Customer Engagement Programme - Telephony Services

Tender description

HMRC's telephony platform contract expires 23/01/2021. The department wishes to modernise contact handling as part of our wider strategy to transform customer management. A 'best in breed' approach has been adopted, aiming to procure telephony technologies that can work together and with other Contact Engagement components, to deliver excellent, digital first, customer service. The current budget for the initial four-year contract term for all three lot requirements is £57m. The estimates provided at lot-specific level are the indicative budgets to achieve the overall budget for the initial term. The Authority will consider proposals which include pricing above the lot-specific budgetary figures provided, but reserve the right to exclude such proposals which are above the lot-specific indicative budgetary figures, should its overall budget of £57m be exceeded. The overall £91m value includes for the optional extension of the contract for a total of a further two years. Maximum number of lots that may be awarded to one tenderer: 3 The contracting authority reserves the right to award contracts combining the following lots or groups of lots: There are three lots in total: 1. Core Telephony, Carrier Services and Systems Integration 2. Voice Automation 3. Recording & Analytics The Authority reserves the right to award contract/s combining any or all of the lots, with The Authority carrying out an open and transparent evaluation process in line with the Public Contract Regulations 2015. Further information about the procurement can be found in the link to the OJEU Contract Notice, provided below, including information about how to register to participate in this opportunity. Further information about the registration process is also provided in the attached SAP Ariba Supplier Registration Guide.