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    ContractsMulti-Channel Customer Communications Platform Services
    Closed contract

    Multi-Channel Customer Communications Platform Services

    HMRC is exploring market capabilities and innovations for a multi-channel customer communications platform to serve over 550 million annual communications.

    🇬🇧United Kingdom· LondonPublished 9 Jul 2026· 4 months agoviaFind a Tender

    Decision brief

    4 fields
    • Contract value
      Not disclosed
      Source did not declare a figure
    • Closing date
      Not published
      No closing date published
    • Sector
      IT & Software
      Browse related listings
    • Location
      🇬🇧United Kingdom
      London

    Lifecycle

    Closed

    No longer open. Published 4 months ago.

    9 July 2026
    Closed — no tender deadline was published

    Brief

    HMRC is conducting market research to understand current and future capabilities for a Communications Platform as a Service (CPaaS) solution. This engagement explores how suppliers can support HMRC's customer communications needs across email, SMS, RCS and emerging channels, handling over 550 million annual communications. HMRC seeks to gather information on platform architectures, delivery models, AI and automation capabilities, integration options, security and compliance approaches, preference management systems, and commercial models. This is a preliminary market engagement exercise only—no procurement has commenced and participation carries no advantage or disadvantage in future procurement decisions. HMRC will engage with suppliers through written responses and questionnaires to inform future commercial strategy and procurement approach, covering areas including multi-channel orchestration, customer profile management, reporting and analytics, data security, service transition planning, and pricing models.

    Track record

    2 awards · 2 winners
    Thin record

    Only 2 prior awards here — too little to read.

    In it software, HM Revenue & Customs has awarded 2 contracts to 2 suppliers.

    Who wins here
    1. CAPGEMINI UK PLC1× · 50%
    2. Salesforce UK Limited1× · 50%

    Across it software, the most active winners are SOFTCAT PLC, PHOENIX SOFTWARE LTD, CIVICA UK LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View on sourceFind a Tender

    Original closed notice on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-06c7bc

    Track

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    HR
    Buyer
    HM Revenue & Customs
    Sector
    IT & Software