Procurement

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

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UK2: Preliminary market engagement notice

Notice identifier: 2025/S 000-029296
Published: 2 June 2025, 4:37pm