Briefing and Early Engagement - Hmrc Contact Centre as a Service

UkTender notice for Briefing and Early Engagement - Hmrc Contact Centre as a Service. The reference ID of the tender is 112673359 and it is closing on 17 Jan 2025.

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Tender Details

  • Country: United Kingdom
  • Summary: Briefing and Early Engagement - Hmrc Contact Centre as a Service
  • GBT Ref No: 112673359
  • Deadline: 17 Jan 2025
  • Competition: ICB
  • Financier: Self Financed
  • Purchaser Ownership: Public
  • Tender Value: Refer Document
  • Notice Type: Tender
  • Document Ref. No.: SR2254976364
  • Purchaser's Detail :
  • Purchaser : H M REVENUE & CUSTOMS
    100 PARLIAMENT STREET LONDON SW1A 2BQ England
    Contact Person : Joe Miller
    Email :it-customer-engagement@hmrc.gov.uk

  • Description :
  • HMRC is continuing its early engagement activities for the development of a single Omni-Channel Contact Centre as a Service (CCaaS) solution to replace its current legacy services. This update marks the next step in the programme, providing additional details for suppliers and inviting participation in an EOI Supplier Briefing Event.

    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 an option for incentivised innovation and optimisation

    The department intends to seek bids from System Integrators (Implementation Partner(s)) in collaboration with CCaaS Software Vendors.

    Next Steps
    Two key documents have been made available as part of this notice:
    1. CCaaS Programme Briefing Notice - A high-level overview of the programme, including its scope and indicative commercial timelines
    2. Supplier Briefing Event Attendance Request Form - Suppliers interested in attending the EOI Supplier Briefing Event must complete and return this form

    To be invited to the EOI Supplier Briefing Event, suppliers must meet a set of criteria as outlined in the form.

    Further Details
    • This stage of early market engagement remains informal an...
  • Documents :
  •  Tender Notice

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