Scanning Services Tender for HM Revenue and Customs
Scanning services. HMRC is a key delivery department for Government. It playScannings 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.
United Kingdom-Salford: Scanning services
Section I: Contracting authority
HM Revenue and Customs
5th Floor West Ralli Quays, 3 Stanley Street
For the attention of: Richard Dempsey
M60 9LA Salford
Telephone: +44 1702366965
General address of the contracting authority: www.hmrc.gsi.gov.uk
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: HM Revenue & Customs
Ralli Quays, 3 Stanley Street
M60 9LA Salford
Section II: Object of the contract
Service category No 27: Other services
NUTS code UK
HMRC is a large and complex business. Its customers span nearly every UK citizen and business. In 2010-11 we collected over £ 400 billion in tax and paid out over £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 and specifically states:
“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, circa 20m mail items across 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. 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.
What we are looking for
Digital White Mail Service
This service must initially be delivered to parts of the organisation that deal with an individual’s tax affairs (Personal Tax) but following its successful implementation it is the Department’s intent to make the service available to the remainder of HMRC.
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 by HMRC’s 3rd party provider.
Range: between 10 000 000 and 18 000 000 GBP
Description of these options: There will be an option to extend the initial contract term up to a maximum of 2 years.
Section III: Legal, economic, financial and technical information
Description of particular conditions: Any contract or framework agreement awarded will be subject to the Authority’s Conditions of Contract.
As stated in Section VI.3, HMRC is using an e-sourcing (eTendering) tool or application for this procurement. In order for Tenderers to progress to the e-auction stage they must first demonstrate via an online “selection questionnaire” that they have the necessary technical capacity to perform the contract. Actual requirements will vary depending on the particular requirement or contractual opportunity, but, as a minimum, the questionnaire will request the following information: 1) details of the principal business areas(s) in which the company is engaged and its structure, site locations and facilities; 2) evidence of previous relevant experience in the last 3 years, demonstrating capacity and ability to provide the required goods and/or services, inclusive of dates, size/value of contract and customer address/contact names for reference purposes; 3) details of quality systems in place, including (if applicable) details and copy certification relating to formal accreditation held, such as BS, ISO or equivalent; 4) information relating to compliance with Health & Safety, Equalities and Environmental legislation; and 5) a list of professional associations or trade bodies to which the organisation or individuals in the organisation belong. If a company is a subsidiary, a member of a group or a consortium, the above details may also be required in respect of the parent company, other group members or each consortium member as appropriate.
Minimum level(s) of standards possibly required:
A full statement of mandatory requirements for the Digitising Inbound Customer Correspondence project will be attached to the e-sourcing event. Suppliers wishing to take part in the tender exercise must be aware that in order for their tender to be fully considered they must be able to fulfill ALL of the requirements listed in the Requirements Catalogue.
Tenderers must be able to immediately deliver a solution which will have the capacity to receive, prepare and digitalise approximately 20 million items of post across HMRC
Tenderers must provide a minimum of two contracts from either or both the public or private sector, that are relevant to the Authority’s requirement. References will be sought for those short listed suppliers. Contracts for the supply of goods or services should have been performed during the past three years. The minimum standard for reliability having regard to past performance is that HMRC is satisfied that the details provided have been satisfactorily performed in accordance with their terms or, where that has not occurred, the reason or reasons why that has not occurred in relation to any such contract, will not recur in the performance of the contract to be awarded. HMRC will assess whether or not this minimum standard is met at the selection stage.
The service will have a Security Impact Level (IL3) and potential bidders must demonstrate that they are able to provide accredited services to this level, comply with the Cabinet Office Security Policy Framework and have a Security Management Process that is equivalent to or accredited to ISO 27001.
Section IV: Procedure
Additional information about electronic auction: Following evaluation of the Selection Questionnaires an electronic auction will be held to determine the lowest price.
Prior information notice
Notice number in the OJEU: 2013/S 58-095774 of 22.3.2013
Additional information about authorised persons and opening procedure: HMRC will be using an e-sourcing (e-tendering) tool/application for this procurement. This prevents any information provided by the applicant or tenderer from being viewed by the Authority until the e-sourcing event is closed. The e-sourcing (e-tendering) application will display the closing date and time for this particular tendering exercise within the event. The close time will be the earliest point at which the HMRC nominated or a tender defined evaluation team member will be able to open and view the tender responses. Therefore, the opening time for tenders will coincide with the close date and time for the event and all tenders will become visible to the HMRC nominated or event defined tender evaluation team in any place that provides access to the e-sourcing tool/application at that time.
Section VI: Complementary information
The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement, and the contract will be awarded on the basis of the most economically advantageous tender. HMRC is conducting this tendering exercise under the OJEU Open procedure and is using an eSourcing (eTendering) tool or application. ((Information about the e-Sourcing application, and about supplying to HMRC in general, is available on the HMRC website: www.hmrc.gov.uk/about/supplying.htm.) Economic operators who require access to the online tender documentation must send an email to firstname.lastname@example.org any time up to, but no later than 17:00 pm on 12.11.2013. This email should contain (a) the contract reference shown in Section IV.3.1 (File Reference), (b) a contact email address; (c) a contact name; and (d) the company name and contact telephone number. Economic operators who have complied with the foregoing will receive details of how to access the online Tender documentation. (If an email response from HMRC is not received within one working day of your request, re-contact email@example.com (after first checking your spam in-box) notifying non-receipt and confirming when the request was first made). Online Tender documentation must be fully completed (and any requested associated hard-copy documents received by HMRC) no later than (00.00) on (Date). Tender documentation not submitted in the required form (or containing the requested information) may be rejected. (When requesting access to the online Tender documentation, please notify the Authority if you have any accessibility issues (disabilities) which may prevent you from providing a high quality response using the eSourcing application. This will then allow HMRC to agree with you an appropriate format for you to view and respond to the requirements). All communications shall be in English. Tenders, when invited, and all supporting documentation must be priced in Sterling and all payments under the contract will be in Sterling. Any contract or agreement resulting from the Invitation to Tender will be considered as a contract made in England according to English Law and subject to the exclusive jurisdiction of the English courts. The Awarding Authority does not bind itself to accept any tender and reserves the right to accept any part of the tender unless the tenderer expressly stipulates to the contrary.
To view this notice, please click here:
GO Reference: GO-20131030-PRO-5232713
5W Ralli Quays
M60 9LA Manchester
Body responsible for mediation procedures
5W Ralli Quays
M60 9LA Manchester