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, covering both transactional and campaign-based communications. 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 to understand current market capabilities and emerging developments that could support future requirements in customer communications, engagement, automation and channel management.

Objectives of Market Engagement

HMRC intends to use this market engagement to:

• Validate whether Communications Platform as a Service (CPaaS) remains the most appropriate market model.
• Understand available delivery models and platform architectures.
• Assess supplier capability, experience and market maturity.
• Understand future technology roadmaps and innovation opportunities.
• Explore approaches to AI, automation and communications optimisation.
• Understand integration options and interoperability with enterprise systems.
• Explore customer preference management and customer profile capabilities.
• Understand security, accessibility and compliance approaches.
• Understand pricing and commercial models.
• Better understand transition, onboarding and exit approaches for services of HMRC's scale.

Indicative Scope

HMRC is interested in receiving information regarding services and capabilities including:

1. Communications Channels

• Email
• SMS
• RCS Basic
• Rich Communication Services (RCS)
• Emerging and future customer communication channels
• Multi-channel communication orchestration and journey management

2. Customer Communications Platform

• Campaign management
• Template and content management
• Communications deployment and scheduling
• Traffic management and throughput controls
• Reporting and analytics
• Customer profile management
• Preference management
• Customer-facing preference portals

3. Platform Integration

• APIs
• Event-driven integrations
• Webhooks
• Batch and file transfer interfaces
• Enterprise integration patterns

4. Security and Compliance

• Data residency and sovereignty
• Identity and access management
• Fraud prevention
• Auditability and assurance
• Accessibility compliance
• Data retention and deletion controls

5. Service Delivery

• Service management
• Performance management
• Testing environments
• Service transition
• Exit management
• Training and adoption support

6. Commercial Models

• Licensing models
• Service charging mechanisms
• Transactional charging models
• Pricing review mechanisms and value for money approaches

All requirements remain subject to change following market engagement findings.

Market Engagement Questions

HMRC may invite suppliers to provide information covering topics including:

1. Service and Market Capability

• Market positioning, scale and experience.
• Comparable public and private sector customers.
• Native and third-party channel support.
• Unified platform capabilities.
• Future channel roadmap.

2. Innovation and AI

• Innovation approaches.
• Continuous improvement models.
• AI capabilities.
• AI governance and assurance controls.

3. Customer Communications Management

• Template management.
• Personalisation.
• Journey orchestration.
• Rich content support.
• Engagement tracking and analytics.

4. Deployment and Throughput

• Traffic prioritisation.
• Throughput management.
• Burst capacity handling.
• Communication scheduling and suppression controls.

5. Data and Reporting

• Customer profile management.
• Contact history management.
• Reporting and analytics capabilities.
• Data lifecycle management.

6. Preference Management

• Subscription management.
• Customer preference portal capabilities.
• Authentication and customer identity controls.

7. Security and Accessibility

• Security certifications.
• Data protection controls.
• Fraud detection and prevention.
• Accessibility standards and testing approaches.

8. Transition and Commercial Models

• Migration methodologies.
• Service transition timescales.
• Exit planning.
• Pricing and charging models.
• Licensing approaches.

These topics are intended to inform HMRC's understanding of current market capability and future options and should not be interpreted as final requirements.

Participation

HMRC may engage suppliers through one or more of the following methods:

• Written responses.
• Supplier questionnaires.

HMRC will conduct engagement activities in a transparent and equitable manner and will ensure that no supplier receives an unfair advantage from participation.

Important Information

• This notice is issued solely for market engagement purposes.
• No procurement procedure has commenced.
• No contract will be awarded as a result of this market engagement.
• Participation is voluntary.
• Suppliers that do not participate will not be excluded from any future procurement.
• Any future procurement will be advertised separately through the appropriate procurement channels.