HMRC: MFA, Email &SMS Campaigns and Multi Device Messaging

UK-Telford: Short Message Service (SMS) services.

Section I: Contracting Authority

   I.1) Name, Addresses and Contact Point(s):
       HM Revenue and Customs
       Plaza 1, Ironmasters Way, Telford, TF3 4NT, United Kingdom
       Tel. +44 7392316402, Email: baljinder.sall@hmrc.gov.uk
       Contact: Baljinder Sall
       Main Address: https://www.gov.uk/government/organisations/hm-revenue-customs
       NUTS Code: UK

   I.2) Joint procurement:
      The contract involves joint procurement: No          
      In the case of joint procurement involving different countries, state applicable national procurement law: Not Provided
      The contract is awarded by a central purchasing body: Yes

   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 activity: Collection of Direct and Indirect Taxation

Section II: Object Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: MFA, Email &SMS Campaigns and Multi Device Messaging            
      Reference number: SR283623798

      II.1.2) Main CPV code:
         64212100 - Short Message Service (SMS) services.


      II.1.3) Type of contract: SERVICES

      II.1.4) Short description: This is to alert interested parties that HM Revenue and Customs (HMRC) is going out to tender to meet its needs for the provision of Multi Factor Authentication, Email and SMS campaigns and Multi Device Messaging. Note this notice supersedes the previous OJEU ref: 2020/S 132-325171.

      II.1.6) Information about lots
         This contract is divided into lots: No
         
            

   II.2) Description

      II.2.2) Additional CPV code(s):
            64212000 - Mobile-telephone services.
            48223000 - Electronic mail software package.
            64210000 - Telephone and data transmission services.
            64216120 - Electronic mail services.
            72212223 - Electronic mail software development services.
            48517000 - IT software package.
            48511000 - Desktop communications software package.


      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      Main site or place of performance:
      UNITED KINGDOM
             

      II.2.4) Description of the procurement: The Authority is looking to identify a Supplier to take on and transform the existing services including; MFA SMS (OTP) and Voice Calling, outbound email and SMS capabilities (including multi device messaging), currently supported by multiple Suppliers. This new combined email and text service will be a part of a range of Communication Services that will support The Authority’s strategy of communicating with the right customer at the right time through the right channel. Currently approximately 94 million SMS, 8 million voice calls and 220 million emails are issued per annum on behalf of HMRC.
The current scope for the SMS and Voice Calling as part of the Multi-Factor Authentication service is:
•To send a unique six (6) digit access code to a customer. The Authority will be responsible for the creation and duration of the validity of any access code e.g. 15 minutes.;
•The code must be sent to a landline or mobile via SMS (“transactional route”) or Voice;
•The user could be in the UK or abroad (anywhere in the world);
•The SMS is sent using a single unique short code / unique Sender ID associated with The Authority – this must be provided by the Supplier;

The current scope for Email and SMS campaigns is to provide:
•help and support to our customers
•nudges and prompts
•provide reassurance and prevent progress chasing; and
•seek customer feedback to help improve our services.
The successful Supplier must deliver the new service in two phases:
Phase 1: Transition of the existing range of services to one service solution.
Phase 2: We are looking to exploit the top quartile capabilities provided in the solution to develop new and innovative ways of communicating with our customers, whether that be on a 121 or 1 to many basis, in a way that work seamlessly and through standard interfaces where necessary with The Authority’s other Communication and Communication management services.
HMRC requires potential providers to comply with the relevant essential requirements below or equivalent:
a.) ISO-27001 Certification as accredited by UKAS or a comparable body,
b.) Cyber Essentials Certification
c.) Cyber Essentials Plus Certification
d.) CHECK approved Pen Testers on an annual basis or such time as both Parties agree, for both internal and external system IP’s. Tested to OWASP latest guidelines
e.) Cyber Risk Insurance.
f.) Security Patch Management System
h) data centres in the UK, with no data leaving the UK

HMRC reserves the right to make services procured available to other publicly funded bodies including RCDTS, its wholly owned subsidiary company working on behalf of HMRC.

**This contract is for a period of 24 months with approx. value of £6.5m with the provision to extend for a further 12 month term, total value of 24 month term with 12 month extension approx. £9.75m**

      II.2.5) Award criteria:
      Quality criterion - Name: Social, Environmental & Innovative Characteristics / Weighting: 5
      Quality criterion - Name: Technical Merit - Service Requirements / Weighting: 40
      Quality criterion - Name: Management Activity / Weighting: 15
                  
      Cost criterion - Name: Charges and Invoicing / Weighting: 40
            

      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
         

      II.2.14) Additional information: Not Provided


Section IV: Procedure

IV.1) Description

   IV.1.1)Type of procedure: Open


   IV.1.3) Information about a framework agreement or a dynamic purchasing system
      The procurement involves the establishment of a framework agreement: No       
      

   IV.1.6) Information about electronic auction
      An electronic auction has been used: No

   IV.1.8) Information about the 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 OJEU: 2020/S 214-525823
      
   

   IV.2.9) Information about termination of call for competition in the form of a prior information notice
      The contracting authority will not award any further contracts based on the above prior information notice: No

Section V: Award of contract

Award Of Contract (No.1)

   Contract No: Not Provided    
   Lot Number: Not Provided    
   Title: Not Provided

   A contract/lot is awarded: No

   V.1) Information on non-award
      The contract/lot is not awarded
            Other reasons (discontinuation of procedure):
            Notice reference (year and document number): 2020 - 237913

Section VI: Complementary information

   VI.3) Additional 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.Economic operators who wish to view the tender documentation electronically can do so by searching on the Contracts Finder website:https://www.contractsfinder.service.gov.uk/Search login 48 hours after the dispatch of this notice.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=583578749

   VI.4) Procedures for review

      VI.4.1) Review body
          HM Revenue and Customs
          Plaza 1, Ironmasters Way, Telford, TF3 4NT, United Kingdom
          Tel. +44 7392316402, Email: baljinder.sall@hmrc.gov.uk
          Internet address: https://www.gov.uk/government/organisations/hm-revenue-customs

      VI.4.3) Review procedure
         Precise information on deadline(s) for review procedures: Not Provided

      VI.4.4) Service from which information about the review procedure may be obtained
         Not Provided

   VI.5) Date of dispatch of this notice: 06/04/2021