Published date: 11 April 2023

Last edited date: 15 May 2023

This notice was replaced on 3 October 2023

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

Awarded contract (published 3 October 2023, last edited 8 December 2023)

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

  • 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

SR980381936

Published date

11 April 2023

Closing date

8 June 2023

Closing time

1pm

Contract start date

22 January 2024

Contract end date

21 January 2031

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 is 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 is 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 are 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.

This procurement will be conducted by way of an eSourcing event using HMRC's SAP Ariba eSourcing Portal. Please ensure you are registered with the eSourcing Portal to gain access to the procurement documentation when it is released which will contain full details of the requirement. If you are not already registered, the registration link is: http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full

Once you have obtained 'your organization's account ID' number, please email bhavina.patel1@hmrc.gov.uk and copy in e.procurement@hmrc.gov.uk with your:
Contract title and Reference
Your organisation's HMRC SAP Ariba account ID
Your organisation name
Your name

More information

Previous notice about this procurement

Input and Output Communication Services

  • Early engagement
  • Published 15 November 2021

Attachments

About the buyer

Contact name

Bhavina Patel

Address

Trinity Bridge House
2 Dearmans Place
Salford
M3 5BS
England

Email

bhavina.patel1@hmrc.gov.uk