HMRC Customer Relationship Management

HMRC is procuring a Software as a Service Customer Relationship Management solution as part of its Enterprise CRM Programme, with an estimated value of £2 billion. The scope includes core capabilities such as marketing and campaign management, customer management, case management, interaction and messaging management, AI, insights, reporting, and customer experience features, which must be provided on a first-party basis, plus additional capabilities that can be delivered via first- or third-party arrangements including identity verification, fraud management, and data integration. The tender is currently under evaluation and is a re-publication under the Procurement Act 2023; HMRC is not accepting new participants.