Public procurement notice: Contract Notice
Published: 2019-12-17
Buyer: HM Revenue and Customs
Country: UK
Contract type: Services
Procedure: Open procedure
CPV classification: 32342450 | 32429000 | 48314000 | 48512000 | 64227000
Estimated value: 91000000 GBP
Submission deadline: 2020-01-28
Award criteria: The most economic tender

Technical requirements: HMRC’s telephony platform contract expires 23.1.2021. The department wishes to modernise contact handling as part of our wider strategy to transform customer management. A ‘best in breed’ approach has been adopted, aiming to procure telephony technologies that can work together and with other contact engagement components, to deliver excellent, digital first, customer service.
The current budget for the initial 4-year contract term for all 3 requirement lots is 57 000 000 GBP. The estimates provided at lot-specific level are the indicative budgets to achieve the overall budget for the initial term. The authority will consider proposals which include pricing above the lot-specific budgetary figures provided, but reserve the right to exclude such proposals which are above the lot-specific indicative budgetary figures, should its overall budget of 57 000 000 GBP be exceeded. The overall 91 000 000 GBP value includes for the optional extension of the contract for a total of a further 2 years.
The authority reserves the right to award contract/s combining any or all of the lots, with the authority carrying out an open and transparent evaluation process in line with the Public Contract Regulations 2015.
The core telephony capabilities for receiving, queuing and handling inbound telephone calls and making bulk outbound calls;
The capability to make and receive calls from the public telecommunications network, including the provisions of connections to the public network, intelligent network layer and a range of non-geographic telephone numbers
Performing the IT Delivery Lead role to ensure that the different telephony systems delivered under lots 1 – 3 will integrate with each other and with the wider ecosystem.
The contract is subject to 2 optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12.
The use of voice automation in identifying a caller's identity, intent, call steering and voice self-service Applications.
The contract is subject to 2 optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12.
The recording, storage, transcription and analysis on 100 % of calls received by HMRC. Integrating the analytical capability with all other telephony components.
Securely storing and retrieving large volumes of data and metadata, including c.170 m call recordings for six years plus current tax year.
The contract is subject to 2 optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12.
Full details regarding legal, economic, financial and technical information to be provided at the tender stage will be detailed in the tender documentation. Potential tenderers should be aware, however, that they may be required to forward the following information:
(a) a copy of the most recent audited accounts covering the tenderer’s last 2 years of trading (or for the period that is available if trading for less than two years); or
(b) for the most recent full year of trading, where this information is not available in audited form, a copy of the draft or unaudited financial accounts or equivalent information showing the tenderer’s turnover, profit and loss and cash flow position and an end period balance sheet or, where this cannot be provided, a statement signed by the finance director or similar responsible person detailing any major changes in the current financial position since the date of the latest audited accounts provided.


Award value: 91000000