HMRC Enterprise Customer Relationship Management

Descriptions

HMRC is seeking to procure a strategic Core SaaS CRM Platform along with core and additional supplementary products to meet the full range of eCRM capability. Products we are looking to procure: • Core CRM Software as a Service Platform, including registration, subscription and customer record management capabilities. • Identity, Verification, Access and Fraud (IDVA&F) software as a service. • Secure Digital Exchange & Communication (SDEC) software as a service and document storage. • Architecture and product technical support (vendor specific). These capabilities are intended to form the backbone of HMRCs customer management capabilities, and will be made available to tax regimes in priority order. The new CRM system will be required to seamlessly integrate with updated customer service platforms, including the future Contact Centre as a Service (CCaaS) which will also be procured in 2025, directly enhancing taxpayer interactions, streamlining services, and reducing administrative burdens. The department intends to seek bids from Software Vendors, with future procurements planned once the CRM solutions is known for System Integrators (Implementation Partner(s)) to deliver the business outcomes and benefits. HMRC anticipates that the procurement will be completed via the competitive flexible procedure under the Procurement Act 2023 (PA23), with consideration of lots utilised for supplementary capabilities to enable broad market participation and access to the best technology solutions. Disclaimer - This notice is issued as part of HMRC's transparency and engagement processes under the Procurement Act 2023 (PA23), and should be regarded as satisfying part of the statutory requirements prior to the formal launch of the procurement process. - HMRC reserves the right to amend, revise or cancel any part of this engagement, including but not limited to the criteria, scope, timelines or approach outlined in this notice. Nothing in this notice or related documents commits HMRC to any specific approach, criteria or timetable. - This notice does not constitute an Expression of Interest (EOI) or the start of the formal procurement process. HMRC reserves the right to amend its engagement approach as the programme evolves.