Briefing and Early Engagement - HMRC Contact Centre as a Service

HMRC is continuing its early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services. This update marks the next step in the programme, providing additional details for suppliers and inviting participation in an EOI Supplier Briefing Event.

Key Information

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 Run & Optimise services with an option for incentivised innovation and optimisation

The department intends to seek bids from System Integrators (Implementation Partner(s)) in collaboration with CCaaS Software Vendors.

Next Steps

Two key documents have been made available as part of this notice:

1. CCaaS Programme Briefing Notice - A high-level overview of the programme, including its scope and indicative commercial timelines

2. Supplier Briefing Event Attendance Request Form - Suppliers interested in attending the EOI Supplier Briefing Event must complete and return this form

To be invited to the EOI Supplier Briefing Event, suppliers must meet a set of criteria as outlined in the form.

Further Details

• This stage of early market engagement remains informal and will assist HMRC in understanding market capabilities and refining its specifications

• Participation is by invitation only and will be at HMRC's discretion

• Procurement under the Competitive Flexible Procedure, in accordance with the Procurement Act 2023, is anticipated to commence in early 2025.

Key Dates and Registration

• Suppliers wishing to participate must download and complete the Supplier Briefing Event Attendance Request Form by 10th January 2025. Invitations to the EOI Supplier Briefing Event will be issued following a review against the criteria.

Disclaimer

• This notice is issued as part of HMRC's transparency and engagement processes under the Procurement Act 2023 (PA23), and should be regarded as satisfying part of the statutory requirements prior to the formal launch of the procurement process.
• HMRC reserves the right to amend, revise or cancel any part of this engagement, including but not limited to the criteria, scope, timelines or approach outlined in this notice, the CCaaS Programme Briefing Notice or the Supplier Briefing EOI Form. Nothing in this notice or related documents commits HMRC to any specific approach, criteria or timetable.
• This notice does not constitute an Expression of Interest (EOI) or the start of the formal procurement process. HMRC reserves the right to amend its engagement approach as the programme evolves.

For more information, please see the CCaaS Programme Briefing Notice.