HMRC aims to improve its support services for UK taxpayers, setting a mammoth budget worth over $2BN.
That budget will finance new CRM and CCaaS solutions, handling interactions between the HMRC and UK citizens.
The UK tax collector's CRM budget totals $1.34BN (£1BN). Meanwhile, its CCaaS allocation is $670MN (£0.5BN).
HMRC set out the scope of the funding in two separate preliminary market engagement notices, one for CRM and the other for CCaaS.
While the budgets - for software alone - may catch the eye, the authority wishes to pen 15-year contracts with its chosen vendors.
The tender process, where HMRC invites CRM and CCaaS providers to submit bids for the project, is set for June.
The UK government department also stressed that the two platforms must integrate "seamlessly". Moreover, the CRM notice explained:
The programme will support the delivery of a number of technology products and delivery support services to enable HMRC to provide a 360-degree view of the customer, rationalise its technology estate, and put it in the best position to leverage all the opportunities of industry-leading capabilities and AI tools.
Let's look more closely at what HMRC wants from its prospective CRM and CCaaS solutions.
What Is HMRC Looking For in a CRM Platform?
Five core things HMRC expects to procure from its CRM platform include:
- A core cloud CRM platform, including registration, subscription, and customer record management capabilities.
- Identity, Verification and Access (IDV&A) software as a service.
- Fraud prevention mechanisms.
- Secure Digital Exchange & Communication (SDEC) software as a service and document storage.
- Architecture and product technical support (vendor-specific).
As the CRM market leader - and a vendor that, in 2023, announced a massive $4BN, five-year investment in its UK business - Salesforce is likely a partner HMRC will have near the top of its list.
Plus, its new CCaaS integration program demonstrates a commitment to that "seamless" CRM-CCaaS integration.
However, Microsoft Dynamics will provide tough competition, especially as the tech giant signed a big deal with the UK's Crown Commercial Service in October 2024 to support the public sector with its "AI-powered products and services".
Other prospects that the tax authority will likely consider include Oracle, SAP, ServiceNow, and Zendesk.
What Is HMRC Looking For in a CCaaS Platform?
On the CCaaS front, HMRC has been conducting early engagement activities for the development of a single omnichannel solution to replace its current legacy services.
The CCaaS program aims to procure a solution encompassing:
- The provision of product licenses and the future acquisition/development of associated add-on products
- Service design, implementation, and configuration services
- Run & Support services, including proactive maintenance and testing
- Ongoing run & optimize services with an option for incentivised innovation and optimization
As the UK's most prominent CCaaS provider, Content Guru is one vendor HMRC will likely consider.
