HMRC Video Relay Service

HMRC is reviewing its service provision for Deaf customers and following a trial in conjunction with the Royal Association for Deaf people (RAD), wishes to appoint a supplier to provide a service comprising of multi-channel contact options to support British Sign Language (BSL) users to engage with HMRC. HMRC already provides enhanced levels of support for its most vulnerable customers through the Needs Extra Support service. For Deaf customers this means making a face to face appointment with an HMRC advisor and having a BSL interpreter present.

HMRC is proposing to work with an external supplier to implement a service for BSL users that provides alternative options for contacting the department. The service must be free of charge to the customer and support HMRC’s digital strategy (Digital Strategy included in ITT pack)

As a trial has been ongoing the new service will need to integrate into the HMRC service model whilst maintaining service continuity for customers during the migration from the trial to live.

Additional information: The Awarding Authority (HMRC) use an HMRC instance of SAP Ariba Sourcing Pro (hereafter referred to as HMRC’s instance of SAP Ariba) to facilitate the procurement process and this must be used by economic operators to express an interest and/or bid for the opportunity described in this Contract Notice. (Further information about HMRC’s instance of SAP Ariba, a Suppliers Guide and general information about supplying to HMRC is available on the HMRC website: www.hmrc.gov.uk/about/supplying.htm) Economic operators who have used HMRC’s instance of SAP Ariba previously you will be registered as part of the HMRC Ariba Supplier Network and you should access the system to obtain your organisation’s account ID number. Contact details on the system should be checked and, where necessary, additional users added to help avoid multiple registrations for the same organisation. Previously registered users having difficulty recovering their account ID number or identifying users within their organisation should email for assistance [email protected] Economic operators using HMRC’s instance of SAP Ariba for the first time, including suppliers who are already registered on the wider SAP Ariba supplier network, will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full. (You must ensure that you are directed to the registration page for HMRC’s instance of SAP Ariba, identified with the HMRC logo at the top of the page, and to do this you may need to cut and paste the web address directly into your web browser) Once you have obtained ‘your organization’s account ID’ number, please email [email protected] with the following information as confirmation that you wish to express an interest and/or bid for the opportunity described in this Contract Notice. The contract reference shown in Section 1 of this Contract Notice Your organization’s HMRC SAP Ariba account ID: AN Your organisation’s name: Your name: Your email address: Your telephone number: