Early Engagement - HMRC Contact Centre as a Service

A Pre-Procurement Notice
by H M REVENUE & CUSTOMS

Source
Contracts Finder
Type
Future Contract ()
Duration
not specified
Value
___
Sector
TECHNOLOGY
Published
23 Jul 2024
Delivery
not specified
Deadline
31 Aug 2024 22:59

Concepts

Location

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

Early engagement supporting HMRCs development of a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace current legacy services. This requirement shall include: 1) The provision of product licences, future acquisition and development of products and associated add-on products; 2) The provision of service design, implementation and configuration services; 3) The provision of a Run & Support service (inclusive of pro-active maintenance and testing) 4) The provision of ongoing Run & Optimise service (inclusive of an option to provide incentivised Innovation/Service Optimisation)

CPV Codes

  • 64213000 - Shared-business telephone network services
  • 64215000 - IP telephone services
  • 64216000 - Electronic message and information services
  • 64227000 - Integrated telecommunications services
  • 72210000 - Programming services of packaged software products
  • 72220000 - Systems and technical consultancy services
  • 72250000 - System and support services
  • 72261000 - Software support services
  • 72263000 - Software implementation services
  • 72265000 - Software configuration services
  • 72266000 - Software consultancy services
  • 72267000 - Software maintenance and repair services
  • 72268000 - Software supply services

Indicators

  • Contract is suitable for SMEs.

Other Information

The current intention of the department is to seek future bids from Implementation/Support Partners, in collaboration with Software vendors. This engagement will support a greater understanding of capable suppliers, test assumptions and share early draft specifications for discussion. Initial Early Engagement shall only be open to suppliers and software vendors by invitation. Software vendors will be invited based on the ability to offer a solution that can deliver effectively across all CCaaS capabilities with demonstrable evidence and customer examples of the complexity and scale of HMRC. Implementation Partners selected based on their specialist capability and ability to deliver Implementation through to Live and Optimise. HMRC reserves the right to expand eligibility as the engagement progresses and a further notice shall be published where required. Procurement is not expected to commence until early 2025 making use of the Competitive Flexible Procedure under the Procurement Act 2023.

Reference

Domains