OTHERopen🌐 United Kingdom (Find a Tender)SR2412633519
HMRC Customer Relationship Management
HM Revenue & Customs
Description
IMPORTANT INFORMATION (DISCLAIMER): THIS IS A RE-PUBLICATION OF TENDER NOTICE: Procurement identifier (OCID): ocds-h6vhtk-050568 "HMRC Customer Relationship Management" FOR THE PURPOSES OF THE PROCUREMENT ACT 2023 S.31 "Modifying a section 19 procurement". HMRC IS NOT ACCEPTING NEW PARTICIPANTS. As part of the HMRC Enterprise Customer Relationship Management Programme, HMRC are seeking a supplier to provide Software as a Service Customer Relationship Management. There will be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities. The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include: • Marketing & Campaign Management • Customer Management • Case Management • Interaction, Channel and Messaging Management • AI • Insights • Reporting & Intelligence • Customer Experience (Customer Portal and App) Additional capabilities can be provided by on first- or third-party basis, and include: • Identity, Verification & Authentication • Secure Digital Exchange Communications (SDEC) • Fraud • Data & Integration Management • Operational Management • Knowledge Management • Non-Compliance Management Suppliers are also expected to provide an element of professional services to support implementation that the Authority can call down on.
Documents (3)?
Details?
- Posted
- May 27, 2026
- Response deadline
- Jun 22, 2026, 10:59 PM UTC
- Type
- OTHER
- Category
- services
- Procurement method
- Competitive flexible procedure
- Status
- active
- Estimated value
- GBP 2,000,000,000
- Buyer
- HM Revenue & Customs
- Jurisdiction
- United Kingdom (Find a Tender)
- Award date
- Aug 1, 2026
- Start date
- Jul 31, 2026
- End date
- Apr 30, 2036
- Reference #
- SR2412633519
- Country
- United Kingdom
- Tender Value Currency
- GBP
- Tender Value Amount Gross
- 2400000000
- Tender Covered By
- GPA, CPTPP
- Tender Procedure Features
- HMRC will be procuring the Customer Relationship Management opportunity through the Competitive Flexible Procedure as set out in the Procurement Act 2023. To formally express an interest in this oppor
- Tender Legal Basis Uri
- https://www.legislation.gov.uk/ukpga/2023/54/contents
- Tender Legal Basis Scheme
- UKPGA
- Tender Description
- IMPORTANT INFORMATION (DISCLAIMER): THIS IS A RE-PUBLICATION OF TENDER NOTICE: Procurement identifier (OCID): ocds-h6vhtk-050568 "HMRC Customer Relationship Management" FOR THE PURPOSES OF THE PROCURE
- Tender Risk Details
- The Authority considers the following to be future risks to contract performance: Material infrastructure and/or hosting changes, resulting in a change to a hosting location which is not permitted by
- Tender Submission Terms Languages
- en
- Tender Submission Terms Electronic Submission Policy
- allowed
- Tender Procurement Method
- open
- Tender Submission Method Details
- Supplier's who wish to participate must follow the steps below in order to access the CRM event in the Authority's instance of SAP Ariba, where supplier's will be able to view the tender documentation
- Planning No Engagement Notice Rationale
- PME was completed, see notice HMRC Customer Relationship Management, ocds-h6vhtk-050568. It was not possible to link that notice during the setup of this notice.
Contact
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