Briefing and Early Engagement - HMRC Contact Centre as a Service

Description

HMRC is continuing its early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services. This update marks the next step in the programme, providing additional details for suppliers and inviting participation in an EOI Supplier Briefing Event. 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 an option for incentivised innovation and optimisation The department intends to seek bids from System Integrators (Implementation Partner(s)) in collaboration with CCaaS Software Vendors. Next Steps Two key documents have been made available as part of this notice: 1. CCaaS Programme Briefing Notice - A high-level overview of the programme, including its scope and indicative commercial timelines 2. Supplier Briefing Event Attendance Request Form - Suppliers interested in attending th…

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