HMRC Contact Centre as a Service

Descriptions

FOR INFORMATION ONLY - NO ACTION REQUIRED HMRC has been conducting early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services. 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 Previous notices have been provided prior to the launch of the Procurement Act 2023. This notice is being published to allow for linking to future Planned Procurement and associated notices. Information on this requirement, and documents/content previously shared can be found on the below links. Notices previous published: December 2024 - https://www.contractsfinder.service.gov.uk/Notice/f652594e-a318-47dc-bfa2-d89f04bec175 July 2024 - https://www.contractsfinder.service.gov.uk/Notice/f1e22074-e7f6-463a-af0b-c373feba6865 This notice does not constitute a further period of Pre-Market Engagement and suppliers are asked to take no further action.