Published date: 17 December 2019

Last edited date: 29 January 2020

This notice was replaced on 27 November 2020

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 27 November 2020, last edited 8 April 2024)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • Telephone network equipment - 32429000

Location of contract

Any region

Value of contract

£91,000,000

Procurement reference

SR262311167 Contract Notice

Published date

17 December 2019

Closing date

3 February 2020

Contract start date

24 April 2020

Contract end date

23 April 2024

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?

Yes

Contract is suitable for VCSEs?

No

Description

HMRC's telephony platform contract expires 23/01/2021. The department wishes to modernise contact handling as part of our wider strategy to transform customer management. A 'best in breed' approach has been adopted, aiming to procure telephony technologies that can work together and with other Contact Engagement components, to deliver excellent, digital first, customer service.
The current budget for the initial four-year contract term for all three lot requirements is £57m. The estimates provided at lot-specific level are the indicative budgets to achieve the overall budget for the initial term. The Authority will consider proposals which include pricing above the lot-specific budgetary figures provided, but reserve the right to exclude such proposals which are above the lot-specific indicative budgetary figures, should its overall budget of £57m be exceeded. The overall £91m value includes for the optional extension of the contract for a total of a further two years.
Maximum number of lots that may be awarded to one tenderer: 3
The contracting authority reserves the right to award contracts combining the following lots or groups of lots: There are three lots in total:
1. Core Telephony, Carrier Services and Systems Integration
2. Voice Automation
3. Recording & Analytics
The Authority reserves the right to award contract/s combining any or all of the lots, with The Authority carrying out an open and transparent evaluation process in line with the Public Contract Regulations 2015. Further information about the procurement can be found in the link to the OJEU Contract Notice, provided below, including information about how to register to participate in this opportunity. Further information about the registration process is also provided in the attached SAP Ariba Supplier Registration Guide.

More information

Attachments

Links

About the buyer

Contact name

Liam Osborn

Address

Ralli Quays
3 Stanley Street
SALFORD
M60 9LA
England

Telephone

07815438700

Email

liam.osborn@hmrc.gov.uk

Website

www.gov.uk