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| Source: | Find a Tender Service (FTS) |
| Notice Type: | Tender notice |
| Buyer: | HM Revenue & Customs |
| Main Category: | Services |
| Procurement Method: | Competitive flexible procedure |
| Tender Status: |
| Open |
| Estimated Value (ex. VAT): | £2,000,000,000 |
| Estimated Value (inc. VAT): | £2,400,000,000 |
| Release Date: | 27 May 2026 |
| Application Deadline: | 22 June 2026 |
| Procurement ID (OCID): | ocds-h6vhtk-0584b5 |
| Notice Reference: | 049589-2026 |
All 3 notices for this procurement, oldest first.
ECRM - SaaS Customer Relationship Management
ECRM - SaaS Customer Relationship Management
HMRC Customer Relationship Management
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IMPORTANT INFORMATION (DISCLAIMER): THIS IS A RE-PUBLICATION OF TENDER NOTICE: Procurement identifier (OCID): ocds-h6vhtk-050568 "HMRC Customer Relationship Management" FOR THE PURPOSES OF THE PROCUREMENT ACT 2023 S.31 "Modifying a section 19 procurement". HMRC IS NOT ACCEPTING NEW PARTICIPANTS. As part of the HMRC Enterprise Customer Relationship Management Programme, HMRC are seeking a supplier to provide Software as a Service Customer Relationship Management. There will be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities. The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include: • Marketing & Campaign Management • Customer Management • Case Management • Interaction, Channel and Messaging Management • AI • Insights • Reporting & Intelligence • Customer Experience (Customer Portal and App) Additional capabilities can be provided by on first- or third-party basis, and include: • Identity, Verification & Authentication • Secure Digital Exchange Communications (SDEC) • Fraud • Data & Integration Management • Operational Management • Knowledge Management • Non-Compliance Management Suppliers are also expected to provide an element of professional services to support implementation that the Authority can call down on.
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Application Deadline
22 June 2026
18 days left
Estimated Value
£2,000,000,000
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