HMRC Customer Relationship Management

Descriptions

As part of the HMRC Enterprise Customer Relationship Management Programme, HMRC are seeking a supplier to provide Software as a Service Customer Relationship Management. There will be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities.

The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include:

• Marketing & Campaign Management

• Customer Management

• Case Management

• Interaction, Channel and Messaging Management

• AI

• Insights

• Reporting & Intelligence

• Customer Experience (Customer Portal and App)

Additional capabilities can be provided by on first- or third-party basis, and include:

• Identity, Verification & Authentication

• Secure Digital Exchange Communications (SDEC)

• Fraud

• Data & Integration Management

• Operational Management

• Knowledge Management

• Non-Compliance Management

Suppliers are also expected to provide an element of professional services to support implementation that the Authority can call down on.