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Customer Relationship Management Contract for HMRC
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Customer Relationship Management Contract for HMRC

Thursday, 19 July 2012, 17:52

Customer Relationship Management Contract for HMRC

HMRC is exploring options for the delivery of Customer Relationship Management (“CRM”) functionality to: • receive the print batch files from HMRC’s mainframe systems, and apply rules based upon HMRC’s customer analytics and also variables within the print file; • take the outputs of HMRC’s customer analytics and enable that information to be used in rules set within the CRM system.

Reference number: Customer Relationship Management HMRC

Deadline date:27/07/2012

This deadline is for… Registration of event

Contract value:£0 – £0

Location where the contract is to be carried out: United Kingdom HMRC

Is this suitable for smaller suppliers? Yes

Is this contract suitable for a voluntary, community and social enterprise organisations? Yes

Name of the buying organisation: HMRC CD

 

Description of the contract

HMRC is exploring options for the delivery of Customer Relationship Management (“CRM”) functionality to: • receive the print batch files from HMRC’s mainframe systems, and apply rules based upon HMRC’s customer analytics and also variables within the print file; • take the outputs of HMRC’s customer analytics and enable that information to be used in rules set within the CRM system – determining the design of core customer products and also the delivery channel, diverting delivery to online and other channels where required; • allow provision for HMRC to develop, design, test and deploy a set of flexible rules which impact upon each customer communications. The rule sets will be different depending on which customer communication product is impacted; • provide HMRC with ownership of the rules so that changes can be made to impact the design and delivery of products in real time; • have the capacity to handle the volumes and peaks of outputs delivered by existing HMRC systems, without causing a delay to the production of mass postal outputs. The option of cloud delivery has been discounted at this stage, as our working assumption is that the solution must be secure within the HMRC estate. The requirement is likely to be two lots: 1. Provision of an innovative CRM system to meet HMRC’s business requirement as outlined above. 2. Configuration/design of SAP CRM (which HMRC already has within its IT Estate), to meet HMRC’s business requirement as outlined above. Suppliers will be asked for their response to both/either of the lots, and HMRC will use the information provided to determine the optimal route forward. HMRC’s IT estate is currently managed by the Department’s strategic IT supplier ASPIRE and IT Solutions Delivery which provides an in-house IT capability. It is planned that ASPIRE will provide a service integration role to HMRC and further information about the practical implications of this approach will be shared at the market engagement event.

 

Classification of the contract

72000000 IT services: consulting, software development, Internet and support

72500000 Computer-related services

 

Additional information

 

Who to contact

Contact name Lloyd Walters

Organisation name HMRC CD

Address , SW1A 2BQ

Telephone

Extension number:

Fax

Web address

 

How to apply

Attendance at the event is strictly limited to pre-registered attendees. To participate in this event please register your interest by emailing lloyd.walters@hmrc.gsi.gov.uk no later than 5pm on Friday 27 July 2012. This mailbox should not be used for the submission of any subsequent commercial proposals. We will advise you of how to submit any commercial proposals in the support materials which will be sent after stage 1. You will need to provide the following details on registration: • Company name(s) • Names of representatives to attend • Role of representatives to attend • Mode of travel to the venue • Car parking requirements at the venue We retain the right to reduce numbers on an equitable basis dependent on the response to this notice. HMRC cannot guarantee any supplier that attempts to register after the deadline date can be accommodated at the market engagement event. A briefing pack and joining instructions for the event will be issued no later than 27 July 2012 to all attendees that have successfully registered. HMRC will not enter into any dialogue with suppliers prior to the event unless this is necessarily related to registration. We aim to make all events Disability Discrimination Act compliant. If visitors have any special needs in this respect or for other reasons please let us know in advance.