Official UK procurement notice
HMRC Contact Centre as a Service (CCaaS)
Authority: HM Revenue & Customs (Central government)
What is being bought
Published requirement descriptionProvision of an implementation partner and CCaaS software vendor to support development of a CCaaS solution to replace its current legacy services.
The CCaaS Programme aims to procure a solution encompassing:
- The provision of product licenses and future acquisition/development of associated add-on products.
- Service design, implementation and configuration services.
- Run & support services, including proactive maintenance and testing.
- Ongoing optimisation of services with the potential for innovation and transformation
The procurement process conducted was as follows:
Phase 1 - Conditions of Participation - Participants = 13
Suppliers who registered interest in participating in the CCaaS procurement were issued a Conditions of Participation Questionnaire. This included compliance questions, Financial Viability Risk Assessments and several qualitative questions.
13 responses were submitted.
Evaluation was conducted against this questionnaire with the top scoring 6 responders being invited to submit initial tenders.
Phase 2 - Invitation to Submit Initial Tender - Participants = 5
The top scoring 6 bidders were invited submit initial tenders inclusive of qualitative questions, functional and non-functional requirements, and initial pricing model. 5 initial tenders were submitted by the closing date. An initial Price Per Quality Point (PQP) score was calculated, with the top 3 bidders being taken through to the following Product Validation exercise.
Phase 3 - Product Validation Stage - Participants = 3
The 3 highest scoring bidders were invited to participate in a Product Validation Stage. This exercise required participants to configure and demonstrate their proposed solutions against a series of business outcomes, with detailed requirements to be demonstrated in each outcome. The top placed 2 bidders were advanced to Negotiation.
Phase 4 - Negotiation - Participants = 2
The down-selected 2 bidders were invited to take part in a series of negotiation workshops aligned to the negotiable contract terms. Suppliers were required to ensure that they provided solutions which met the Authority's required outcomes within the Model Services Contract. Both bidders successfully completed this phase.
Phase 5 - Invitation to Submit Final Tenders (ISFT) - Participants = 2
Following negotiation, the two final bidders were invited to submit final tenders and pricing models. These were evaluated and awarded a final PQP score. The top placed scoring bidder has been selected as the Preferred Bidder.
NOTICE - This is a duplicate notice to allow the uploading of redacted contract documents. Only one contract has been awarded following the outcome of this procurement.
- How the procedure runs: Stage 1: Suppliers are asked to respond to the Conditions of Participation (CoP), which will constitute a request to participate in this procurement process. All CoP submissions will be evaluated ahead of being invited to join Stage 2. The evaluation criteria for the CoP is set out in the document titled "HMRC Tender Instructions and evaluation criteria PA 2023". HMRC intends to invite up to six (6) of the highest-scoring suppliers, following evaluation of their CoP responses, to submit initial tenders for this procurement. Stage 2: Those suppliers (top 6) who have been shortlisted following the conclusion of Stage 1 will be invited to submit initial tenders (ISIT) in line with the requirements of the procurement documentation, which will be provided as part of the Invitation to Submit Initial Tender (ISIT) stage. HMRC intends to invite up to three (3) of the highest-scoring suppliers, following evaluation of their ISIT responses, to the product validation stage of the procurement. Stage 3: The top three (3) shortlisted suppliers will be invited to product validations and will be evaluated based on a set of defined use case scenarios. This provides an opportunity for HMRC to further assess how the proposed solution will practically meet HMRC's requirements, and the flexibility of the products to adapt/integrate with existing systems. Stage 4: Following the product validation stage, HMRC intends to shortlist a maximum of two (2) suppliers to participate on the next stage. The two (2) suppliers will be selected based on the combined score from the ISIT and the Product Validation, where the ISIT will represent 85% of the total score and the Product Validation 15%. It is then the intention of the Authority to conduct negotiations with all remaining bidders. The practicalities of these negotiations will be outlined within the procurement documentation for those organisations who are invited to submit an initial tender Stage 5: Following the conclusion of negotiations, bidders will be asked to participate in the Invitation to Submit Final Tender (ISFT) stage. These will be evaluated in line with the award criteria to determine the winning bidder(s), subject to agreement on all contractual terms and government approvals. Award criteria Award criteria will be set out in the 'HMRC CCaaS - Tender Instructions and Evaluation Criteria' document and submissions will be assessed on both quality and price HMRC reserves the right to refine the award criteria, as the procurement progresses, in accordance with s.24 of the Procurement Act 2023
CPV: IP telephone services · IT services: consulting, software development, Internet and support · IT software package · Integrated telecommunications services · Interactive voice response software package
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£500,000,000
- Condition of participationshortlisting
A maximum of 6 tenderers will be invited to the ISIT stage subject to passing the CoP ( Conditions of Participation) as part of the Procurement Specific Questionnaire ( PSQ).
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
- Stage 2: Requirements: Ability to meet functional requirements. This is weighted at 25% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology.
- Stage 2: Qualitative Questions: Qualitative questions weighted at 65% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology.
- Stage 2: Social Value: Social Value question weighted at 10% of the Stage 2 (Invitation to Submit Initial Tender) evaluation process. Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology.
- Stage 3: Product Validation: Product Validation weighted at 100% of the Stage 3 evaluation process, and 15% of the overall evaluation process, where Stage 2 weighting reduces to 85%. Please see attached document 'HMRC Tender Instructions and Evaluation Criteria PA2023 v2.0' for further information. This process will be utilising the Price per Quality Point methodology.
- Condition of participationshortlisting
A maximum of 6 tenderers will be invited to the ISIT stage subject to passing the CoP ( Conditions of Participation) as part of the Procurement Specific Questionnaire ( PSQ).
Procedure terms & legal framework
From the official record- Procedure method
- Competitive flexible procedure
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA, CPTPP)
- Recurring procurement
- Unspecified in notice
- First published
- 28 Apr 2025, 13:50 BST
- Last source update
- 24 Aug 2026, 15:48 BST
- Award evaluation window
- Submission end – 20 Jan 2026
- Authority reference
SR2254976364- FTS notice number
2025/S 000-028613- Latest notice
- Contract details notice (UK7)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-05085dFind a Tender
- How it runs
Stage 1: Suppliers are asked to respond to the Conditions of Participation (CoP), which will constitute a request to participate in this procurement process. All CoP submissions will be evaluated ahead of being invited to join Stage 2. The evaluation criteria for the CoP is set out in the document titled "HMRC Tender Instructions and evaluation criteria PA 2023". HMRC intends to invite up to six (6) of the highest-scoring suppliers, following evaluation of their CoP responses, to submit initial tenders for this procurement.
Stage 2: Those suppliers (top 6) who have been shortlisted following the conclusion of Stage 1 will be invited to submit initial tenders (ISIT) in line with the requirements of the procurement documentation, which will be provided as part of the Invitation to Submit Initial Tender (ISIT) stage. HMRC intends to invite up to three (3) of the highest-scoring suppliers, following evaluation of their ISIT responses, to the product validation stage of the procurement.
Stage 3: The top three (3) shortlisted suppliers will be invited to product validations and will be evaluated based on a set of defined use case scenarios. This provides an opportunity for HMRC to further assess how the proposed solution will practically meet HMRC's requirements, and the flexibility of the products to adapt/integrate with existing systems.
Stage 4: Following the product validation stage, HMRC intends to shortlist a maximum of two (2) suppliers to participate on the next stage. The two (2) suppliers will be selected based on the combined score from the ISIT and the Product Validation, where the ISIT will represent 85% of the total score and the Product Validation 15%. It is then the intention of the Authority to conduct negotiations with all remaining bidders. The practicalities of these negotiations will be outlined within the procurement documentation for those organisations who are invited to submit an initial tender
Stage 5: Following the conclusion of negotiations, bidders will be asked to participate in the Invitation to Submit Final Tender (ISFT) stage. These will be evaluated in line with the award criteria to determine the winning bidder(s), subject to agreement on all contractual terms and government approvals.
Award criteria
Award criteria will be set out in the 'HMRC CCaaS - Tender Instructions and Evaluation Criteria' document and submissions will be assessed on both quality and price
HMRC reserves the right to refine the award criteria, as the procurement progresses, in accordance with s.24 of the Procurement Act 2023
How it was run
Official notice- Requests to participate (first stage)
- 23 Jun 2025, 12:00 BST
- Submission deadline
- 23 Jun 2025, 12:00 BST
- Clarification deadline
- 19 Jun 2025, 12:00 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
Registering on Ariba:
Due to our joint bid approach and restrictions within our e-procurement system (Ariba), specifically with regards the ability to process Consortium bids, we are stipulating that we must have ONE BIDDER submit the joint bid via Ariba on behalf of their respective consortium/partnership. This is to mitigate against technical restrictions within our e-procurement system only. Each unique bid which is submitted must be through a UNIQUE Ariba account. For example, if a bidder wishes to submit a variant bid, they would be required to create up to 3 unique Ariba accounts for their respective variants - a single account to manage more than 1 bid IS NOT permitted.
STEP 1
To register for an HMRC Ariba account please follow the link below in full. Please note that to access HMRC's version 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.
hmrc.sourcing-eu.ariba.com/ad/selfRegistration ↗
Please Note: For those Suppliers who are already registered on HMRC's Ariba e-Sourcing portal, 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 HMRC 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 HMRC'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 HMRC procurement 'events'. Following the verification link will also submit your profile to HMRC's Ariba Systems team 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 to the HMRC Ariba Systems Team. 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 HMRC's instance of Ariba.
STEP 6
The registration process is now complete. Following the link to 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 on HMRC's instance of the Ariba eProcurement suite. If you have an account on the wider Ariba supplier network this will not be sufficient to access HMRC 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 HMRC'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 HMRC 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.
Timeline
28 Apr 2025 → 24 Aug 2026 · 9 dates- Planning notice published28 Apr 2025, 13:50 BST
- Next notice expected27 May 2025, 23:59 BST
- Tender notice published29 May 2025, 17:37 BST
- Clarification questions by19 Jun 2025, 12:00 BST
- Submission deadline23 Jun 2025, 12:00 BST
- Award decision expected by275 days ago20 Jan 2026, 23:59 GMT
- Contract starts256 days ago9 Feb 2026
- Assessment summaries sent179 days ago27 Apr 2026, 00:00 BST
- Latest notice published60 days ago24 Aug 2026, 15:48 BST
Notice history
12 events · 7 releases on Find a Tender · since 28 Apr 2025- Preliminary market engagement notice published28 Apr 2025, 13:50 BSTUK2
- Planned procurement notice published21 May 2025, 17:41 BSTUK3
- Status changed to planned21 May 2025, 17:41 BST
- Procurement method changed21 May 2025, 17:41 BST
- Tender notice published29 May 2025, 17:37 BSTUK4
- Status changed to active29 May 2025, 17:37 BST
- Tender notice published29 May 2025, 18:48 BSTUK4
- Contract award notice published27 Apr 2026, 12:00 BSTUK6
- Status changed to complete27 Apr 2026, 12:00 BST
- Contract signature expected15 May 2026, 23:59 BSTscheduled
- Contract details notice published2 Jun 2026, 12:02 BSTUK7
- Contract details notice published24 Aug 2026, 15:48 BSTUK7
Published amendments (1)
Award criteria section amended for completeness.
Routine re-releases (7)
- 2025-05: 3 releases · 21 May 2025, 29 May 2025
- 2025-04: 1 release · 28 Apr 2025
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| CapgeminiHMRC Contact Centre as a Service15 May 2026 – 14 May 2034 · up to 14 May 2036Extensions: Two extension periods of one year (12 months) each are available under this contract, totalling a maximum two-year (24 months) extension period. · Options: Additional CCaaS Licences and associated capabilities, Professional Services and associated software-related purchases. | £500,000,000 | 27 Apr 2026 | Awarded |
| Capgemini | £500,000,000 †same award published again · counted once | — | Awarded |
Contracts
HMRC Contact Centre as a Service · Capgemini
- Signed
- 26 May 2026
- Value
- £500,000,000
- Period
- 26 May 2026 – 25 May 2034 · up to 25 May 2036 with extensions
- Status
- active
- Extensions
- Two extension periods of one year (12 months) each are available under this contract, totalling a maximum two-year (24 months) extension period.
- Options
- The right to additional purchases while the contract is valid. Additional CCaaS Licences and associated capabilities, Professional Services and associated software-related purchases.
3 agreed KPIs: CCaaS Platform Availability · Incident Resolution - Priority 1 · Incident Resolution - Priority 2
- CCaaS Platform Availability
- Incident Resolution - Priority 1
- Incident Resolution - Priority 2
HMRC Contact Centre as a Service · Capgemini
- Signed
- 26 May 2026
- Value
- £500,000,000
- Period
- 26 May 2026 – 25 May 2034 · up to 25 May 2036 with extensions
- Status
- active
- Extensions
- Two extension periods of one year (12 months) each are available under this contract, totalling a maximum two-year (24 months) extension period.
- Options
- The right to additional purchases while the contract is valid. The right to additional purchases while the contract is valid. Additional CCaaS Licences and associated capabilities, Professional Services and associated software-related purchases.
3 agreed KPIs: CCaaS Platform Availability · Incident Resolution - Priority 1 · Incident Resolution - Priority 2
- CCaaS Platform Availability
- Incident Resolution - Priority 1
- Incident Resolution - Priority 2
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 2final-stage tenders · 13 at stage one | 0 | 0 | — |
Who bid
- wonCAPGEMINI UK PLC · Greater London
- did not winCGI IT UK LIMITED · Greater London
Bidders as named on the Procurement Act 2023 award notice. “Won” means the bidder holds an award on this notice.
Contracting authority & participating public bodies
Bidders & participating suppliers
2 commercial parties on the notice · 1 awarded- CAPGEMINI UK PLCAwarded supplier
- CGI IT UK LIMITEDBidder / tenderer
Official documents & specifications (15)
Official links; attachments are not copiedTender pack and attachments
- Bidding documents and specificationsAccess: Access to all other documents shall be via HMRC's Ariba e-procurement solution. Access shall be limited to those suppliers registering as Systems Integrators intending to bid as a Primes to the contract. Access shall not be granted to Software Vendors, sub-contracting partners or other parties. The Documents may be shared between the relevant solution ecosystem partners by the lead Systems Integrator.
- Bidding documents and specifications ARIBA supplier guidance
- Bidding documents and specifications
- Bidding documents and specifications Ethical walls agreement
- Signed contract
- Bidding documents and specifications
- Bidding documents and specifications ARIBA Supplier registration guidance
- Bidding documents and specifications Tender Instructions, Conditions of Participation, Procurement Specific Questionnaire and Evaluation Criteria
Notices published for this procedure
- Contract details notice Contract details notice on Find a Tender
- Contract details notice Contract details notice on Find a Tender
- Contract award notice Contract award notice on Find a Tender
- Tender notice Tender notice on Find a Tender
- Tender notice Tender notice on Find a Tender
- Planned procurement notice Planned procurement notice on Find a Tender
- Preliminary market engagement notice Preliminary market engagement notice on Find a Tender