Campaign Management Technology

This PIN alerts interested parties that HM Revenue and Customs (HMRC) is considering procurement options for a technology based capability to enable the effective and efficient management and control of targeted multi-channel campaigns designed to support HMRC customers with the collection of tax and payment of benefits. The service will need to integrate with a wide range of existing and developing services and communication channels. This Notice is also an invitation for interested parties to participate in an electronic market engagement exercise.

Interested parties should be aware that HMRC are currently considering procurement options to meet a variety of customer contact requirements across several channels, ref: SR251887682.

HMRC is a large, complex organisation with over 60 000 000 customers. Establishing an effective campaign management capability is a key part of HMRC'S customer contact management strategy to collect tax and pay benefits effectively and close the tax gap. The capability will need to support HMRC with the design, targeting, and effective operation of campaigns. It will need to operate with and through a range of communication channels and will need to be able to support HMRC with measurements of campaign effectiveness. The capability will need to integrate through open standards with a wide range of other technology based services including (but not limited to) inbound and outbound telephony services, a range of digital and paper based communication, channel preference databases, work flow and work force management services.

In addition to raising awareness of potential procurement activity, this PIN is also to facilitate a market engagement exercise. Interested parties will be able to register on the HMRC SAP/Ariba portal, where HMRC will be able to upload information, including questionnaires, which interested parties will be able to access and submit responses to help further inform HMRC requirements.

HMRC use an HMRC version of SAP Ariba Sourcing. Suppliers using HMRC's Ariba for the first time will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full

As part of the registration process you will receive a system generated email. Once you have obtained 'your account ID (AN) number, please email [email protected] with the following information:

- contract title and reference (Campaign Management Technology; SR261921648),

- organisation HMRC SAP Ariba account ID: AN,

- organisation name,

- your name,

- your email address,

- your telephone number.

Interested parties wishing to provide information should do so by completing the online questionnaire. Online questionnaires must be fully completed no later than 23.8.2019, 12.00.