HMRC Customer Relationship Management
HM Revenue & CustomscontractFind a Tender ↗Ref ocds-h6vhtk-050568Procurement Act 2023SME suitableactive
Estimated value
£2.0bn
services
Awarded value
—
Suppliers
0
Lots
1
0 awarded
Published
18 Jul 2025
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.
Scope
- Reference
- ocds-h6vhtk-050568
- Total value
- £2,000,000,000 excluding VAT£2,400,000,000 including VATAbove the relevant threshold
- Commercial tool
- Standalone contract
- Contract dates
- 30 Apr 2026 to 30 Apr 2036Possible extension to 30 Apr 2041
The Authority anticipates a 10 year initial period with optional extensions taking the total contract length up to 15 years. Extensions will be exercised at the discretion of the Authority.
- Main category
- services
- CPV classifications
- 4800000072000000
- Contract locations
- UK, United Kingdom
- Particular suitability
- Small and medium-sized enterprises (SME)
Award criteria
Criteria the buyer will use to evaluate bids.
| Name | Description | Type | Weighting |
|---|---|---|---|
| Quality | Quality, including but not limited to the ability to meet functional and non-functional requirements, qualitative questions, and product demonstrations shall be weighted at 90%. | quality | — |
| Social Value | Social Value shall be weighted at 10%. | quality | — |
| Price | Price will be evaluated on a price per quality point (PQP) basis. | price | — |
Submission & procedure
- Enquiry deadline
- 31 Jul 2025, 11:00 am
- Submission address
- Supplier's who wish to participate must follow the steps below in order to access the CRM event in the Authority's instance of SAP Ariba, where supplier's will be able to view the tender documentation and respond to the Authority. Those suppliers who have already provided their details to express an interest in this opportunity through the Planned Procurement Notice do not need to re-register their interest. Those who have participated in the market engagement activity but not explicitly re-registered their interest do need to re-provide their Ariba details. Registering on Ariba: STEP 1 To register for an Ariba account please follow the link below in full. Please note that to access the Authority's instance of Ariba for the first time you must enter via the below link regardless of whether you have an existing account for the wider Ariba procurement network. http://hmrc.sourcing-eu.ariba.com/ad/selfRegistration Please Note: For those Suppliers who are already registered, please skip STEP 1 and go straight to STEP 4. STEP 2 If your organisation does not have an existing account on the wider Ariba supplier network, fill out all mandatory fields on the form including 'Company Information' and 'User Account Information' and select 'Register' (marked in red). If your organisation already has an existing account on the wider Ariba supplier network. Select 'Login' (marked in blue) to enter your credentials and submit your organisation for Authority approval. STEP 3 This step assumes that a supplier is new to the wider Ariba supplier network and is setting up an account for the first time. If you have followed the process for an organisation with an account on the wider Ariba supplier network, please skip to Step 4. After submitting your details on the landing page, you will be redirected to a second page asking you to confirm your email address. The system will send an auto-generated email to the email address you registered the account with. To move to the next step of the process please follow the 'Click here to activate your Ariba account' link in the email. STEP 4 Following the email link in STEP 3 redirects you to the Authority's instance of Ariba where you will be asked to provide further profile information as part of our Supplier Profile Questionnaire. You must complete and submit this information in order to participate in procurement 'events'. Following the verification link will also submit your profile for approval. Your account will only be fully activated once approval from the Ariba Systems Team has been received. STEP 5 Completing and submitting your company profile will send your account for approval. Once your account has been verified and approved by this team you will receive an email as below. In the event of your account not being approved a member of the team will contact you stating why this is the case. The most common reason usually being that your organisation has an existing account on the Authority's instance of Ariba. STEP 6 The registration process is now complete. Following the link to http://proposals.seller.ariba.com will allow you to log into your account as below. Entering your login details on this page will take you directly through to your Ariba Commerce Cloud dashboard. It is on this page that events which you have been granted access to will appear. STEP 7 In order to gain access to an e-Sourcing 'event' that you have seen advertised in Find a Tender Service or on Contracts Finder you must have successfully registered for an account. If you have an account on the wider Ariba supplier network this will not be sufficient to access the Authority's procurement 'events' and you will need to follow the process detailed earlier in this pack - 'How to Register'. When you have successfully registered and been approved on the Authority's instance of Ariba you will be sent an automatically generated system ID via an email like the below. This number will begin 'AN...' and is required in order for the Authority's Commercial Officers to be able to add you to e-Sourcing procurement events. STEP 8 Details of the Commercial Officer running the procurement exercise can be found in the 'About the Buyer' section of Find a Tender Service and Contracts Finder. This area provides the Officer's name and contact details. Should you wish to access the event please email the buyer in question at the email address stated on the notice detailing the following information quoting the title of the 'event' that you would like to access: • Your ANID • Your name • Your organisation's name • Your contact details The Commercial Officer will then be able to grant you access to the 'event' including full tender documentation and supporting documents.
- Electronic submission
- Yes
- Procedure
- Competitive flexible procedure