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Tender Details
- Country: United Kingdom
- Summary: Early Engagement - Hmrc Contact Centre as a Service
- GBT Ref No: 104623455
- Deadline: 31 Aug 2024
- Competition: ICB
- Financier: Self Financed
- Purchaser Ownership: Public
- Tender Value: Refer Document
- Notice Type: Tender
- Document Ref. No.: SR2014664616
- Purchaser's Detail :
- Description :
- Early engagement supporting HMRCs development of a single Omni Channel, Contact Centre as a Service (CCaaS) solution to replace current legacy services.
This requirement shall include:
1) The provision of product licences, future acquisition and development of products and associated add-on products;
2) The provision of service design, implementation and configuration services;
3) The provision of a Run & Support service (inclusive of pro-active maintenance and testing)
4) The provision of ongoing Run & Optimise service (inclusive of an option to provide incentivised Innovation/Service Optimisation)
The current intention of the department is to seek future bids from Implementation/Support Partners, in collaboration with Software vendors. This engagement will support a greater understanding of capable suppliers, test assumptions and share early draft specifications for discussion.
Initial Early Engagement shall only be open to suppliers and software vendors by invitation. Software vendors will be invited based on the ability to offer a solution that can deliver effectively across all CCaaS capabilities with demonstrable evidence and customer examples of the complexity and scale of HMRC. Implementation Partners selected based on their specialist capability and ability to deliver Implementation through to Live and Optimise.
HMRC reserves the right to expand eligibility as the engagement progresses and a further notice shall be published ... - Documents :
Purchaser : H M REVENUE & CUSTOMS
100 Parliament Street London SW1A 2BQ United Kingdom
Contact Person : Joe Miller
Email :it-customer-engagement@hmrc.gov.uk
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