Input and Output Communications
H M Revenue & Customs
Published date: 11 April 2023
Open opportunity – This means that the contract is currently active, and the buying department is looking for potential suppliers to fulfil the contract.

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Contract summary
• Printed matter and related products – 22000000
• Short Message Service (SMS) services – 64212100
• Multimedia Message Service (MMS) services – 64212300
Location of contract
United Kingdom
Value of contract
Procurement reference
Published date
11 April 2023
Closing date
1 June 2023
Closing time
Contract start date
22 January 2024
Contract end date
21 January 2031
Contract type
Service contract
Procedure type
Open procedure (above threshold)
Contract is suitable for SMEs?
Contract is suitable for VCSEs?

HMRC is looking to appoint a supplier(s) 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 is 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 of tax and administering of benefits and support of customs operations.

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.

This procurement will be conducted by way of an eSourcing event using HMRC’s SAP Ariba eSourcing Portal. Please ensure you are registered with the eSourcing Portal to gain access to the procurement documentation when it is released which will contain full details of the requirement. If you are not already registered, the registration link is:

Once you have obtained ‘your organization’s account ID’ number, please email  and copy in  with your: 
Contract title and Reference 
Your organisation’s HMRC SAP Ariba account ID 
Your organisation name 
Your name

More information
Previous notice about this procurement
Input and Output Communication Services
• Early engagement
• Published 15 November 2021
·         170927 SAP Supplier Ariba Registration Guidance.pdf
·         Illustrations
·         SAP Supplier Ariba Registration Guidance

How to apply
Follow the instructions given in the description or the more information section.

About the buyer
Contact name
Bhavina Patel
Trinity Bridge House
2 Dearmans Place
M3 5BS

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