to Submit Initial Tender (ISIT) stage. HMRC intends to invite up to three (3) of the highest-scoring suppliers, following evaluation of their ISIT responses, to the product validation stage of the procurement.\nStage 3: The top three (3) shortlisted suppliers will be invited to product validations and will be evaluated based on a set of defined use case scenarios. This provides an opportunity for HMRC to further assess how the proposed solution will practically meet HMRC's requirements, and the flexibility of the products to adapt/integrate with existing systems.\nStage 4: Following the product validation stage, HMRC intends to shortlist a maximum of two (2) suppliers to participate on the next stage. The two (2) suppliers will be selected based on the combined score from the ISIT and the Product Validation, where the ISIT will represent 85% of the total score and the Product Validation 15%. It is then the intention of the Authority to conduct negotiations with all remaining bidders. The practicalities of these negotiations will be outlined within the procurement documentation for those organisations who are invited to submit an initial tender\nStage 5: Following the conclusion of negotiations, bidders will be asked to participate in the Invitation to Submit Final Tender (ISFT) stage. These will be evaluated in line with the award criteria to determine the winning bidder(s), subject to agreement on all contractual terms and government approvals.\nAward criteria\nAward criteria will be set out in the 'HMRC CCaaS - Tender Instructions and Evaluation Criteria' document and submissions will be assessed on both quality and price\nHMRC reserves the right to refine the award criteria, as the procurement progresses, in accordance with s.24 of the Procurement Act 2023" }, "coveredBy": [ "GPA", "CPTPP" ], "submissionMethodDetails": "Registering on Ariba:\nDue to our joint bid approach and restrictions within our e-procurement system (Ariba), specifically with regards the ability to process Consortium bids, we are stipulating that we must have ONE BIDDER submit the joint bid via Ariba on behalf of their respective consortium/partnership. This is to mitigate against technical restrictions within our e-procurement system only. Each unique bid which is submitted must be through a UNIQUE Ariba account. For example, if a bidder wishes to submit a variant bid, they would be required to create up to 3 unique Ariba accounts for their respective variants - a single account to manage more than 1 bid IS NOT permitted.\nSTEP 1\nTo register for an HMRC Ariba account please follow the link below in full. Please note that to access HMRC's version of Ariba for the first time you must enter via the below link regardless of whether you have an existing account for the wider Ariba procurement network.\nhttp://hmrc.sourcing-eu.ariba.com/ad/selfRegistration\nPlease Note: For those Suppliers who are already registered on HMRC's Ariba e-Sourcing portal, please skip STEP 1 and go straight to STEP 4.\nSTEP 2\nIf your organisation does not have an existing account on the wider Ariba supplier network, fill out all mandatory fields on the form including 'Company Information' and 'User Account Information' and select 'Register' (marked in red). If your organisation already has an existing account on the wider Ariba supplier network. Select 'Login' (marked in blue) to enter your credentials and submit your organisation for HMRC approval.\nSTEP 3\nThis step assumes that a supplier is new to the wider Ariba supplier network and is setting up an account for the first time. If you have followed the process for an organisation with an account on the wider Ariba supplier network, please skip to Step 4. After submitting your details on the landing page, you will be redirected to a second page asking you to confirm your email address. The system will send an auto-generated email to the email address you registered the account with. To move to the next step of the process please follow the 'Click here to activate your Ariba account' link in the email.\nSTEP 4\nFollowing the email link in STEP 3 redirects you to HMRC's instance of Ariba where you will be asked to provide further profile information as part of our Supplier Profile Questionnaire. You must complete and submit this information in order to participate in HMRC procurement 'events'. Following the verification link will also submit your profile to HMRC's Ariba Systems team for approval. Your account will only be fully activated once approval from the Ariba Systems Team has been received.\nSTEP 5\nCompleting and submitting your company profile will send your account for approval to the HMRC Ariba Systems Team. Once your account has been verified and approved by this team you will receive an email as below. In the event of your account not being approved a member of the team will contact you stating why this is the case. The most common reason usually being that your organisation has an existing account on HMRC's instance of Ariba.\nSTEP 6\nThe registration process is now complete. Following the link to http://proposals.seller.ariba.com will allow you to log into your account as below. Entering your login details on this page will take you directly through to your Ariba Commerce Cloud dashboard. It is on this page that events which you have been granted access to will appear.\nSTEP 7\nIn order to gain access to an e-Sourcing 'event' that you have seen advertised in Find a Tender Service or on Contracts Finder you must have successfully registered for an account on HMRC's instance of the Ariba eProcurement suite. If you have an account on the wider Ariba supplier network this will not be sufficient to access HMRC procurement 'events' and you will need to follow the process detailed earlier in this pack - 'How to Register'. When you have successfully registered and been approved on HMRC's instance of Ariba you will be sent an automatically generated system ID via an email like the below. This number will begin 'AN...' and is required in order for HMRC Commercial Officers to be able to add you to e-Sourcing procurement events.\nSTEP 8\nDetails of the Commercial Officer running the procurement exercise can be found in the 'About the Buyer' section of Find a Tender Service and Contracts Finder. This area provides the Officer's name and contact details. Should you wish to access the event please email the buyer in question at the email address stated on the notice detailing the following information quoting the title of the 'event' that you would like to access:\n• Your ANID\n• Your name\n• Your organisation's name\n• Your contact details\n• The Commercial Officer will then be able to grant you access to the 'event' including full tender documentation and supporting documents.", "enquiryPeriod": { "endDate": "2025-06-19T12:00:00+01:00" }, "amendments": [ { "id": "028620-2025", "description": "Award criteria section amended for completeness." } ] }, "language": "en", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_performance_failures_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ], "bids": { "details": [ { "id": "1", "status": "valid", "tenderers": [ { "id": "GB-COH-00943935", "name": "CAPGEMINI UK PLC" } ], "relatedLots": [ "1" ] }, { "id": "2", "status": "valid", "tenderers": [ { "id": "GB-COH-00947968", "name": "CGI IT UK LIMITED" } ], "relatedLots": [ "1" ] } ], "statistics": [ { "id": "1", "measure": "bids", "value": 13, "relatedLot": "1" }, { "id": "2", "measure": "finalStageBids", "value": 2, "relatedLot": "1" }, { "id": "3", "measure": "smeFinalStageBids", "value": 0, "relatedLot": "1" }, { "id": "4", "measure": "vcseFinalStageBids", "value": 0, "relatedLot": "1" } ] }, "awards": [ { "id": "1", "title": "HMRC Contact Centre as a Service", "status": "active", "date": "2026-04-27T00:00:00+01:00", "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "mainProcurementCategory": "services", "aboveThreshold": true, "suppliers": [ { "id": "GB-COH-00943935", "name": "CAPGEMINI UK PLC" } ], "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "48517000", "description": "IT software package" }, { "scheme": "CPV", "id": "64215000", "description": "IP telephone services" }, { "scheme": "CPV", "id": "64227000", "description": "Integrated telecommunications services" }, { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ], "deliveryAddresses": [ { "region": "UK", "country": "GB", "countryName": "United Kingdom" }, { "region": "UK", "country": "GB", "countryName": "United Kingdom" } ], "relatedLot": "1" } ], "contractPeriod": { "startDate": "2026-05-15T00:00:00+01:00", "endDate": "2034-05-14T23:59:59+01:00", "maxExtentDate": "2036-05-14T23:59:59+01:00" }, "hasRenewal": true, "renewal": { "description": "Two extension periods of one year (12 months) each are available under this contract, totalling a maximum two-year (24 months) extension period." }, "hasOptions": true, "options": { "description": "Additional CCaaS Licences and associated capabilities, Professional Services and associated software-related purchases." }, "relatedLots": [ "1" ], "subcontracting": { "subcontracts": [ { "id": "1", "mainContractors": [ { "id": "GB-COH-00943935", "name": "CAPGEMINI UK PLC" } ], "description": "Subcontractor 1:\nRoute 101 Ltd.\nCompany Number - 08325675\nCCaaS Software Vendor:\nNiCE Systems UK Ltd.\nCompany Number - 3403044" } ] }, "documents": [ { "id": "037972-2026", "documentType": "awardNotice", "noticeType": "UK6", "description": "Contract award notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/037972-2026", "datePublished": "2026-04-27T12:00:49+01:00", "format": "text/html" } ], "assessmentSummariesDateSent": "2026-04-27T00:00:00+01:00", "milestones": [ { "id": "1", "type": "futureSignatureDate", "dueDate": "2026-05-15T23:59:59+01:00", "status": "scheduled" } ] }, { "id": "2", "status": "active", "mainProcurementCategory": "services", "suppliers": [ { "id": "GB-COH-00943935", "name": "CAPGEMINI UK PLC" } ], "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "48517000", "description": "IT software package" }, { "scheme": "CPV", "id": "64215000", "description": "IP telephone services" }, { "scheme": "CPV", "id": "64227000", "description": "Integrated telecommunications services" }, { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ], "deliveryAddresses": [ { "region": "UK", "country": "GB", "countryName": "United Kingdom" } ], "relatedLot": "1" } ], "relatedLots": [ "1" ] } ], "contracts": [ { "id": "1", "awardID": "1", "title": "HMRC Contact Centre as a Service", "status": "active", "period": { "startDate": "2026-05-26T00:00:00+01:00", "endDate": "2034-05-25T23:59:59+01:00", "maxExtentDate": "2036-05-25T23:59:59+01:00" }, "hasRenewal": true, "renewal": { "description": "Two extension periods of one year (12 months) each are available under this contract, totalling a maximum two-year (24 months) extension period." }, "hasOptions": true, "options": { "description": "The right to additional purchases while the contract is valid.\nAdditional CCaaS Licences and associated capabilities, Professional Services and associated software-related purchases." }, "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "aboveThreshold": true, "dateSigned": "2026-05-26T00:00:00+01:00", "agreedMetrics": [ { "id": "1", "title": "CCaaS Platform Availability" }, { "id": "2", "title": "Incident Resolution - Priority 1" }, { "id": "3", "title": "Incident Resolution - Priority 2" } ], "documents": [ { "id": "051827-2026", "documentType": "contractNotice", "noticeType": "UK7", "description": "Contract details notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/051827-2026", "datePublished": "2026-06-02T12:02:16+01:00", "format": "text/html" } ] }, { "id": "2", "awardID": "2", "title": "HMRC Contact Centre as a Service", "status": "active", "period": { "startDate": "2026-05-26T00:00:00+01:00", "endDate": "2034-05-25T23:59:59+01:00", "maxExtentDate": "2036-05-25T23:59:59+01:00" }, "hasRenewal": true, "renewal": { "description": "Two extension periods of one year (12 months) each are available under this contract, totalling a maximum two-year (24 months) extension period." }, "hasOptions": true, "options": { "description": "The right to additional purchases while the contract is valid.\nThe right to additional purchases while the contract is valid.\nAdditional CCaaS Licences and associated capabilities, Professional Services and associated software-related purchases." }, "value": { "amountGross": 600000000, "amount": 500000000, "currency": "GBP" }, "aboveThreshold": true, "dateSigned": "2026-05-26T00:00:00+01:00", "documents": [ { "id": "A-21486", "documentType": "contractSigned", "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-21486", "format": "application/pdf" }, { "id": "080494-2026", "documentType": "contractNotice", "noticeType": "UK7", "description": "Contract details notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/080494-2026", "datePublished": "2026-08-24T15:48:59+01:00", "format": "text/html" } ], "agreedMetrics": [ { "id": "1", "title": "CCaaS Platform Availability" }, { "id": "2", "title": "Incident Resolution - Priority 1" }, { "id": "3", "title": "Incident Resolution - Priority 2" } ] } ] }, "versionedRelease": { "ocid": "ocds-h6vhtk-05085d", "initiationType": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "tender" } ], "parties": [ { "id": "GB-PPON-PVMW-8599-JZNJ", "name": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "HM Revenue & Customs" } ], "identifier": { "scheme": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "GB-PPON" } ], "id": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "PVMW-8599-JZNJ" } ] }, "address": { "streetAddress": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "100 Parliament Street" } ], "locality": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "London" } ], "postalCode": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "SW1A 2BQ" } ], "country": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "GB" } ], "countryName": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "United Kingdom" } ], "region": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "UKI32" } ] }, "contactPoint": { "email": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "it-customer-engagement@hmrc.gov.uk" }, { "releaseID": "051827-2026", "releaseDate": "2026-06-02T12:02:16+01:00", "releaseTag": [ "award", "contract" ], "value": "hmrcsupportsapariba@hmrc.gov.uk" } ] }, "roles": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": [ "buyer" ] } ], "details": { "classifications": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthorityCentralGovernment", "description": "Public authority - central government" } ] } ] } }, { "id": "GB-COH-00947968", "name": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "CGI IT UK LIMITED" } ], "identifier": { "scheme": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "GB-COH" } ], "id": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "00947968" } ] }, "additionalIdentifiers": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": [ { "scheme": "GB-PPON", "id": "PHYV-4665-PNTX" } ] } ], "address": { "streetAddress": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "14th Floor, 20 Fenchurch Street" } ], "locality": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "London" } ], "postalCode": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "EC3M 3BY" } ], "country": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "GB" } ], "countryName": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "United Kingdom" } ], "region": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "UKI31" } ] }, "roles": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": [ "tenderer" ] } ], "details": { "url": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "https://www.cgi.com/uk/en-gb" } ], "scale": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "large" } ], "vcse": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": false } ] } }, { "id": "GB-COH-00943935", "name": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "CAPGEMINI UK PLC" } ], "identifier": { "scheme": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "GB-COH" } ], "id": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "00943935" } ] }, "additionalIdentifiers": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": [ { "scheme": "GB-PPON", "id": "PDLY-8986-RMHM" } ] } ], "address": { "streetAddress": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "95 Queen Victoria Street" } ], "locality": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "London" } ], "postalCode": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "EC4V 4HN" } ], "country": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "GB" } ], "countryName": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "United Kingdom" } ], "region": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "UKI31" } ] }, "contactPoint": { "email": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "publicsector.opps.uk@capgemini.com" } ] }, "roles": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": [ "supplier", "tenderer" ] }, { "releaseID": "051827-2026", "releaseDate": "2026-06-02T12:02:16+01:00", "releaseTag": [ "award", "contract" ], "value": [ "supplier" ] } ], "details": { "url": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "http://www.capgemini.com/" } ], "scale": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "large" } ], "vcse": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": false } ], "publicServiceMissionOrganization": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": false } ], "shelteredWorkshop": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": false } ] } } ], "buyer": { "id": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "GB-PPON-PVMW-8599-JZNJ" } ], "name": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "HM Revenue & Customs" } ] }, "planning": { "milestones": [ { "id": "engagement", "type": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "engagement" } ], "description": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "Please see previous notices published:\nDecember 2024: https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 \nJuly 2024: https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865" } ], "dateMet": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "2025-04-28T00:00:00+01:00" } ], "status": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "met" } ] } ], "documents": [ { "id": "017308-2025", "documentType": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "marketEngagementNotice" } ], "noticeType": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "UK2" } ], "description": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "Preliminary market engagement notice on Find a Tender" } ], "url": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "https://www.find-tender.service.gov.uk/Notice/017308-2025" } ], "datePublished": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "2025-04-28T13:50:58+01:00" } ], "format": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "text/html" } ] }, { "id": "024333-2025", "documentType": [ { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "plannedProcurementNotice" } ], "noticeType": [ { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "UK3" } ], "description": [ { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "Planned procurement notice on Find a Tender" } ], "url": [ { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "https://www.find-tender.service.gov.uk/Notice/024333-2025" } ], "datePublished": [ { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "2025-05-21T17:41:52+01:00" } ], "format": [ { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "text/html" } ] } ] }, "tender": { "id": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "SR2254976364" } ], "legalBasis": { "id": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "2023/54" } ], "scheme": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "UKPGA" } ], "uri": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "https://www.legislation.gov.uk/ukpga/2023/54/contents" } ] }, "title": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "HMRC Contact Centre as a Service" }, { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "HMRC Contact Centre as a Service (CCaaS) Procurement" }, { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "HMRC Contact Centre as a Service (CCaaS)" } ], "description": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "FOR INFORMATION ONLY - NO ACTION REQUIRED\nHMRC has been conducting early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services. \nKey Information\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products;\n2. Service design, implementation and configuration services;\n3. Run & Support services, including proactive maintenance and testing;\n4. Ongoing Run & Optimise services with an option for incentivised innovation and optimisation\nPrevious notices have been provided prior to the launch of the Procurement Act 2023. This notice is being published to allow for linking to future Planned Procurement and associated notices.\nInformation on this requirement, and documents/content previously shared can be found on the below links.\nNotices previous published:\nDecember 2024 - https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 \nJuly 2024 - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865\nThis notice does not constitute a further period of Pre-Market Engagement and suppliers are asked to take no further action." }, { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "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.\nKey Information\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run & support services, including proactive maintenance and testing.\n4. Ongoing run & optimise services with the potential for innovation and transformation.\nThis 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.\nIt 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).\nSuppliers 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.\nWhilst 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.\nTo 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:\n1)\tAll relevant communications regarding tender documentation can be received by all interested suppliers.\n2)\tOnly suppliers (Implementation Partners) who are registered on Ariba will be able to request access to the Conditions of Participation and Procurement Specific Questionnaire. \nThe attached Ariba guidance will aid suppliers throughout the registration process.\nFor clarity, tenders are to be submitted only by Implementation Partner suppliers, who will therefore need to be registered on Ariba. \nOnce 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.\nPlease note, all dates provided in this notice are not final and HMRC reserves the right to change or amend any dates at its discretion.\nAny 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.\nInformation on this requirement, and documents/content previously shared can be found on the below links.\nApril 2025\n-\thttps://www.find-tender.service.gov.uk/Notice/017308-2025 \nDecember 2024 \n-\thttps://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175\nJuly 2024 \n-\thttps://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865" }, { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "HMRC is seeking an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. This update marks the next step in the programme, the formal launch of the procurement. \nKey Information \nThe CCaaS Programme aims to procure a solution encompassing: \n1. The provision of product licenses and future acquisition/development of associated add-on products. \n2. Service design, implementation and configuration services. \n3. Run & support services, including proactive maintenance and testing. \n4. Ongoing optimisation of services with the potential for innovation and transformation" }, { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "HMRC is seeking an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. This update marks the next step in the programme, the formal launch of the procurement.\nKey Information\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run & support services, including proactive maintenance and testing.\n4. Ongoing optimisation of services with the potential for innovation and transformation" }, { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": "Provision of an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services.\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run & support services, including proactive maintenance and testing.\n4. Ongoing optimisation of services with the potential for innovation and transformation\nThe procurement process conducted was as follows:\nPhase 1 - Conditions of Participation - Participants = 13\nSuppliers who registered interest in participating in the CCaaS procurement were issued a Conditions of Participation Questionnaire. This included compliance questions, Financial Viability Risk Assessments and several qualitative questions.\n13 responses were submitted.\nEvaluation was conducted against this questionnaire with the top scoring 5 responders being invited to submit initial tenders.\nPhase 2 - Invitation to Submit Initial Tender - Participants = 4\nThe top scoring 5 bidders were invited submit initial tenders inclusive of qualitative questions, functional and non-functional requirements, and initial pricing model. 4 initial tenders were submitted by the closing date. An initial Price Per Quality Point (PQP) score was calculated, with the top 3 bidders being taken through to the following Product Validation exercise.\nPhase 3 - Product Validation Stage - Participants = 3\nThe 3 highest scoring bidders were invited to participate in a Product Validation Stage. This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation.\nPhase 4 - Negotiation - Participants = 2\nThe down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase.\nPhase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2\nFollowing negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. The top placed scoring bidder has been selected as the Preferred Bidder." }, { "releaseID": "051827-2026", "releaseDate": "2026-06-02T12:02:16+01:00", "releaseTag": [ "award", "contract" ], "value": "Provision of an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services.\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run & support services, including proactive maintenance and testing.\n4. Ongoing optimisation of services with the potential for innovation and transformation\nThe procurement process conducted was as follows:\nPhase 1 - Conditions of Participation - Participants = 13\nSuppliers who registered interest in participating in the CCaaS procurement were issued a Conditions of Participation Questionnaire. This included compliance questions, Financial Viability Risk Assessments and several qualitative questions.\n13 responses were submitted.\nEvaluation was conducted against this questionnaire with the top scoring 6 responders being invited to submit initial tenders.\nPhase 2 - Invitation to Submit Initial Tender - Participants = 5\nThe top scoring 6 bidders were invited submit initial tenders inclusive of qualitative questions, functional and non-functional requirements, and initial pricing model. 5 initial tenders were submitted by the closing date. An initial Price Per Quality Point (PQP) score was calculated, with the top 3 bidders being taken through to the following Product Validation exercise.\nPhase 3 - Product Validation Stage - Participants = 3\nThe 3 highest scoring bidders were invited to participate in a Product Validation Stage. This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation.\nPhase 4 - Negotiation - Participants = 2\nThe down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase.\nPhase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2\nFollowing negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. The top placed scoring bidder has been selected as the Preferred Bidder." }, { "releaseID": "080494-2026", "releaseDate": "2026-08-24T15:48:59+01:00", "releaseTag": [ "award", "contract" ], "value": "Provision of an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services.\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run & support services, including proactive maintenance and testing.\n4. Ongoing optimisation of services with the potential for innovation and transformation\nThe procurement process conducted was as follows:\nPhase 1 - Conditions of Participation - Participants = 13\nSuppliers who registered interest in participating in the CCaaS procurement were issued a Conditions of Participation Questionnaire. This included compliance questions, Financial Viability Risk Assessments and several qualitative questions.\n13 responses were submitted.\nEvaluation was conducted against this questionnaire with the top scoring 6 responders being invited to submit initial tenders.\nPhase 2 - Invitation to Submit Initial Tender - Participants = 5\nThe top scoring 6 bidders were invited submit initial tenders inclusive of qualitative questions, functional and non-functional requirements, and initial pricing model. 5 initial tenders were submitted by the closing date. An initial Price Per Quality Point (PQP) score was calculated, with the top 3 bidders being taken through to the following Product Validation exercise.\nPhase 3 - Product Validation Stage - Participants = 3\nThe 3 highest scoring bidders were invited to participate in a Product Validation Stage. This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation.\nPhase 4 - Negotiation - Participants = 2\nThe down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase.\nPhase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2\nFollowing negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. The top placed scoring bidder has been selected as the Preferred Bidder.\nNOTICE - This is a duplicate notice to allow the uploading of redacted contract documents. Only one contract has been awarded following the outcome of this procurement." } ], "items": [ { "id": "1", "additionalClassifications": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": [ { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "48517000", "description": "IT software package" }, { "scheme": "CPV", "id": "48900000", "description": "Miscellaneous software package and computer systems" }, { "scheme": "CPV", "id": "64210000", "description": "Telephone and data transmission services" }, { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ] }, { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": [ { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ] }, { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": [ { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "48517000", "description": "IT software package" }, { "scheme": "CPV", "id": "64215000", "description": "IP telephone services" }, { "scheme": "CPV", "id": "64227000", "description": "Integrated telecommunications services" }, { "scheme": "CPV", "id": "72000000", "description": "IT services: consulting, software development, Internet and support" } ] } ], "deliveryAddresses": [ { "region": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "UK" } ], "country": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", "releaseTag": [ "planning" ], "value": "GB" } ], "countryName": [ { "releaseID": "017308-2025", "releaseDate": "2025-04-28T13:50:58+01:00", 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2 x 1 years (24 months); this provides a maximum duration of 10 years (120 months)." } ] }, "awardCriteria": { "criteria": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": [ { "type": "quality", "name": "Stage 2: Requirements", "description": "Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nFurther details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.", "numbers": [ { "number": 25, "weight": "percentageExact" } ] }, { "type": "quality", "name": "Stage 2: Qualitative Questions", "description": "Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nFurther details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.", "numbers": [ { "number": 65, "weight": "percentageExact" } ] }, { "type": "quality", "name": "Stage 2: Social Value", "description": "Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nFurther details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.", "numbers": [ { "number": 10, "weight": "percentageExact" } ] } ] }, { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": [ { "type": "quality", "name": "Stage 2: Requirements", "description": "Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 2: Qualitative Questions", "description": "Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 2: Social Value", "description": "Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." }, { "type": "quality", "name": "Stage 3: Product Validation", "description": "Product Validation weighted at 100% of the Stage 3 evaluation process, and 15% of the overall evaluation process, where Stage 2 weighting reduces to 85%.\nPlease see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." } ] } ], "weightingDescription": [ { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology." } ] }, "selectionCriteria": { "criteria": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": [ { "description": "A maximum of 6 tenderers will be invited to the ISIT stage subject to passing the CoP ( Conditions of Participation) as part of the Procurement Specific Questionnaire ( PSQ).", "forReduction": true } ] } ] }, "hasOptions": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": true } ], "options": { "description": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "Additional CCaaS Licences and associated capabilities, and Professional Services" } ] }, "description": [ { "releaseID": "037972-2026", "releaseDate": "2026-04-27T12:00:49+01:00", "releaseTag": [ "award", "contract" ], "value": null } ] } ], "status": [ { 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"028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1732" } ], "format": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "application/pdf" } ] }, { "id": "A-1775", "documentType": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "biddingDocuments" } ], "description": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "Tender Instructions, Conditions of Participation, Procurement Specific Questionnaire and Evaluation Criteria" } ], "url": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1775" } ], "format": [ { "releaseID": "028613-2025", "releaseDate": 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Access shall be limited to those suppliers registering as Systems Integrators intending to bid as a Primes to the contract.\nAccess shall not be granted to Software Vendors, sub-contracting partners or other parties. The Documents may be shared between the relevant solution ecosystem partners by the lead Systems Integrator." } ] }, { "id": "028613-2025", "documentType": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "tenderNotice" } ], "noticeType": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "UK4" } ], "description": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "Tender notice on Find a Tender" } ], "url": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "https://www.find-tender.service.gov.uk/Notice/028613-2025" } ], "datePublished": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "2025-05-29T17:37:30+01:00" } ], "format": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "text/html" } ] }, { "id": "028620-2025", "documentType": [ { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "tenderNotice" } ], "noticeType": [ { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "UK4" } ], "description": [ { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "Tender notice on Find a Tender" } ], "url": [ { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "https://www.find-tender.service.gov.uk/Notice/028620-2025" } ], "datePublished": [ { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "2025-05-29T18:48:29+01:00" } ], "format": [ { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "text/html" } ] } ], "communication": { "futureNoticeDate": [ { "releaseID": "024333-2025", "releaseDate": "2025-05-21T17:41:52+01:00", "releaseTag": [ "planning" ], "value": "2025-05-27T23:59:59+01:00" } ] }, "procedure": { "features": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "Stage 1: Suppliers are asked to respond to the Conditions of Participation (CoP), which will constitute a request to participate in this procurement process. All CoP submissions will be evaluated ahead of being invited to join Stage 2. The evaluation criteria for the CoP is set out in the document titled \"HMRC Tender Instructions and evaluation criteria PA 2023\". HMRC intends to invite up to six (6) of the highest-scoring suppliers, following evaluation of their CoP responses, to submit initial tenders for this procurement. \nStage 2: Those suppliers (top 6) who have been shortlisted following the conclusion of Stage 1 will be invited to submit initial tenders (ISIT) in line with the requirements of the procurement documentation, which will be provided as part of the Invitation to Submit Initial Tender (ISIT) stage. HMRC intends to invite up to three (3) of the highest-scoring suppliers, following evaluation of their ISIT responses, to the product validation stage of the procurement. \nStage 3: The top three (3) shortlisted suppliers will be invited to product validations and will be evaluated based on a set of defined use case scenarios. This provides an opportunity for HMRC to further assess how the proposed solution will practically meet HMRC's requirements, and the flexibility of the products to adapt/integrate with existing systems. \nStage 4: Following the product validation stage, HMRC intends to shortlist a maximum of two (2) suppliers to participate on the next stage. The two (2) suppliers will be selected based on the combined score from the ISIT and the Product Validation, where the ISIT will represent 85% of the total score and the Product Validation 15%. It is then the intention of the Authority to conduct negotiations with all remaining bidders. The practicalities of these negotiations will be outlined within the procurement documentation for those organisations who are invited to submit an initial tender \nStage 5: Following the conclusion of negotiations, bidders will be asked to participate in the Invitation to Submit Final Tender (ISFT) stage. These will be evaluated in line with the award criteria to determine the winning bidder(s), subject to agreement on all contractual terms and government approvals. \nAward criteria \nAward criteria will be set out in the 'HMRC CCaaS - Tender Instructions and Evaluation Criteria' document and submissions will be assessed on both quality and price \nHMRC reserves the right to refine the award criteria, as the procurement progresses, in accordance with s.24 of the Procurement Act 2023" }, { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "Stage 1: Suppliers are asked to respond to the Conditions of Participation (CoP), which will constitute a request to participate in this procurement process. All CoP submissions will be evaluated ahead of being invited to join Stage 2. The evaluation criteria for the CoP is set out in the document titled \"HMRC Tender Instructions and evaluation criteria PA 2023\". HMRC intends to invite up to six (6) of the highest-scoring suppliers, following evaluation of their CoP responses, to submit initial tenders for this procurement.\nStage 2: Those suppliers (top 6) who have been shortlisted following the conclusion of Stage 1 will be invited to submit initial tenders (ISIT) in line with the requirements of the procurement documentation, which will be provided as part of the Invitation to Submit Initial Tender (ISIT) stage. HMRC intends to invite up to three (3) of the highest-scoring suppliers, following evaluation of their ISIT responses, to the product validation stage of the procurement.\nStage 3: The top three (3) shortlisted suppliers will be invited to product validations and will be evaluated based on a set of defined use case scenarios. This provides an opportunity for HMRC to further assess how the proposed solution will practically meet HMRC's requirements, and the flexibility of the products to adapt/integrate with existing systems.\nStage 4: Following the product validation stage, HMRC intends to shortlist a maximum of two (2) suppliers to participate on the next stage. The two (2) suppliers will be selected based on the combined score from the ISIT and the Product Validation, where the ISIT will represent 85% of the total score and the Product Validation 15%. It is then the intention of the Authority to conduct negotiations with all remaining bidders. The practicalities of these negotiations will be outlined within the procurement documentation for those organisations who are invited to submit an initial tender\nStage 5: Following the conclusion of negotiations, bidders will be asked to participate in the Invitation to Submit Final Tender (ISFT) stage. These will be evaluated in line with the award criteria to determine the winning bidder(s), subject to agreement on all contractual terms and government approvals.\nAward criteria\nAward criteria will be set out in the 'HMRC CCaaS - Tender Instructions and Evaluation Criteria' document and submissions will be assessed on both quality and price\nHMRC reserves the right to refine the award criteria, as the procurement progresses, in accordance with s.24 of the Procurement Act 2023" } ] }, "coveredBy": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": [ "GPA", "CPTPP" ] } ], "submissionMethodDetails": [ { "releaseID": "028613-2025", "releaseDate": "2025-05-29T17:37:30+01:00", "releaseTag": [ "tender" ], "value": "Registering on Ariba: \nDue to our joint bid approach and restrictions within our e-procurement system (Ariba), specifically with regards the ability to process Consortium bids, we are stipulating that we must have ONE BIDDER submit the joint bid via Ariba on behalf of their respective consortium/partnership. This is to mitigate against technical restrictions within our e-procurement system only. Each unique bid which is submitted must be through a UNIQUE Ariba account. For example, if a bidder wishes to submit a variant bid, they would be required to create up to 3 unique Ariba accounts for their respective variants - a single account to manage more than 1 bid IS NOT permitted. \nSTEP 1 \nTo register for an HMRC Ariba account please follow the link below in full. Please note that to access HMRC's version of Ariba for the first time you must enter via the below link regardless of whether you have an existing account for the wider Ariba procurement network. \nhttp://hmrc.sourcing-eu.ariba.com/ad/selfRegistration \nPlease Note: For those Suppliers who are already registered on HMRC's Ariba e-Sourcing portal, please skip STEP 1 and go straight to STEP 4. \nSTEP 2 \nIf your organisation does not have an existing account on the wider Ariba supplier network, fill out all mandatory fields on the form including 'Company Information' and 'User Account Information' and select 'Register' (marked in red). If your organisation already has an existing account on the wider Ariba supplier network. Select 'Login' (marked in blue) to enter your credentials and submit your organisation for HMRC approval. \nSTEP 3 \nThis step assumes that a supplier is new to the wider Ariba supplier network and is setting up an account for the first time. If you have followed the process for an organisation with an account on the wider Ariba supplier network, please skip to Step 4. After submitting your details on the landing page, you will be redirected to a second page asking you to confirm your email address. The system will send an auto-generated email to the email address you registered the account with. To move to the next step of the process please follow the 'Click here to activate your Ariba account' link in the email. \nSTEP 4 \nFollowing the email link in STEP 3 redirects you to HMRC's instance of Ariba where you will be asked to provide further profile information as part of our Supplier Profile Questionnaire. You must complete and submit this information in order to participate in HMRC procurement 'events'. Following the verification link will also submit your profile to HMRC's Ariba Systems team for approval. Your account will only be fully activated once approval from the Ariba Systems Team has been received. \nSTEP 5 \nCompleting and submitting your company profile will send your account for approval to the HMRC Ariba Systems Team. Once your account has been verified and approved by this team you will receive an email as below. In the event of your account not being approved a member of the team will contact you stating why this is the case. The most common reason usually being that your organisation has an existing account on HMRC's instance of Ariba. \nSTEP 6 \nThe registration process is now complete. Following the link to http://proposals.seller.ariba.com will allow you to log into your account as below. Entering your login details on this page will take you directly through to your Ariba Commerce Cloud dashboard. It is on this page that events which you have been granted access to will appear. \nSTEP 7 \nIn order to gain access to an e-Sourcing 'event' that you have seen advertised in Find a Tender Service or on Contracts Finder you must have successfully registered for an account on HMRC's instance of the Ariba eProcurement suite. If you have an account on the wider Ariba supplier network this will not be sufficient to access HMRC procurement 'events' and you will need to follow the process detailed earlier in this pack - 'How to Register'. When you have successfully registered and been approved on HMRC's instance of Ariba you will be sent an automatically generated system ID via an email like the below. This number will begin 'AN...' and is required in order for HMRC Commercial Officers to be able to add you to e-Sourcing procurement events. \nSTEP 8 \nDetails of the Commercial Officer running the procurement exercise can be found in the 'About the Buyer' section of Find a Tender Service and Contracts Finder. This area provides the Officer's name and contact details. Should you wish to access the event please email the buyer in question at the email address stated on the notice detailing the following information quoting the title of the 'event' that you would like to access: \n• Your ANID \n• Your name \n• Your organisation's name \n• Your contact details \n• The Commercial Officer will then be able to grant you access to the 'event' including full tender documentation and supporting documents." }, { "releaseID": "028620-2025", "releaseDate": "2025-05-29T18:48:29+01:00", "releaseTag": [ "tenderUpdate" ], "value": "Registering on Ariba:\nDue to our joint bid approach and restrictions within our e-procurement system (Ariba), specifically with regards the ability to process Consortium bids, we are stipulating that we must have ONE BIDDER submit the joint bid via Ariba on behalf of their respective consortium/partnership. This is to mitigate against technical restrictions within our e-procurement system only. Each unique bid which is submitted must be through a UNIQUE Ariba account. For example, if a bidder wishes to submit a variant bid, they would be required to create up to 3 unique Ariba accounts for their respective variants - a single account to manage more than 1 bid IS NOT permitted.\nSTEP 1\nTo register for an HMRC Ariba account please follow the link below in full. Please note that to access HMRC's version of Ariba for the first time you must enter via the below link regardless of whether you have an existing account for the wider Ariba procurement network.\nhttp://hmrc.sourcing-eu.ariba.com/ad/selfRegistration\nPlease Note: For those Suppliers who are already registered on HMRC's Ariba e-Sourcing portal, please skip STEP 1 and go straight to STEP 4.\nSTEP 2\nIf your organisation does not have an existing account on the wider Ariba supplier network, fill out all mandatory fields on the form including 'Company Information' and 'User Account Information' and select 'Register' (marked in red). If your organisation already has an existing account on the wider Ariba supplier network. Select 'Login' (marked in blue) to enter your credentials and submit your organisation for HMRC approval.\nSTEP 3\nThis step assumes that a supplier is new to the wider Ariba supplier network and is setting up an account for the first time. If you have followed the process for an organisation with an account on the wider Ariba supplier network, please skip to Step 4. After submitting your details on the landing page, you will be redirected to a second page asking you to confirm your email address. The system will send an auto-generated email to the email address you registered the account with. To move to the next step of the process please follow the 'Click here to activate your Ariba account' link in the email.\nSTEP 4\nFollowing the email link in STEP 3 redirects you to HMRC's instance of Ariba where you will be asked to provide further profile information as part of our Supplier Profile Questionnaire. You must complete and submit this information in order to participate in HMRC procurement 'events'. Following the verification link will also submit your profile to HMRC's Ariba Systems team for approval. Your account will only be fully activated once approval from the Ariba Systems Team has been received.\nSTEP 5\nCompleting and submitting your company profile will send your account for approval to the HMRC Ariba Systems Team. Once your account has been verified and approved by this team you will receive an email as below. In the event of your account not being approved a member of the team will contact you stating why this is the case. The most common reason usually being that your organisation has an existing account on HMRC's instance of Ariba.\nSTEP 6\nThe registration process is now complete. Following the link to http://proposals.seller.ariba.com will allow you to log into your account as below. Entering your login details on this page will take you directly through to your Ariba Commerce Cloud dashboard. It is on this page that events which you have been granted access to will appear.\nSTEP 7\nIn order to gain access to an e-Sourcing 'event' that you have seen advertised in Find a Tender Service or on Contracts Finder you must have successfully registered for an account on HMRC's instance of the Ariba eProcurement suite. If you have an account on the wider Ariba supplier network this will not be sufficient to access HMRC procurement 'events' and you will need to follow the process detailed earlier in this pack - 'How to Register'. When you have successfully registered and been approved on HMRC's instance of Ariba you will be sent an automatically generated system ID via an email like the below. This number will begin 'AN...' and is required in order for HMRC Commercial Officers to be able to add you to e-Sourcing procurement events.\nSTEP 8\nDetails of the Commercial Officer running the procurement exercise can be found in the 'About the Buyer' section of Find a Tender Service and Contracts Finder. This area provides the Officer's name and contact details. 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