Customer Contact Programme

This is to alert interested parties that HM Revenue and Customs (HMRC) is considering procurement options to meet a variety of Customer Contact requirements, including, but not exclusive to Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. In addition, its purpose is to initiate an electronic market engagement exercise.

HMRC is starting a journey that will secure a set of integrated, class leading customer contact management services as part of a programme that will help transform customer and advisor experience. Whilst it is likely that HMRC will use a variety of approaches to secure the very best services in this field, the purpose of this notice (PIN) is to alert interested parties that existing contracting options are also being considered, including the use of CCS Digital Marketplace/Frameworks.

As such, the issue of this notice provides no commitment that HMRC will be going to the open market for such services in the near future. This will also facilitate an electronic market engagement exercise. Interested parties will be able to register on the HMRC SAP/Ariba portal, and submit information/responses using a questionnaire format, to further inform HMRC requirements.

This notice covers Customer Contact as a whole, but interested parties should remain aware that as requirements are defined further PINs may be published and market engagement commenced for specific services, which may include Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services.

Additional information: HMRC use an HMRC version of SAP Ariba Sourcing. Suppliers using HMRCs Ariba for the first time will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full As part of the registration process you will receive an email. Once you have obtained your account ID (AN) number, please email e.procurement@hmrc.gov.uk with the following:

• Contract title and Reference (Customer Contact; SR251887682) - - - Your organisation's HMRC SAP Ariba account ID
• Your organisation name
• Your name
• Your email address
• Your telephone number

Interested parties wishing to provide information should do so by completing the online questionnaire. There is no close time for the event at this stage, and the portal is likely to be open for an extended period aligned to the programme delivery.To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=411113186

GO reference: GO-201972-PRO-15051269 TKR-201972-PRO-15051268