Early Engagement - HMRC Contact Centre as a Service

Early engagement supporting HMRCs development of a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace current legacy services.

This requirement shall include:

1. The provision of product licences, future acquisition and development of products and associated add-on products;
2. The provision of service design, implementation and configuration services;
3. The provision of a Run & Support service (inclusive of pro-active maintenance and testing)
4. The provision of ongoing Run & Optimise service (inclusive of an option to provide incentivised Innovation/Service Optimisation)

The current intention of the department is to seek future bids from Implementation/Support Partners, in collaboration with Software vendors. This early-stage, informal engagement will support a greater understanding of capable suppliers, test assumptions and share early draft specifications for discussion.

Initial Early Engagement shall only be open to suppliers and software vendors by invitation only, at the discretion of HMRC. Software vendors will be invited, where necessary at this stage, based on the ability to offer a solution that can deliver effectively across all CCaaS capabilities with demonstrable evidence and customer examples of the complexity and scale of HMRC. Implementation Partners, where necessary, will be selected based on their specialist capability and ability to deliver Implementation through to Live and Optimise.

HMRC reserves the right to expand eligibility as the engagement progresses and a further notice shall be published where required. Procurement is not expected to commence until early 2025 making use of the Competitive Flexible Procedure under the Procurement Act 2023.

No further documents are available for suppliers to request and this notice does not serve as an expression of interest. The formal stages of engagement including any expression of interest will follow, where issued, in due course. No registration is necessary or required at this stage