- HMRC is looking for a new CRM supplier and it is encouraging SMEs to apply
- The winning bid delivers the CRM system for at least 15 years
- HMRC is not very well known for its great customer service …
HMRC has announced plans for a new SaaS CRM platform to manage citizen tax interactions, and a preliminary notice of market commitment has been issued to invite bids and engage with potential suppliers.
Ideally, the CRM platform will include registration, subscription and customer recording management as well as identity, verification, access and fraud services plus secure communication and document storage options.
The news comes as HMRC also explores plans for a future contact center such as a service (CCAA’s) platform to be acquired this year. The message emphasizes that the two systems must be seamlessly integrated.
HMRC is looking for a new CRM system
By ensuring interoperability across its various platforms, HRMC hopes that modernization will “directly” [enhance] taxpayers interactions, [streamline] Services and [reduce] Administrative burdens. “
HMRC’s current systems are not known for their strong performance MPs reported significant problems with the department’s telephone services in 2023-24, with 44,000 callers cut off after waiting 70 minutes in the first 11 months of the tax year (via Registered). The average call time was reportedly over 23 minutes and only two in three calls were ever answered.
The National Audit Office (NAO) also noted that customers spent a total of 798 years waiting in the financial year 2023-24.
In total, 1 billion pounds are excl. VAT (£ 1.2 billion with VAT) set aside to find a CRM supplier that HRMC expects to enter into a 15-year contract. Formal competition for the CRM platform is expected to start in June 2025, and there is a special preference for small and medium-sized businesses.
In his message, HMRC noted: “The program is critical of supporting the government’s critical target for HMRC to modernize its systems, improve customer service and close the tax difference.”
