Communications Platform as a Service (CPaaS) and Customer Communications Solution
HMRC is undertaking preliminary market engagement to better understand the current market capability, service models, technologies, commercial approaches and future innovation available for the provision of a multi channel customer communications platform.
The engagement is intended to inform HMRC's future commercial strategy and potential procurement approach.
It does not constitute a call for competition, procurement exercise, pre-qualification process or commitment to procure any goods or services.
Participation in this engagement will not provide any advantage or disadvantage in any future procurement process.
Background HMRC currently uses email and mobile messaging channels, including SMS, RCS Basic and RCS, to communicate with customers through a Communications Platform as a Service solution.
The service supports over 550 million inbound and outbound communications annually, cove…
What the supplier must deliver
Participation in this engagement will not provide
Participation in this engagement will not provide any advantage or disadvantage in any future procurement process.
The service includes customer preference management, profile
The service includes customer preference management, profile management and contact history capabilities, together with integrations across HMRC's broader technology estate.
HMRC wishes to engage with suppliers
HMRC wishes to engage with suppliers to understand current market capabilities and emerging developments that could support future requirements in customer communications, engagement, automation and channel management.
Understand integration options and interoperability with enterprise
Understand integration options and interoperability with enterprise systems.
Event-driven integrations
Event-driven integrations.
Derived from the notice text — always confirm against the original documents.
- OCID
- ocds-h6vhtk-06c7bc
- Stage
- planning · Planning
- Source
- Find a Tender
- Buyer ref
- 064806-2026
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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