HMRC Customer Relationship Management
- HM Revenue & Customs
Procurement identifier (OCID): ocds-h6vhtk-050568
Description
As part of the Authority's Enterprise Customer Relationship Management Programme, it is seeking a supplier to provide Software as a Service Customer Relationship Management. There will likely be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities.
The requirement for this procurement covers the following capabilities:
• Marketing & Campaign Management
• Customer Management
• Case Management
• Interaction, Channel and Messaging Management
• AI
• Insights
• Reporting & Intelligence
• Customer Experience (Customer Portal and App)
• Identity, Verification & Authentication
• Secure Digital Exchange Communications (SDEC)
• Fraud
• Data & Integration Management
• Operational Management
• Knowledge Management
• Non-Compliance Management
Certain capabilities are required to be delivered on a First Party basis, specific details are provided within the CoP document.
Suppliers are also expected to provide an element of professional services to support implementation.
Notices
UK4: Tender notice
- Notice identifier
- 2025/S 000-041282
- Published
- 18 July 2025, 12:59pm
UK3: Planned procurement notice
- Notice identifier
- 2025/S 000-038117
- Published
- 8 July 2025, 10:24am
8 July 2025, 10:24am (latest version)
- 2 July 2025, 2:22pm
UK2: Preliminary market engagement notice
- Notice identifier
- 2025/S 000-029296
- Published
- 2 June 2025, 4:37pm
2 June 2025, 4:37pm (latest version)
- 29 April 2025, 8:56am
- 22 April 2025, 10:23am