Published date: 19 March 2019

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


Closing: 15 February 2019

Contract summary

Industry

  • Feasibility study, advisory service, analysis - 71241000

Location of contract

North East

Value of contract

£462,670

Procurement reference

SR200629421

Published date

19 March 2019

Closing date

15 February 2019

Contract start date

18 March 2019

Contract end date

7 June 2019

Contract type

Service contract

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

Call off from CCS framework RM6008 (Management Consultancy Framework Two) for a strategic review of HMRC's Customer Contact Services.
HMRC is seeking support from a professional services company with proven expertise in the field of customer contact strategy, customer contact platforms and customer engagement. The professional services company will work alongside a team from HMRC (primarily comprising representatives from the Customer Services and Chief Digital and Information Officer's groups) to conduct an 'innovation' exercise to inform HMRC's contact strategy for 2019 and beyond. The output of this work will be a clear strategy and roadmap on how we achieve digital first engagement, reduce cost to serve and provide a first contact resolution to our customer base.
The roadmap must cover all lenses; including, but not limited to: resource modelling, business process re-engineering, channel optimisation, the technology and capability required to support delivery and continual optimisation.
In addition, the roadmap will prioritise those elements that can be achieved with current capability, detailing clear and realistic timeframes anticipated to get to 'end state' across all disciplines.

More information

Attachments

Award information

Awarded date

5 March 2019

Contract start date

18 March 2019

Contract end date

7 June 2019

Total value of contract

£462,670

This contract was awarded to 1 supplier.

Accenture (UK) Ltd

Address

30 Fenchurch Street
London
EC3M 3BD

Reference

Companies House number: 04757301

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Jack Biddell

Address

HMRC Commercial Directorate
Ralli Quays, 3 Stanley Street
Salford
M60 9LA
England

Telephone

03000543029

Email

jack.biddell@hmrc.gsi.gov.uk