Early Engagement - HMRC Contact Centre as a Service
H M REVENUE & CUSTOMS · United Kingdom
Key facts
- Engagement closes
- 31 Aug 2024
- Buyer type
- Central government
- Source
- Contracts Finder
Description
Early engagement supporting HMRCs development of a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace current legacy services.
This requirement shall include: 1) The provision of product licences, future acquisition and development of products and associated add-on products; 2) The provision of service design, implementation and configuration services; 3) The provision of a Run & Support service (inclusive of pro-active maintenance and testing) 4) The provision of ongoing Run & Optimise service (inclusive of an option to provide incentivised Innovation/Service Optimisation)
The current intention of the department is to seek future bids from Implementation/Support Partners, in collaboration with Software vendors. This early-stage, informal engagement will support a greater understanding of capable suppliers, test assumptions and share early draft specifications for discussion.
Initial Early Engagement shall only be open to suppliers and software vendors by invitation only, at the discretion of HMRC. Software vendors will be invited, where necessary at this stage, based on the ability to offer a solution that can deliver effectively across all CCaaS capabilities with demonstrable evidence and customer examples of the complexity and scale of HMRC. Implementation Partners, where necessary, will be selected based on their specialist capability and ability to deliver Implementation through to Live and Optimise.
HMRC reserves the right to expand eligibility as the engagement progresses and a further notice shall be published where required. Procurement is not expected to commence until early 2025 making use of the Competitive Flexible Procedure under the Procurement Act 2023.
No further documents are available for suppliers to request and this notice does not serve as an expression of interest. The formal stages of engagement including any expression of interest will follow, where issued, in due course. No registration is necessary or required at this stage
Categories (CPV)
- 64213000 Shared-business telephone network services
- 64215000 IP telephone services
- 64216000 Electronic message and information services
- 64227000 Integrated telecommunications services
- 72210000 Programming services of packaged software products
- 72220000 Systems and technical consultancy services
- 72250000 System and support services
- 72261000 Software support services
- 72263000 Software implementation services
- 72265000 Software configuration services
- 72266000 Software consultancy services
- 72267000 Software maintenance and repair services
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