Input and Output Communications SR442088773

Description

This PIN is not a call for competition. HMRC would like to invite potential suppliers to participate in a pre-market engagement activity during the period week commencing 18th July 2022. If you are interested, please email molly.heywood@hmrc.gov.uk to be invited to the Request For Information and view the problem statement. HMRC is developing future options for technology-based capabilities to enable the effective and efficient management, and control of both inbound and outbound communications, designed to support HMRC customers with the collection of tax and payment of benefits. The problem statement to be provided by HMRC outlines the specific challenges we are facing whilst developing our future communications service delivery. HMRC is seeking input from the market to understand: 1. How potential suppliers can best maintain the current high standards of communication linked to a specific set of services (printed post, SMS, outbound Email, and scanned post), 2. How potential suppliers can best support HMRC on its digital transformation journey 3. How best emerging technologies could improve and transform upon the level of customer service offered. Note, more information is provided within the problem statement. HMRC has a bold ambition to increase and encourage the use of digital channels to communicate with customers in similar ways to leading private sector companies. This is likely to lead to a forecasted reduction in print/outbound mail volumes and increase the use of other digital channels. This is likely to fall within the lifetime of this new contract/s. From this, the following benefits are anticipated: • Improved customer experience through more convenient, faster means of transacting with HMRC • Improved colleague experience through improved technology, improved ways of working and re-focus onto high value work • Opportunities to drive increased compliance and close the tax gap • Increased efficiency and value for money Contracts within the Input and Output communications space are due to expire, and a new tender process is being enacted, led by HMRC to include the VOA (where appropriate). The initial services to be delivered under the contract/s could include: - The provision of current inbound and outbound communications services - this includes provision of printed post, SMS, outbound Email, and scanned post. - The provision of support, advice, and innovation to create and jointly deliver efficiencies in the current service and in how to move towards digital channels in the space of input and output communication.