HMRC Customer Communication Services

HMRC's Customer Communication requirements are split into three distinct categories and the procurement aggregates all of them under one services agreement:

Document Design, Composition and Control. HMRC currently owns the design of documents in-house within its Digital Services team and has a desire to eventually take ownership of all composition activity (composition for bulk printing is currently performed by a third party supplier) and channel control services. The solution will need to allow us to streamline the processes, so that form / letter creation and change is materially quicker and cheaper and allows us to create outputs capable of delivery to customers through the channel of HMRC's choice based on customer preferences. This includes, where required, print-ready files to send to production.

Bulk Print Service. This is the service for print requirements generated out of a number of back end systems and includes enclosure of mail and sorting for presentation to Down Stream Access mail distribution. The current third party contract for Bulk Print expires in June 2017. For all print services, HMRC requires the utilisation of the lowest cost postal services available for all qualifying mail.

Central Print Service. This is the default service for c39k users who create outputs on their desktops and moves the printing from their local office printers to a centralised print and despatch facility and generates in the region of 13 million letters per year (20m images) including enclosure of mail and sorting for presentation in general to Down Stream Access mail distribution. The contract for Central Print expires in June 2017.