Communications Platform as a Service (CPaaS) and Customer Communications Solution

HMRC is undertaking preliminary market engagement to better understand the current market capability, service models, technologies, commercial approaches and future innovation available for the provision of a multi channel customer communications platform. The engagement is intended to inform HMRC's future commercial strategy and potential procurement approach. It does not constitute a call for competition, procurement exercise, pre-qualification process or commitment to procure any goods or services. Participation in this engagement will not provide any advantage or disadvantage in any future procurement process. Background HMRC currently uses email and mobile messaging channels, including SMS, RCS Basic and RCS, to communicate with customers through a Communications Platform as a Service solution. The service supports over 550 million inbound and outbound communications annually, covering both transactional and campaign-based communications. The service includes customer preference management, profile management and contact history capabilities, together with integrations across HMRC's broader technology estate. HMRC wishes to engage with suppliers to understand current market capabilities and emerging developments that could support future requirements in customer communications, engagement, automation and channel management. Objectives of Market Engagement HMRC intends to use this market engagement to: • Validate whether Communications Platform as a Service (CPaaS) remains the most appropriate market model. • Understand available delivery models and platform architectures. • Assess supplier capability, experience and market maturity. • Understand future technology roadmaps and innovation opportunities. • Explore approaches to AI, automation and communications optimisation. • Understand integration options and interoperability with enterprise systems. • Explore customer preference management and customer profile capabilities. • Understand security, accessibility