Customer Contact Programme

Tender description

This is to alert interested parties that HM Revenue and Customs (HMRC) is considering procurement options to meet a variety of Customer Contact requirements, including, but not exclusive to Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. In addition, its purpose is to initiate an electronic market engagement exercise. HMRC is starting a journey that will secure a set of integrated, class leading customer contact management services as part of a programme that will help transform customer and advisor experience. Whilst it is likely that HMRC will use a variety of approaches to secure the very best services in this field, the purpose of this notice (PIN) is to alert interested parties that existing contracting options are also being considered, including the use of CCS Digital Marketplace/Frameworks. As such, the issue of this notice provides no commitment that HMRC will be going to the open market for such services in the near future. This will also facilitate an electronic market engagement exercise. Interested parties will be able to register on the HMRC SAP/Ariba portal, and submit information/responses using a questionnaire format, to further inform HMRC requirements. This notice covers Customer Contact as a whole, but interested parties should remain aware that as requirements are defined further PINs may be published and market engagement commenced for specific services, which may include Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services.