Document Management Services HMRC

Document Management Services HMRC

HMRC is undertaking a programme to transform how we deal with our customers via our paper channels, ensuring we reduce post handling costs, be more flexible to meet demand and see more cases resolved at first contact, therefore reducing rework. Registration details for market engagement event.

UK-Salford: Document management software package

2013/S 058-095774

Prior information notice


Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

5th Floor, West Ralli Quays, 3 Stanley Street
For the attention of: Richard Dempsey
M60 9LA Salford
Telephone: +44 1702366965

Internet address(es):

General address of the contracting authority:

Further information can be obtained from: The above mentioned contact point(s)

I.2)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local sub-divisions
I.3)Main activity

Other: Direct and Indirect Taxes
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II.B: Object of the contract (Supplies or services)

II.1)Title attributed to the contract by the contracting authority:

Digital Mail Service
II.2)Type of contract and place of delivery or of performance

Service category No 27: Other services
NUTS code UK

II.3)Information on framework agreement
II.4)Short description of nature and quantity or value of supplies or services:

HMRC is a key delivery department for Government. It plays a vital role in helping to reduce the deficit through maximising the collection of taxes due in order to fund the UK’s public services. We also help families and individuals with targeted financial support.
HMRC is a large and complex business. Its customers span nearly every UK citizen and business. In 2010-11 we collected over GBP 400 billion in tax and paid out over GBP 40 billion in benefits and credits.
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. Our Digital Strategy (here) states (on page 14):
“The drive to Digital by Default will significantly reduce the volume of paper coming in to HMRC but, as dealing with HMRC by digital will not be mandatory for many of our customers, paper will never entirely disappear. An HMRC digitisation solution would take the vast majority of the remainder of paper mail being received within HMRC, open it in one place, scan it to capture a digital image of that paper, store that image in a digital library and move a copy of that image through a workflow solution. This service would be scaleable to the rest of HMRC, and would ensure that customers who are digitally excluded will not be also excluded from some of the benefits of digital (for example, there would be a significantly reduced risk of data loss, with paper no longer flowing from Regional Post Rooms, to back office post rooms, to teams, to storage).”
There remain large volumes of correspondence that are still received by paper from our customers. For pay as you earn, self assessment and national insurance contributions there are 15 millions pieces of correspondence per year and 1.2 million paper tax returns. HMRC’s digital aspirations could dramatically reduce how much of this has to be dealt with in hard copy.
HMRC is undertaking a programme to transform how we deal with our customers via our paper channels, ensuring we reduce post handling costs, be more flexible to meet demand and see more cases resolved at first contact, therefore reducing rework. To support this HMRC wants to:
— create a digital copy of customer correspondence (including forms) ensuring we capture key information to identify who the customer is (such as a national insurance number or the self assessment unique tax payer reference) and what their correspondence is about (e.g. whether it is a form or a letter requesting a refund);
— securely store the digital copy of the customer correspondence in a digital library enabling our staff to retrieve a digital image of the correspondence; and
— create electronic workflow based on the type of digital correspondence so we can flexibly deploy work anywhere across our network of offices for processing.
HMRC is looking for potential suppliers to participate in a pre-procurement market engagement event.
What we are looking for:
Digital Mail Service
This service must initially be delivered to parts of the organisation that deal with an individual’s tax affairs but following its successful implementation it will be delivered to the rest of the department.
This would include:
— Preparing post for scanning and exception handling (handing to HMRC the items not suitable for scanning).
— Scanning and image creation of paper forms, tax returns, associated supplementary pages and customer correspondence.
— Classifying each document based on what type of correspondence or tax return it is.
— Secure storage of scanned documents for a limited period before secure destruction.
— Electronic storage and document management of the digital image with the images being retrievable based on customer information.
— Electronic workflow of the digital image based on the document classifications required to work flow the item to the correct processing office.
HMRC encourages potential suppliers to propose innovative solutions as part of this market engagement.
HMRC is currently undertaking a proof of concept using in-house capabilities. Further detail will be supplied during the market engagement event.
Market and Supplier Engagement
HMRC will host a market engagement event on 2.5.2013 (location to be confirmed) to further develop its understanding of supplier capabilities and to gain advice from the market about the maturity of its requirement in readiness for a procurement exercise. The precise terms and timetable for the procurement exercise will be determined following the market engagement.
The market engagement event is an opportunity for suppliers to interact with the HMRC project team and our Subject Matter Experts. The event will consist of an initial briefing by the HMRC project team followed by a number of market stall-type sessions that will identify and explore themes relating to the challenges that the Digitisation of Inbound Customer Correspondence project is expected to encounter.
HMRC welcomes innovative proposals from suppliers and we wish to minimise any constraints to potential solutions. You may also wish to consider consortia or other collaborative means to bring together the best combination of suppliers including Small and Medium Enterprises.
II.5)Common procurement vocabulary (CPV)

48311000, 72313000, 72312200, 72212318, 72212313, 64110000, 48318000, 48313100, 48313000, 48311100

II.6)Scheduled date for start of award procedures
II.7)Information about Government Procurement Agreement (GPA)
II.8)Additional information:

How to Register:
Suppliers must pre-register to receive an invite to the published event and to access the Non-Disclosure Agreement and to do so you will need to:
1. Register your interest by emailing with the following information;

— User name (either existing or create a new one).
— Company name.
— User’s position in the company.
— Email address.
— Contact telephone number.
New users will receive login details to access sourcing@HMRC

There you will be able to download and sign the Non-Disclosure Agreement, and upload the signed version, before receiving further information about the event.
Suppliers who already have login details will be able to use these to access the system (as per above).
To log in to Sourcing@HMRC:

1. Log on to HMRC eSourcing User
i. Enter your user name in the Name field. (case sensitive)
ii. Enter your password in the Password field. (case sensitive)
iii. Click the Login button.
2. Locate the RFx, [insert reference] -PIN, in the list of RFx(s)
3. Click on the summary icon in the second column to view the event summary
4. Click on View General Attachments within the summary screen for responding instructions etc Download any attachments (including the Non-Disclosure Agreement) that are available. Once you are happy to accept the Non Disclosure you will need to sign upload this into the system.
5. To upload your signed version of the Non-Disclosure Agreement click on the RFx name or click on the “View/Respond to RFx” Button to view event details
6. Once you have viewed the details, click either Accept or Decline
7. If you clicked ‘Accept you can now submit a response including the Signed Non-Disclosure Agreement.
Once the signed Non-Disclosure Agreement has been uploaded and the invitation has been accepted full details of the Market Engagement Event, along with a copy of our lower level requirements, and a briefing pack for the day, will be sent to you by no later than 16.4.2013. Any suppliers registering or returning the Non-Disclosure Agreement after 16.4.2013 will not be guaranteed a place at the Market Engagement Event.

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Full details regarding legal, economic, financial and technical information to be provided at the tender stagewill be detailed in the Contract Notice and/or in the tender documentation. Potential tenderers should beaware, however, that they may be required to forward the following information:
(a) A copy of the most recent audited accounts covering the tenderer’s last two years of trading (or for theperiod that is available if trading for less than two years) or
(b) For the most recent full year of trading, where this information is not available in audited form, a copy of thedraft or unaudited financial accounts or equivalent information showing the tenderer’s turnover, profit and lossand cash flow position and an end period balance sheet or, where this cannot be provided, a statement signedby the finance director or similar responsible person detailing any major changes in the current financial positionsince the date of the latest audited accounts provided.
III.2)Conditions for participation
III.2.1)Information about reserved contracts

Section VI: Complementary information

VI.1)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:

To view this notice, please click here:

GO Reference: GO-2013320-PRO-4672033.

VI.3)Information on general regulatory framework

VI.4)Date of dispatch of this notice:20.3.2013

Requirement is Document Management Services