HMRC Customer Relationship Management
key details
| Value | £2,000,000,000 (£2,400,000,000 inc. VAT) |
|---|---|
| Status | active |
| Category (CPV) | 48000000 +1 more |
| Deadline | 8 Aug 2025 |
| Procedure | selective |
| SME suitable | Yes |
| 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.
documents
- https://www.find-tender.service.gov.uk/Notice/041282-2025 , tenderNotice
- https://www.find-tender.service.gov.uk/Notice/049589-2026 , tenderNotice
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-16748 , biddingDocuments
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-16749 , biddingDocuments
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-16750 , biddingDocuments
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-3183 , biddingDocuments
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-3184 , biddingDocuments
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-3227 , biddingDocuments
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
9 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 22 Apr 2025 | Preliminary market engagement (UK2) | Procurement Act 2023 | 016143-2025 |
| 29 Apr 2025 | Preliminary market engagement (UK2) | Procurement Act 2023 | 017466-2025 |
| 2 Jun 2025 | Preliminary market engagement (UK2) | Procurement Act 2023 | 029296-2025 |
| 2 Jul 2025 | Planned procurement (UK3) | Procurement Act 2023 | 036824-2025 |
| 8 Jul 2025 | Planned procurement (UK3) | Procurement Act 2023 | 038117-2025 |
| 18 Jul 2025 | Tender notice (UK4) | Procurement Act 2023 | 041282-2025 |
| 11 Aug 2025 | Pipeline notice (UK1) | Procurement Act 2023 | 047470-2025 |
| 18 Aug 2025 | Pipeline notice (UK1) | Procurement Act 2023 | 049327-2025 |
| 27 May 2026 | Tender notice (UK4) | Procurement Act 2023 | 049589-2026 |
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source
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