HMRC Contact Centre as a Service (CCaaS) Procurement

HMRC has been conducting preliminary market engagement activities for the development of a Contact Centre as a Service (CCaaS) solution to replace its current legacy services. 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 run & optimise services with the potential for innovation and transformation. This Planned Procurement Notice, is being published to notify the market of HMRC's intention to launch the official tender process. This will commence with a participation phase including Conditions of Participation and Procurement Specific Questionnaire. The commencement of this phase will mark the official closure of the preliminary market engagement period. It should be noted that as part of the Conditions of Participation release, all suppliers (Implementation Partners) will be expected to demonstrate compliance with HMRC's list of 'must-have' non-functional requirements (NFRs). Suppliers should also note the attached Ethical Walls Agreement template. As part of your Conditions of Participation submission, any relevant suppliers (i.e. those suppliers who currently provide IT customer contact services to HMRC, including any integration services to the wider HMRC IT estate) should provide an indication of the named individuals who will form part of their business as usual service delivery and bid teams. Whilst we will not require a signed Ethical Walls Agreement to access the Conditions of Participation documentation, all relevant or impacted suppliers will be expected to provide a signed version ahead of the release of the tender documentation at the Invitation to Submit Initial Tender (ISIT) stage. To prepare for the procurement launch, suppliers should ensure they are signed up to and registered on HMRC's e-sourcing platform, Ariba, in advance of the release of the Tender Notice. This is to ensure: 1) All relevant communications regarding tender documentation can be received by all interested suppliers. 2) Only suppliers (Implementation Partners) who are registered on Ariba will be able to request access to the Conditions of Participation and Procurement Specific Questionnaire. The attached Ariba guidance will aid suppliers throughout the registration process. For clarity, tenders are to be submitted only by Implementation Partner suppliers, who will therefore need to be registered on Ariba. Once registered, please send your ANID ('Unique Company Identifier') to HMRC at [email protected]. Without this, you will not be able to view or access any tender documentation. Please note, all dates provided in this notice are not final and HMRC reserves the right to change or amend any dates at its discretion. Any changes to dates or timelines will be disseminated to suppliers in a timely manner to ensure full transparency and salient disclosure throughout the procurement process. Information on this requirement, and documents/content previously shared can be found on the below links. April 2025 - https://www.find-tender.service.gov.uk/Notice/017308-2025 December 2024 - https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 July 2024 - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865