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Tender Details
- Country: United Kingdom
- Summary: Hmrc Contact Centre as a Service (Ccaas) Procurement
- GBT Ref No: 119543330
- Deadline: 23 Jun 2025
- Competition: ICB
- Financier: Self Financed
- Purchaser Ownership: Public
- Tender Value: Refer Document
- Notice Type: Tender
- Document Ref. No.:
- Purchaser's Detail :
- Description :
- HMRC has been conducting preliminary market engagement activities for the development of a Contact Centre as a Service (CCaaS) solution to replace its current legacy services. 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 run & optimise services with the potential for innovation and transformation. This Planned Procurement Notice, is being published to notify the market of HMRC's intention to launch the official tender process. This will commence with a participation phase including Conditions of Participation and Procurement Specific Questionnaire. The commencement of this phase will mark the official closure of the preliminary market engagement period. It should be noted that as part of the Conditions of Participation release, all suppliers (Implementation Partners) will be expected to demonstrate compliance with HMRC's list of 'must-have' non-functional requirements (NFRs). Suppliers should also note the attached Ethical Walls Agreement template. As part of your Conditions of Participation submission, any relevant suppliers (i.e. those suppliers who currently provide IT customer contact services to HMRC, including any integration services to the wider HMRC IT estate) should provide an indication of ...
- Documents :
Purchaser : HM REVENUE & CUSTOMS
100 Parliament Street London SW1A 2BQ United Kingdom
Email :it-customer-engagement@hmrc.gov.uk
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