HMRC Customer Relationship Management

The procurement contact named on the official notice.

Supplier's who wish to participate must follow the steps below in order to access the CRM event in the Authority's instance of SAP Ariba, where supplier's will be able to view the tender documentation and respond to the Authority. Those suppliers who have already provided their details to express an interest in this opportunity through the Planned Procurement Notice do not need to re-register their interest. Those who have participated in the market engagement activity but not explicitly re-registered their interest do need to re-provide their Ariba details. Registering on Ariba: STEP 1 To register for an Ariba account please follow the link below in full. Please note that to access the Authority's instance of Ariba for the first time you must enter via the below link regardless of whether you have an existing account for the wider Ariba procurement network. http://hmrc.sourcing-eu.ariba.com/ad/selfRegistration Please Note: For those Suppliers who are already registered, please skip STEP 1 and go straight to STEP 4. STEP 2 If your organisation does not have an existing account on the wider Ariba supplier network, fill out all mandatory fields on the form including 'Company Information' and 'User Account Information' and select 'Register' (marked in red). If your organisation already has an existing account on the wider Ariba supplier network. Select 'Login' (marked in blue) to enter your credentials and submit your organisation for Authority approval. STEP 3 This step assumes that a supplier is new to the wider Ariba supplier network and is setting up an account for the first time. If you have followed the process for an organisation with an account on the wider Ariba supplier network, please skip to Step 4. After submitting your details on the landing page, you will be redirected to a second page asking you to confirm your email address. The system will send an auto-generated email to the email address you registered the account with. To move to the next step of the process please follow the 'Click here to activate your Ariba account' link in the email. STEP 4 Following the email link in STEP 3 redirects you to the Authority's instance of Ariba where you will be asked to provide further profile information as part of our Supplier Profile Questionnaire. You must complete and submit this information in order to participate in procurement 'events'. Following the verification link will also submit your profile for approval. Your account will only be fully activated once approval from the Ariba Systems Team has been received. STEP 5 Completing and submitting your company profile will send your account for approval. Once your account has been verified and approved by this team you will receive an email as below. In the event of your account not being approved a member of the team will contact you stating why this is the case. The most common reason usually being that your organisation has an existing account on the Authority's instance of Ariba. STEP 6 The registration process is now complete. Following the link to http://proposals.seller.ariba.com will allow you to log into your account as below. Entering your login details on this page will take you directly through to your Ariba Commerce Cloud dashboard. It is on this page that events which you have been granted access to will appear. STEP 7 In order to gain access to an e-Sourcing 'event' that you have seen advertised in Find a Tender Service or on Contracts Finder you must have successfully registered for an account. If you have an account on the wider Ariba supplier network this will not be sufficient to access the Authority's procurement 'events' and you will need to follow the process detailed earlier in this pack - 'How to Register'. When you have successfully registered and been approved on the Authority's instance of Ariba you will be sent an automatically generated system ID via an email like the below. This number will begin 'AN...' and is required in order for the Authority's Commercial Officers to be able to add you to e-Sourcing procurement events. STEP 8 Details of the Commercial Officer running the procurement exercise can be found in the 'About the Buyer' section of Find a Tender Service and Contracts Finder. This area provides the Officer's name and contact details. Should you wish to access the event please email the buyer in question at the email address stated on the notice detailing the following information quoting the title of the 'event' that you would like to access: • Your ANID • Your name • Your organisation's name • Your contact details The Commercial Officer will then be able to grant you access to the 'event' including full tender documentation and supporting documents.

The submission route named on the official notice.

IMPORTANT INFORMATION (DISCLAIMER): THIS IS A RE-PUBLICATION OF TENDER NOTICE: Procurement identifier (OCID): ocds-h6vhtk-050568 "HMRC Customer Relationship Management" FOR THE PURPOSES OF THE PROCUREMENT ACT 2023 S.31 "Modifying a section 19 procurement".

HMRC IS NOT ACCEPTING NEW PARTICIPANTS.

As part of the HMRC Enterprise Customer Relationship Management Programme, HMRC are seeking a supplier to provide Software as a Service Customer Relationship Management.

There will be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities.

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 Suppliers are also expected to provide an element of professional services to support implementation that the Authority can call down on.