HMRC Customer Communication Services Contract

HMRC is looking to procure a Customer Communication service that will allow the department to continue to send paper output but that also enables the move towards full multi-channel communication.

HMRC Customer Communication Services

HM Revenue and Customs

Contract summary

Industry

Materials and Products, Printing and Publishing

Location of contract

Any region

Value of contract (£)

£0

Published date

11 September 2016

Closing date

30 September 2016

Contract start date

03 July 2017

Contract end date

30 June 2020

Description

HMRC’s objectives are to maximise revenues, improve customer experience and reduce costs in a sustainable way. Our strategy is based on understanding our customers, so we can deliver services tailored to their needs and positively influence their behaviour. HMRC’s digital strategy will help us meet our objectives and specifically states: “The drive to Digital by Default will significantly reduce both the volume of paper produced and sent to customers by mail and the amount coming in to HMRC. HMRC currently issues in the region of 185 million letters (c. 500 million A4 images). HMRC is looking to procure a Customer Communication service that will allow the department to continue to send paper output but that also enables the move towards full multi-channel communication, ultimately reducing the volume of paper that the department issues.