Procurement

HMRC Customer Relationship Management

HM Revenue & Customs

Procurement identifier (OCID): ocds-h6vhtk-0584b5

Description

Software Platform and Associated Professional Services. Part of the HMRC Enterprise Customer Relationship Management Programme, HMRC have awarded this contract to provide a Software as a Service Customer Relationship Management Platform (SaaS CRM).

The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include:

• Marketing & Campaign Management

• Customer Management

• Case Management

• Interaction, Channel and Messaging Management

• AI

• Insights

• Reporting & Intelligence

• Customer Experience (Customer Portal and App)

Additional capabilities can be provided by on first- or third-party basis, and include:

• Identity, Verification & Authentication

• Secure Digital Exchange Communications (SDEC)

• Fraud

• Data & Integration Management

• Operational Management

• Knowledge Management

• Non-Compliance Management

The Supplier is also expected to provide an element of professional services to support implementation that the Authority can call down on.

Notices

UK6: Contract award notice

Notice identifier: 2026/S 000-085039
Published: 8 September 2026, 3:47pm

UK4: Tender notice

Notice identifier: 2026/S 000-049589
Published: 27 May 2026, 12:01pm

UK1: Pipeline notice

Notice identifier: 2025/S 000-049327
Published: 18 August 2025, 8:28am

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