HMRC Contact Centre as a Service (CCaaS) Procurement

{
  "buyer": {
    "id": "GB-PPON-PVMW-8599-JZNJ",
    "name": "HM Revenue \u0026 Customs"
  },
  "date": "2025-05-29T18:48:29+01:00",
  "id": "028620-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-05085d",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "London",
        "postalCode": "SW1A 2BQ",
        "region": "UKI32",
        "streetAddress": "100 Parliament Street"
      },
      "contactPoint": {
        "email": "it-customer-engagement@hmrc.gov.uk"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - central government",
            "id": "publicAuthorityCentralGovernment",
            "scheme": "UK_CA_TYPE"
          }
        ]
      },
      "id": "GB-PPON-PVMW-8599-JZNJ",
      "identifier": {
        "id": "PVMW-8599-JZNJ",
        "scheme": "GB-PPON"
      },
      "name": "HM Revenue \u0026 Customs",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tenderUpdate"
  ],
  "tender": {
    "aboveThreshold": true,
    "amendments": [
      {
        "description": "Award criteria section amended for completeness.",
        "id": "028620-2025"
      }
    ],
    "awardPeriod": {
      "endDate": "2026-01-20T23:59:59Z"
    },
    "coveredBy": [
      "GPA",
      "CPTPP"
    ],
    "description": "HMRC is seeking an implementation partner and CCaaS software vendor to support development of a  CCaaS solution to replace its current legacy services. This update marks the next step in the programme, the formal launch of the procurement.\nKey Information\nThe CCaaS Programme aims to procure a solution encompassing:\n1. The provision of product licenses and future acquisition/development of associated add-on products.\n2. Service design, implementation and configuration services.\n3. Run \u0026 support services, including proactive maintenance and testing.\n4. Ongoing optimisation of services with the potential for innovation and transformation",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "documentType": "biddingDocuments",
        "format": "application/pdf",
        "id": "A-1731",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1731"
      },
      {
        "documentType": "biddingDocuments",
        "format": "application/pdf",
        "id": "A-1732",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1732"
      },
      {
        "description": "Tender Instructions, Conditions of Participation, Procurement Specific Questionnaire and Evaluation Criteria",
        "documentType": "biddingDocuments",
        "format": "application/pdf",
        "id": "A-1775",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-1775"
      },
      {
        "accessDetails": "Access to all other documents shall be via HMRC\u0027s Ariba e-procurement solution. Access shall be limited to those suppliers registering as Systems Integrators intending to bid as a Primes to the contract.\nAccess shall not be granted to Software Vendors, sub-contracting partners or other parties. The Documents may be shared between the relevant solution ecosystem partners by the lead Systems Integrator.",
        "documentType": "biddingDocuments",
        "id": "future"
      },
      {
        "datePublished": "2025-05-29T18:48:29+01:00",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "028620-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/028620-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-06-19T12:00:00+01:00"
    },
    "expressionOfInterestDeadline": "2025-06-23T12:00:00+01:00",
    "id": "SR2254976364",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Interactive voice response software package",
            "id": "48512000",
            "scheme": "CPV"
          },
          {
            "description": "IT software package",
            "id": "48517000",
            "scheme": "CPV"
          },
          {
            "description": "IP telephone services",
            "id": "64215000",
            "scheme": "CPV"
          },
          {
            "description": "Integrated telecommunications services",
            "id": "64227000",
            "scheme": "CPV"
          },
          {
            "description": "IT services: consulting, software development, Internet and support",
            "id": "72000000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document \u0027HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0\u0027 for further information. This process will be utilising the Price per Quality Point methodology.",
              "name": "Stage 2: Requirements",
              "type": "quality"
            },
            {
              "description": "Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document \u0027HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0\u0027 for further information. This process will be utilising the Price per Quality Point methodology.",
              "name": "Stage 2: Qualitative Questions",
              "type": "quality"
            },
            {
              "description": "Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process.\nPlease see attached document \u0027HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0\u0027 for further information. This process will be utilising the Price per Quality Point methodology.",
              "name": "Stage 2: Social Value",
              "type": "quality"
            },
            {
              "description": "Product Validation weighted at 100% of the Stage 3 evaluation process, and 15% of the overall evaluation process, where Stage 2 weighting reduces to 85%.\nPlease see attached document \u0027HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0\u0027 for further information. This process will be utilising the Price per Quality Point methodology.",
              "name": "Stage 3: Product Validation",
              "type": "quality"
            }
          ],
          "weightingDescription": "Please see attached document \u0027HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0\u0027 for further information. This process will be utilising the Price per Quality Point methodology."
        },
        "contractPeriod": {
          "endDate": "2034-02-08T23:59:59Z",
          "maxExtentDate": "2036-02-08T23:59:59Z",
          "startDate": "2026-02-09T00:00:00Z"
        },
        "hasOptions": true,
        "hasRenewal": true,
        "id": "1",
        "options": {
          "description": "Additional CCaaS Licences and associated capabilities, and Professional Services"
        },
        "renewal": {
          "description": "The period of the agreement for the HMRC Contact Centre as a Service (CCaaS) is an initial term of 8 years (96 months), with extension options of 2 x 1 years (24 months); this provides a maximum duration of 10 years (120 months)."
        },
        "selectionCriteria": {
          "criteria": [
            {
              "description": "A maximum of 6 tenderers will be invited to the ISIT stage subject to passing the CoP ( Conditions of Participation) as part of the Procurement Specific Questionnaire ( PSQ).",
              "forReduction": true
            }
          ]
        },
        "status": "active",
        "value": {
          "amount": 500000000,
          "amountGross": 600000000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "Stage 1: Suppliers are asked to respond to the Conditions of Participation (CoP), which will constitute a request to participate in this procurement process. All CoP submissions will be evaluated ahead of being invited to join Stage 2. The evaluation criteria for the CoP is set out in the document titled \"HMRC Tender Instructions and evaluation criteria PA 2023\". HMRC intends to invite up to six (6) of the highest-scoring suppliers, following evaluation of their CoP responses, to submit initial tenders for this procurement.\nStage 2: Those suppliers (top 6) who have been shortlisted following the conclusion of Stage 1 will be invited to submit initial tenders (ISIT) in line with the requirements of the procurement documentation, which will be provided as part of the Invitation to Submit Initial Tender (ISIT) stage. HMRC intends to invite up to three (3) of the highest-scoring suppliers, following evaluation of their ISIT responses, to the product validation stage of the procurement.\nStage 3: The top three (3) shortlisted suppliers will be invited to product validations and will be evaluated based on a set of defined use case scenarios. This provides an opportunity for HMRC to further assess how the proposed solution will practically meet HMRC\u0027s requirements, and the flexibility of the products to adapt/integrate with existing systems.\nStage 4: Following the product validation stage, HMRC intends to shortlist a maximum of two (2) suppliers to participate on the next stage. The two (2) suppliers will be selected based on the combined score from the ISIT and the Product Validation, where the ISIT will represent 85% of the total score and the Product Validation 15%. It is then the intention of the Authority to conduct negotiations with all remaining bidders. The practicalities of these negotiations will be outlined within the procurement documentation for those organisations who are invited to submit an initial tender\nStage 5: Following the conclusion of negotiations, bidders will be asked to participate in the Invitation to Submit Final Tender (ISFT) stage. These will be evaluated in line with the award criteria to determine the winning bidder(s), subject to agreement on all contractual terms and government approvals.\nAward criteria\nAward criteria will be set out in the \u0027HMRC CCaaS - Tender Instructions and Evaluation Criteria\u0027 document and submissions will be assessed on both quality and price\nHMRC reserves the right to refine the award criteria, as the procurement progresses, in accordance with s.24 of the Procurement Act 2023"
    },
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive flexible procedure",
    "status": "active",
    "submissionMethodDetails": "Registering on Ariba:\nDue to our joint bid approach and restrictions within our e-procurement system (Ariba), specifically with regards the ability to process Consortium bids, we are stipulating that we must have ONE BIDDER submit the joint bid via Ariba on behalf of their respective consortium/partnership. This is to mitigate against technical restrictions within our e-procurement system only. Each unique bid which is submitted must be through a UNIQUE Ariba account. For example, if a bidder wishes to submit a variant bid, they would be required to create up to 3 unique Ariba accounts for their respective variants - a single account to manage more than 1 bid IS NOT permitted.\nSTEP 1\nTo register for an HMRC Ariba account please follow the link below in full. Please note that to access HMRC\u0027s version of Ariba for the first time you must enter via the below link regardless of whether you have an existing account for the wider Ariba procurement network.\nhttp://hmrc.sourcing-eu.ariba.com/ad/selfRegistration\nPlease Note: For those Suppliers who are already registered on HMRC\u0027s Ariba e-Sourcing portal, please skip STEP 1 and go straight to STEP 4.\nSTEP 2\nIf your organisation does not have an existing account on the wider Ariba supplier network, fill out all mandatory fields on the form including \u0027Company Information\u0027 and \u0027User Account Information\u0027 and select \u0027Register\u0027 (marked in red). If your organisation already has an existing account on the wider Ariba supplier network. Select \u0027Login\u0027 (marked in blue) to enter your credentials and submit your organisation for HMRC approval.\nSTEP 3\nThis step assumes that a supplier is new to the wider Ariba supplier network and is setting up an account for the first time. If you have followed the process for an organisation with an account on the wider Ariba supplier network, please skip to Step 4. After submitting your details on the landing page, you will be redirected to a second page asking you to confirm your email address. The system will send an auto-generated email to the email address you registered the account with. To move to the next step of the process please follow the \u0027Click here to activate your Ariba account\u0027 link in the email.\nSTEP 4\nFollowing the email link in STEP 3 redirects you to HMRC\u0027s instance of Ariba where you will be asked to provide further profile information as part of our Supplier Profile Questionnaire. You must complete and submit this information in order to participate in HMRC procurement \u0027events\u0027. Following the verification link will also submit your profile to HMRC\u0027s Ariba Systems team for approval. Your account will only be fully activated once approval from the Ariba Systems Team has been received.\nSTEP 5\nCompleting and submitting your company profile will send your account for approval to the HMRC Ariba Systems Team. Once your account has been verified and approved by this team you will receive an email as below. In the event of your account not being approved a member of the team will contact you stating why this is the case. The most common reason usually being that your organisation has an existing account on HMRC\u0027s instance of Ariba.\nSTEP 6\nThe registration process is now complete. Following the link to\u202fhttp://proposals.seller.ariba.com\u202fwill allow you to log into your account as below. Entering your login details on this page will take you directly through to your Ariba Commerce Cloud dashboard. It is on this page that events which you have been granted access to will appear.\nSTEP 7\nIn order to gain access to an e-Sourcing \u0027event\u0027 that you have seen advertised in Find a Tender Service or on Contracts Finder you must have successfully registered for an account on HMRC\u0027s instance of the Ariba eProcurement suite. If you have an account on the wider Ariba supplier network this will not be sufficient to access HMRC procurement \u0027events\u0027 and you will need to follow the process detailed earlier in this pack - \u0027How to Register\u0027. When you have successfully registered and been approved on HMRC\u0027s instance of Ariba you will be sent an automatically generated system ID via an email like the below. This number will begin \u0027AN...\u0027 and is required in order for HMRC Commercial Officers to be able to add you to e-Sourcing procurement events.\nSTEP 8\nDetails of the Commercial Officer running the procurement exercise can be found in the \u0027About the Buyer\u0027 section of Find a Tender Service and Contracts Finder. This area provides the Officer\u0027s name and contact details. Should you wish to access the event please email the buyer in question at the email address stated on the notice detailing the following information quoting the title of the \u0027event\u0027 that you would like to access:\n\u2022 Your ANID\n\u2022 Your name\n\u2022 Your organisation\u0027s name\n\u2022 Your contact details\n\u2022 The Commercial Officer will then be able to grant you access to the \u0027event\u0027 including full tender documentation and supporting documents.",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "title": "HMRC Contact Centre as a Service (CCaaS) Procurement",
    "value": {
      "amount": 500000000,
      "amountGross": 600000000,
      "currency": "GBP"
    }
  }
}