Published date: 3 October 2023

Last edited date: 8 December 2023

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 9 June 2023, 1pm

Contract summary

Industry

  • Printed matter and related products - 22000000

  • Short Message Service (SMS) services - 64212100

  • Multimedia Message Service (MMS) services - 64212300

    • Printing services - 79810000

    • Scanning services - 79999100

Location of contract

United Kingdom

Value of contract

£140,000,000

Procurement reference

CW89508

Published date

3 October 2023

Closing date

9 June 2023

Closing time

1pm

Contract start date

2 October 2023

Contract end date

1 October 2030

Contract type

Service contract

Procedure type

Open procedure (above threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

HMRC was looking to appoint a supplier(s) to deliver, under a single contract, a trusted service for continuity of current communication services as well as to support our vision for innovative solutions to assist with our digital transformation.
Through this opportunity, HMRC was looking for a supplier(s) who have capabilities to enable the effective and efficient management, and deliver of both inbound and outbound communications, designed to support HMRC and its customers with the collection of tax and administering of benefits and support of customs operations.

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. 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

HMRC was looking to incorporate its current Input and Output communications contracts into a single contract in order to improve efficiency and realise substantial savings.
The initial service lines to be delivered under the contract shall include:
- The provision of current inbound and outbound communication services - this includes provision of printed post, SMS, outbound Email, and scanned mail .
- 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.

This contract will be enabled for Government Banking to use.

The maximum contract value will be £140million over the contract period of five (5) years plus a possible two (2) years extension.

More information

Previous notice about this procurement

Input and Output Communications

  • Opportunity
  • Published 11 April 2023, last edited 15 May 2023

Attachments

Award information

Awarded date

6 September 2023

Contract start date

2 October 2023

Contract end date

1 October 2030

Total value of contract

£140,000,000

This contract was awarded to 1 supplier.

RESTORE DIGITAL LIMITED

Address

E D M House,Village Way
BILSTON
West Midlands
WV14 0UJ
GB

Reference

Companies House number: 04624743

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Bhavina Patel

Address

Trinity Bridge House
2 Dearmans Place
Salford
M3 5BS
England

Email

bhavina.patel1@hmrc.gov.uk