HMRC Contact Centre as a Service (CCaaS) Procurement

A Tender Notice
by HM REVENUE & CUSTOMS

Source
Find a Tender
Type
Contract (Services)
Duration
8 year
Value
£500M
Sector
TECHNOLOGY
Published
29 May 2025
Delivery
09 Feb 2026 to 08 Feb 2034
Deadline
n/a

Concepts

Location

United Kingdom:

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

HMRC is seeking an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. This update marks the next step in the programme, the formal launch of the procurement. Key Information The CCaaS Programme aims to procure a solution encompassing: 1. The provision of product licenses and future acquisition/development of associated add-on products. 2. Service design, implementation and configuration services. 3. Run & support services, including proactive maintenance and testing. 4. Ongoing optimisation of services with the potential for innovation and transformation

Renewal Options

The period of the agreement for the HMRC Contact Centre as a Service (CCaaS) is an initial term of 8 years (96 months), with extension options of 2 x 1 years (24 months); this provides a maximum duration of 10 years (120 months).

Award Criteria

Stage 2: Requirements Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Further details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.
Stage 2: Qualitative Questions Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Further details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.
Stage 2: Social Value Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Further details can be found in the Conditions of Participation and Procurement Specific Questionnaire document. This process will be utilising the Price per Quality Point methodology.

CPV Codes

  • 48512000 - Interactive voice response software package
  • 48517000 - IT software package
  • 64215000 - IP telephone services
  • 64227000 - Integrated telecommunications services
  • 72000000 - IT services: consulting, software development, Internet and support

Indicators

  • Options are available.
  • Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **

Reference

Domains