HMRC Customer Relationship Management

Concepts

• software package
• hmrc customer relationship management
• customer portal
• a service customer relationship management
• the authoritys enterprise customer relationship management programme
• • data & integration management • operational management • knowledge management • non-compliance management
• • marketing & campaign management • customer management
• • fraud • data & integration management • operational management • knowledge management • non-compliance management certain capabilities
• marketing & campaign management • customer management • case management • interaction, channel and messaging management • ai • insights • reporting & intelligence • customer experience
• hmrc

Location

United Kingdom:

Description

As part of the Authority's Enterprise Customer Relationship Management Programme, it is seeking a supplier to provide Software as a Service Customer Relationship Management. There will likely be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities. The requirement for this procurement covers the following capabilities: • Marketing & Campaign Management • Customer Management • Case Management • Interaction, Channel and Messaging Management • AI • Insights • Reporting & Intelligence • Customer Experience (Customer Portal and App) • Identity, Verification & Authentication • Secure Digital Exchange Communications (SDEC) • Fraud • Data & Integration Management • Operational Management • Knowledge Management • Non-Compliance Management Certain capabilities are required to be delivered on a First Party basis, specific details are provided within the CoP document. Suppliers are also expected to provide an element of professional services to support implementation.

Renewal Options

The Authority anticipates a 10 year initial period with optional extensions taking the total contract length up to 15 years. Extensions will be exercised at the discretion of the Authority.

Award Criteria

CPV Codes

• 48000000 - Software package and information systems
• 72000000 - IT services: consulting, software development, Internet and support

Indicators

• Options are available.
• Renewals are available.

Other Information

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