HMRC Customer Relationship Management
HM Revenue & Customs
- Value
- £2,000,000,000 to £2,400,000,000
- Currency
- GBP
- Region
- London
- Category
- IT & Digital
- Procedure / notice type
- award,contract
- Published
- 8 Sept 2026
- Closing date
- Not stated
- Contract ends
- 28 Sept 2036
- Current supplier
- SALESFORCE UK LIMITED
Overview
Software Platform and Associated Professional Services. Part of the HMRC Enterprise Customer Relationship Management Programme, HMRC have awarded this contract to provide a Software as a Service Customer Relationship Management Platform (SaaS CRM). The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include: • Marketing & Campaign Management • Customer Management • Case Management • Interaction, Channel and Messaging Management • AI • Insights • Reporting & Intelligence • Customer Experience (Customer Portal and App) Additional capabilities can be provided by on first- or third-party basis, and include: • Identity, Verification & Authentication • Secure Digital Exchange Communications (SDEC) • Fraud • Data & Integration Management • Operational Management • Knowledge Management • Non-Compliance Management The Supplier is also expected to provide an element of professional services to support implementation that the Authority can call down on.
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