HMRC Enterprise Customer Relationship Management

Description

HMRC is commencing work on the Enterprise Customer Relationship Management (E-CRM) Programme, that is aiming to transform the way HMRC works with its customers. The programme is critical to supporting the government's critical aims for HMRC to modernise its systems, improve customer service, and close the Tax Gap. The programme will support delivery of a number of technology products and delivery support services to enable HMRC to provide a 360 view of the customer, rationalise its technology estate, and put it in the best position to leverage all the opportunities of industry leading capabilities and AI tools. A central component to the delivery of this programme is the procurement of a Core Software as a Service (SaaS) CRM solution that will underpin HMRCs Enterprise vision. Additional solutions shall be required in order to supplement and enhance these core capabilities and provide HMRC with the full suite of tools it needs to deliver for the taxpayer. Products HMRC will likely be looking to procure include: • Core CRM Software as a Service Platform, including registration, subscription and customer record management capabilities. • Identity, Verification and Access (IDV&A) software as a service. • Fraud prevention mechanisms. • Secure Digital Exchange & Communication (SDEC) software as a service and document storage. • Architecture and product technical support (vendor specific). These capabilities are intended to form the backbone of HMRCs customer management capabilities, and will be made available to tax regimes in priority order. The new CRM system will be required to seamlessly integrate with updated customer service platforms, including the future Contact Centre as a Service (CCaaS) which will also be procured in 2025, directly enhancing taxpayer interactions, streamlining services, and reducing administrative burdens. The department intends to seek bids from Software Vendors, with future procurements planned once the CRM solutions is known for System Integrators (Implementation Partner(s)) to deliver the business outcomes and benefits. HMRC anticipates that the Core CRM SaaS procurement will be completed via the competitive flexible procedure under the Procurement Act 2023 (PA23), with consideration of lots utilised for supplementary capabilities to enable broad market participation and access to the best technology solutions. Disclaimer - This notice is issued as part of HMRC's transparency and engagement processes under the Procurement Act 2023 (PA23), and should be regarded as satisfying part of the statutory requirements prior to the formal launch of the procurement process. - HMRC reserves the right to amend, revise or cancel any part of this engagement, including but not limited to the criteria, scope, timelines or approach outlined in this notice. Nothing in this notice or related documents commits HMRC to any specific approach, criteria or timetable. - This notice does not constitute an Expression of Interest (EOI) or the start of the formal procurement process. HMRC reserves the right to amend its engagement approach as the programme evolves.