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HM REVENUE & CUSTOMS has floated a tender for Hmrc Enterprise Customer Relationship Management. The project location is United Kingdom and the tender is closing on 30 May 2025. The tender notice number is , while the TOT Ref Number is 118063678. Bidders can have further information about the Tender and can request the complete Tender document by Registering on the site.
Procurement Summary
Country : United Kingdom
Summary : Hmrc Enterprise Customer Relationship Management
Deadline : 30 May 2025
Other Information
Notice Type : Tender
TOT Ref.No.: 118063678
Document Ref. No. :
Financier : Self Financed
Purchaser Ownership : Public
Tender Value : GBP 1200000000
Purchaser's Detail
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Login to see detailsTender Details
HMRC is seeking to procure a strategic Core SaaS CRM Platform along with core and additional supplementary products to meet the full range of eCRM capability. Products we are looking to procure: • Core CRM Software as a Service Platform, including registration, subscription and customer record management capabilities. • Identity, Verification, Access and Fraud (IDVA&F) software as a service. • Secure Digital Exchange & Communication (SDEC) software as a service and document storage. • Architecture and product technical support (vendor specific). These capabilities are intended to form the backbone of HMRCs customer management capabilities, and will be made available to tax regimes in priority order. The new CRM system will be required to seamlessly integrate with updated customer service platforms, including the future Contact Centre as a Service (CCaaS) which will also be procured in 2025, directly enhancing taxpayer interactions, streamlining services, and reducing administrative burdens. The department intends to seek bids from Software Vendors, with future procurements planned once the CRM solutions is known for System Integrators (Implementation Partner(s)) to deliver the business outcomes and benefits. HMRC anticipates that the procurement will be completed via the competitive flexible procedure under the Procurement Act 2023 (PA23), with consideration of lots utilised for supplementary capabilities to enable broad market participation and access to the best technology ...
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