- HMRC is looking for a new CRM supplier, and this encourages SMEs to apply
- The winning offer will provide the CRM system for at least 15 years
- HMRC is not particularly known for its excellent customer service …
HMRC has announced plans for a new SaaS CRM platform to manage the tax interactions of citizens, and a preliminary market commitment notice was issued to invite offers and engage with potential suppliers.
Ideally, the CRM platform will include the recording, subscription and management of customer records as well as identity, verification, access and fraud services, as well as secure communication and document storage options.
The news comes while HMRC also explores the plans of a future contact center as a service platform (CCAA) which will be bought this year. The opinion stresses that the two systems must integrate transparently.
HMRC is looking for a new CRM system
By guaranteeing interoperability on its various platforms, HRMC hopes that modernization ” [enhance] Taxpayers interactions, [streamline] services, and [reduce] administrative charges. “”
Current HMRC systems are not known for their high performance – PMS reported significant problems with the department’s telephone services in 2023-24, with 44,000 appellants cut after waiting 70 minutes in the first 11 months of the tax year (via The register). The average waiting time would have been more than 23 minutes, and only two out of three calls were answered.
The National Audit Office (NAO) also noted that customers had spent 798 years combined during the year 2023-24.
A total of 1 billion sterling pounds excluding VAT (1.2 billion pounds sterling with VAT) was put aside to find a CRM supplier, with whom HRMC plans to conclude a 15 -year contract. The official competition of the CRM platform should start in June 2025, and there is a particular preference for small and medium-sized enterprises to advance.
In his opinion, HMRC noted: “The program is essential to support the government’s critical objectives for HMRC to modernize its systems, improve customer service and fill the tax gap.”
