Official UK procurement notice
HMRC Customer Relationship Management
Authority: HM Revenue & Customs (Central government)·On behalf of: BARINGA PARTNERS LLP
What is being bought
Published requirement descriptionSoftware Platform and Associated Professional Services. Part of the HMRC Enterprise Customer Relationship Management Programme, HMRC have awarded this contract to provide a Software as a Service Customer Relationship Management Platform (SaaS CRM).
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
The Supplier is also expected to provide an element of professional services to support implementation that the Authority can call down on.
- How the procedure runs: HMRC will be procuring the Customer Relationship Management opportunity through the Competitive Flexible Procedure as set out in the Procurement Act 2023. To formally express an interest in this opportunity and receive the tender documentation through HMRC's e-tender portal SAP Ariba once the Tender Notice is launched, suppliers must provide their ANID number and account contact details for the HMRC instance of SAP Ariba. The estimated total contract value over the maximum term is £2bn. This figure is an estimate and may not reflect actual spend, which will be predicated on programme delivery. Detail of the Competitive Flexible process for the procurement is set out below: The initial stage that will be open to all interested parties is the Conditions of Participation, which will be looking to assess bidders on their technical and economic ability to deliver the contract. The Conditions of Participation will include a scored procurement specific questionnaire and the intention is that the five top scoring bidders will be taken through to the next stage. The Invitation to Submit Initial Tender (ITSIT) will assess bidders on a range of key award criteria including, but not limited to, functional and non-functional requirements, innovation, social value, price, terms and conditions and product demonstrations. The intention is that the three top scoring bidders will be taken through to negotiation. The negotiations will enable the Authority to clarify and improve the tenders submitted at ITSIT stage. The process will also enable bidders to develop a more detailed understanding of the Authority's requirements. As part of the final stage, the Invitation to Submit Final Tender (ITSFT), bidders will have an opportunity to improve their bid based on the output of negotiations and the feedback provided from the ITSIT. The winning bidder from the ITSFT will be the Authorities preferred bidder, and will be awarded the contract, subject to agreement upon contract terms and the completion of any further due diligence which is deemed necessary. HMRC reserve the right to refine the award criteria of the CFP in accordance with Section 24 of the Act. HMRC also reserve the right to modify the CFP in accordance with Section 31 of the Act.
- No preliminary market engagement: PME was completed, see notice HMRC Customer Relationship Management, ocds-h6vhtk-050568. It was not possible to link that notice during the setup of this notice.
CPV: IT services: consulting, software development, Internet and support · Software package and information systems
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£2,000,000,000
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).
Published award criteria (3)
- Quality: Quality, including but not limited to the ability to meet functional and non-functional requirements, qualitative questions, and product demonstrations shall be weighted at 70%.
- Social Value: Social Value shall be weighted at 10%.
- Price: Price will be evaluated using a structured pricing approach designed to support a transparent, consistent and comparable assessment of total cost of ownership across supplier solutions. This will include the application of appropriate mechanisms to ensure that costs are assessed on a normalised basis.
- Price carries 20 of 100 points: a 10% discount moves about 2 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
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
- 11 Aug 2025, 07:49 BST
- Last source update
- 15 Oct 2026, 10:00 BST
- Award evaluation window
- Submission end – 1 Aug 2026
- Authority reference
SR2412633519- FTS notice number
2026/S 000-049589- Latest notice
- Contract details notice (UK7)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0584b5Find a Tender
- How it runs
HMRC will be procuring the Customer Relationship Management opportunity through the Competitive Flexible Procedure as set out in the Procurement Act 2023.
To formally express an interest in this opportunity and receive the tender documentation through HMRC's e-tender portal SAP Ariba once the Tender Notice is launched, suppliers must provide their ANID number and account contact details for the HMRC instance of SAP Ariba.
The estimated total contract value over the maximum term is £2bn. This figure is an estimate and may not reflect actual spend, which will be predicated on programme delivery.
Detail of the Competitive Flexible process for the procurement is set out below:
The initial stage that will be open to all interested parties is the Conditions of Participation, which will be looking to assess bidders on their technical and economic ability to deliver the contract. The Conditions of Participation will include a scored procurement specific questionnaire and the intention is that the five top scoring bidders will be taken through to the next stage.
The Invitation to Submit Initial Tender (ITSIT) will assess bidders on a range of key award criteria including, but not limited to, functional and non-functional requirements, innovation, social value, price, terms and conditions and product demonstrations. The intention is that the three top scoring bidders will be taken through to negotiation.
The negotiations will enable the Authority to clarify and improve the tenders submitted at ITSIT stage. The process will also enable bidders to develop a more detailed understanding of the Authority's requirements.
As part of the final stage, the Invitation to Submit Final Tender (ITSFT), bidders will have an opportunity to improve their bid based on the output of negotiations and the feedback provided from the ITSIT. The winning bidder from the ITSFT will be the Authorities preferred bidder, and will be awarded the contract, subject to agreement upon contract terms and the completion of any further due diligence which is deemed necessary.
HMRC reserve the right to refine the award criteria of the CFP in accordance with Section 24 of the Act.
HMRC also reserve the right to modify the CFP in accordance with Section 31 of the Act.
- Risks
The Authority considers the following to be future risks to contract performance:
Material infrastructure and/or hosting changes, resulting in a change to a hosting location which is not permitted by the Authority or not covered by any offshoring agreement agreed as part of the contract.
A situation wherein the bidder is subject to a merger or acquisition which results in a material change to the approach to contract delivery, for example the resulting organisation no longer suits the Authority's ongoing or future needs or places too much risk on the Authority's existing agreements.
Due to the longer-term nature of the contract and the speed of development and change in this sector, there is a potential risk that the scope of the requirements stated in the contract are not broad enough to have captured any and all future developments and innovations and as such there may be a need to modify the contract in future to ensure that these developments are made available to the Authority as the contract progresses or the Authority risks tie-in to legacy software that will cease to deliver the expected benefit of this procurement, particularly in cases where such software may no longer be supported which would prevent the bidder from being able to perform its obligations under contract.
How it was run
Official notice- Submission deadline
- 22 Jun 2026, 23:59 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
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.
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 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.
Timeline
11 Aug 2025 → 15 Oct 2026 · 9 dates- Planning notice published11 Aug 2025, 07:49 BST
- Next notice expected19 Aug 2025, 23:59 BST
- Tender notice published148 days ago27 May 2026, 12:01 BST
- Submission deadline121 days ago22 Jun 2026, 23:59 BST
- Contract starts82 days ago1 Aug 2026, 00:00 BST
- Award decision expected by81 days ago1 Aug 2026, 23:59 BST
- Assessment summaries sent44 days ago8 Sept 2026, 00:00 BST
- Standstill ends34 days ago17 Sept 2026, 23:59 BST
- Latest notice published7 days ago15 Oct 2026, 10:00 BST
Notice history
11 events · 5 releases on Find a Tender · since 11 Aug 2025- Pipeline notice published11 Aug 2025, 07:49 BSTUK1
- Pipeline notice published18 Aug 2025, 08:28 BSTUK1
- Tender notice published27 May 2026, 12:01 BSTUK4
- Published value published: £2,000,000,00027 May 2026, 12:01 BST
- Status changed to active27 May 2026, 12:01 BST
- Procurement method changed27 May 2026, 12:01 BST
- Deadline published: 22 Jun 2026, 23:59 BST27 May 2026, 12:01 BST
- Contract award notice published8 Sept 2026, 15:47 BSTUK6
- Status changed to complete8 Sept 2026, 15:47 BST
- Contract signature expected28 Sept 2026, 23:59 BSTscheduled
- Contract details notice published15 Oct 2026, 10:00 BSTUK7
Published amendments (1)
Contact email address updated
Routine re-releases (5)
- 2025-08: 2 releases · 11 Aug 2025, 18 Aug 2025
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Salesforce UK Limited28 Sept 2026 – 28 Sept 2036 · up to 28 Sept 2041Extensions: Two optional extensions; up to an additional three (3) years plus up to an additional two (2) years. | £2,000,000,000very large published value · not counted until verified, check the notice | 8 Sept 2026 | Awarded |
Contracts
HMRC Customer Relationship Management · Salesforce UK Limited
- Signed
- 30 Sept 2026
- Value
- £2,000,000,000
- Period
- 30 Sept 2026 – 29 Sept 2036 · up to 30 Sept 2041 with extensions
- Status
- active
- Extensions
- Two optional extensions; up to an additional three (3) years plus up to an additional two (2) years.
4 agreed KPIs: Uptime (A) · Uptime (B) · Responsiveness …
- Uptime (A), Availability of applicable Supplier Services and capability as delivered by the platform provider, independent of local configuration or customisation.
- Uptime (B), Availability of Data Cloud services.
- Responsiveness, Page Response Time
- Social Value, Annual reporting by Supplier on Sustainability efforts.
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 2final-stage tenders | 0 | 0 | — |
Who bid
- wonSALESFORCE UK LIMITED · Greater London
- did not winPEGASYSTEMS LIMITED · South East England
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
3 public bodies on the noticeOther public bodies
- BARINGA PARTNERS LLPProcuring entitySupporting HMRC Commercial to deliver the end-to-end procurement
- TLT LLPProcuring entityExternal legal counsel advising on Contract
Bidders & participating suppliers
2 commercial parties on the notice · 1 awarded- PEGASYSTEMS LIMITEDBidder / tenderer
- SALESFORCE UK LIMITEDAwarded supplier
Official documents & specifications (9)
Official links; attachments are not copiedTender pack and attachments
- Bidding documents and specifications
- Bidding documents and specifications
- Signed contract Fully Signed and Redacted Model Services Contract (MSC)
- Bidding documents and specifications
Notices published for this procedure
- 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
- Pipeline notice Pipeline notice on Find a Tender
- Pipeline notice Pipeline notice on Find a Tender