HMRC Contact Centre as a Service (CCaaS)

Provision of an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services.

The CCaaS Programme aims to procure a solution encompassing:

1. The provision of product licenses and future acquisition/development of associated add-on products.
2. Service design, implementation and configuration services.
3. Run & support services, including proactive maintenance and testing.
4. Ongoing optimisation of services with the potential for innovation and transformation

The procurement process conducted was as follows:

Phase 1 - Conditions of Participation - Participants = 13

Suppliers who registered interest in participating in the CCaaS procurement were issued a Conditions of Participation Questionnaire. This included compliance questions, Financial Viability Risk Assessments and several qualitative questions.

13. responses were submitted.

Evaluation was conducted against this questionnaire with the top scoring 6 responders being invited to submit initial tenders.

Phase 2 - Invitation to Submit Initial Tender - Participants = 5

The top scoring 6 bidders were invited submit initial tenders inclusive of qualitative questions, functional and non-functional requirements, and initial pricing model. 5 initial tenders were submitted by the closing date. An initial Price Per Quality Point (PQP) score was calculated, with the top 3 bidders being taken through to the following Product Validation exercise.

Phase 3 - Product Validation Stage - Participants = 3

The 3 highest scoring bidders were invited to participate in a Product Validation Stage. This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation.

Phase 4 - Negotiation - Participants = 2

The down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase.

Phase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2

Following negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. The top placed scoring bidder has been selected as the Preferred Bidder.