HMRC Customer Relationship Management
Buyer: HM Revenue & Customs
- Published
- 18 July 2025
- Estimated value
- £2,000,000,000
- Place of performance
- UK
- Procedure
- Restricted procedure
- Lots
- 1
- Documents
- 4
- Notice number
- 041282-2025
- Reference
- ocds-h6vhtk-050568
- Official source
- Official source
CPV codes
- 48000000Software package and information systems
- 72000000IT services: consulting, software development, Internet and support
Description
As part of the Authority's Enterprise Customer Relationship Management Programme, it is seeking a supplier to provide Software as a Service Customer Relationship Management. There will likely be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities. The requirement for this procurement covers the following capabilities: • Marketing & Campaign Management • Customer Management • Case Management • Interaction, Channel and Messaging Management • AI • Insights • Reporting & Intelligence • Customer Experience (Customer Portal and App) • Identity, Verification & Authentication • Secure Digital Exchange Communications (SDEC) • Fraud • Data & Integration Management • Operational Management • Knowledge Management • Non-Compliance Management Certain capabilities are required to be delivered on a First Party basis, specific details are provided within the CoP document. Suppliers are also expected to provide an element of professional services to support implementation.
Official publications
- FTS · 041282-2025 · 18 July 2025
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Frequently asked questions
- What is the estimated value of this tender?
- The estimated value published by the buyer is £2,000,000,000.
- Who is the buyer of this tender?
- The contracting authority is HM Revenue & Customs (United Kingdom).
- How can I bid for public tenders in the United Kingdom?
- Bids are submitted through the official public procurement portal in the United Kingdom. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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