Early Engagement - HMRC Contact Centre as a Service
Reference ocds-b5fd17-fe1bea8e-385c-453f-8f51-faca77ec33d4 · H M Revenue & Customs
Prior notice.
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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 …
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | f1e22074-e7f6-463a-af0b-c373feba6865-771004 | 26 July 2024 |
| Contracts Finder | f1e22074-e7f6-463a-af0b-c373feba6865-771004 | 26 July 2024 |
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