HMRC Video Relay Service

Tender description

HMRC is reviewing its service provision for Deaf customers and following a trial in conjunction with the Royal Association for Deaf people (RAD), wishes to appoint a supplier to provide a service comprising of multi-channel contact options to support British Sign Language (BSL) users to engage with HMRC. HMRC already provides enhanced levels of support for its most vulnerable customers through the Needs Extra Support service. For Deaf customers this means making a face to face appointment with an HMRC advisor and having a BSL interpreter present. HMRC is proposing to work with an external supplier to implement a service for BSL users that provides alternative options for contacting the department. The service must be free of charge to the customer and support HMRC’s digital strategy (Digital Strategy included in ITT pack) As a trial has been ongoing the new service will need to integrate into the HMRC service model whilst maintaining service continuity for customers during the migration from the trial to live.