Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
H M Revenue & Customs
100 PARLIAMENT STREET
LONDON
SW1A2BQ
UK
Contact person: Bhavina Patel
E-mail: bhavina.patel1@hmrc.gov.uk
NUTS: UKI32
Internet address(es)
Main address: www.gov.uk
I.4) Type of the contracting authority
Ministry or any other national or federal authority, including their regional or local subdivisions
I.5) Main activity
Other: Tax
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Input and Output Communications
Reference number: CW89508
II.1.2) Main CPV code
79810000
II.1.3) Type of contract
Services
II.1.4) Short description
HMRC was looking to appoint a supplier to deliver, under a single contract, a trusted service for continuity of current communication services as well as to support our vision for innovative solutions to assist with our digital transformation.
Through this opportunity, HMRC was looking for a supplier(s) who have capabilities to enable the effective and efficient management, and deliver of both inbound and outbound communications, designed to support HMRC and its customers with the collection
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of tax and administering of benefits and support of customs operations.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
140 000 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
22000000
64212100
64212300
79999100
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
HMRC has a bold ambition to increase and encourage the use of digital channels to communicate with customers in similar ways to leading private sector companies.
This is likely to lead to a forecasted reduction in print/outbound mail volumes and increase the use of other digital channels.
This is likely to fall within the lifetime of this new contract. From this, the following benefits are anticipated:
• Improved customer experience through more convenient, faster means of transacting with HMRC
• Improved colleague experience through improved technology, improved ways of working and re-focus onto high value work
• Opportunities to drive increased compliance and close the tax gap
• Increased efficiency and value for money
HMRC are looking to incorporate its current Input and Output communications contracts into a single contract in order to improve efficiency and realise substantial savings.
The initial service lines to be delivered under the contract shall include:
- The provision of current inbound and outbound communication services - this includes provision of printed post, SMS, outbound Email, and scanned mail .
- The provision of support, advice, and innovation to create and jointly deliver efficiencies in the current service and in how to move towards digital channels in the space of input and output communication.
This contract will be enabled for Government Banking to use.
The maximum contract value will be £140million over the contract period of five (5) years plus a possible two (2) years extension.
II.2.5) Award criteria
Quality criterion: Technical Merit
/ Weighting: 60
Quality criterion: Social Value
/ Weighting: 10
Price
/ Weighting:
30
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2023/S 000-010389
Section V: Award of contract
Contract No: SR980381936
Title: SR980381936
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
25/08/2023
V.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 0
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Restore Digital Limited
04624743
Bilston
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 140 000 000.00
GBP
V.2.5) Information about subcontracting
The contract is likely to be subcontracted
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
HMRC Commercial Directorate
HMRC Commercial Directorate
Salford
M3 5BS
UK
VI.5) Date of dispatch of this notice
03/10/2023