HMRC Contact Centre as a Service (CCaaS) Procurement
A Addendum Notice
by HM REVENUE & CUSTOMS
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- 8 year
- Value
- £500M
- Sector
- TECHNOLOGY
- Published
- 29 May 2025
- Delivery
- 09 Feb 2026 to 08 Feb 2034
- Deadline
- n/a
Related Terms
Location
United Kingdom:
1 buyer
- HM Revenue & Customs London
Description
HMRC is seeking an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services. This update marks the next step in the programme, the formal launch of the procurement. 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 optimisation of services with the potential for innovation and transformation
Renewal Options
The period of the agreement for the HMRC Contact Centre as a Service (CCaaS) is an initial term of 8 years (96 months), with extension options of 2 x 1 years (24 months); this provides a maximum duration of 10 years (120 months).
Award Criteria
| Stage 2: Requirements | Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology. |
| Stage 2: Qualitative Questions | Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology. |
| Stage 2: Social Value | Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology. |
| Stage 3: Product Validation | Product Validation weighted at 100% of the Stage 3 evaluation process, and 15% of the overall evaluation process, where Stage 2 weighting reduces to 85%. Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology. |
CPV Codes
- 48512000 - Interactive voice response software package
- 48517000 - IT software package
- 64215000 - IP telephone services
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
Indicators
- Options are available.
- Renewals are available.
Other Information
** PREVIEW NOTICE, please check Find a Tender for full details. ** Award criteria section amended for completeness.
Reference
- ocds-h6vhtk-05085d
- FTS 028620-2025