Source: https://tendernation.io/opportunities/01a13c4b-4a7f-71a7-b838-22f5a493633c/strategic-review-customer-contact-services awarded GB restricted procedure # Strategic Review Customer Contact Services [H M Revenue & Customs](https://tendernation.io/buyers/h-m-revenue-customs) Estimated value £462,670 Published 19 Mar 2019 Deadline Closed 15 Feb 2019 ## About this tender Call off from CCS framework RM6008 (Management Consultancy Framework Two) for a strategic review of HMRC's Customer Contact Services. HMRC is seeking support from a professional services company with proven expertise in the field of customer contact strategy, customer contact platforms and customer engagement. The professional services company will work alongside a team from HMRC (primarily comprising representatives from the Customer Services and Chief Digital and Information Officer's groups) to conduct an 'innovation' exercise to inform HMRC's contact strategy for 2019 and beyond. The output of this work will be a clear strategy and roadmap on how we achieve digital first engagement, reduce cost to serve and provide a first contact resolution to our customer base. The roadmap must cover all lenses; including, but not limited to: resource modelling, business process re-engineering, channel optimisation, the technology and capability required to support delivery and continual optimisation. In addition, the roadmap will prioritise those elements that can be achieved with current capability, detailing clear and realistic timeframes anticipated to get to 'end state' across all disciplines. ## CPV classification Feasibility study, advisory service, analysis Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/f5d68e1f-7228-49fb-bcdb-1ae51d5a7573) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free](https://tendernation.io/register) [Buyer profile H M Revenue & Customs: past awards and live tenders](https://tendernation.io/buyers/h-m-revenue-customs) [Sector More Architecture, engineering & surveying tenders](https://tendernation.io/sectors/architecture-engineering-surveying) ## More tenders like this [Construction project management services – Dietrich-Bonhoeffer-Gymnasium-Oberasbach – Neubau Mehrfachsporthalle · Landkreis Fürth · 28 days left · 16 Nov 2026](https://tendernation.io/opportunities/01a156a9-ce57-722f-92f9-e818a29a32bc/germany-construction-project-management-services-dietrich-bonhoeffer-gymnasi) [Architectural, construction, engineering and inspection services – Matthias-Claudius-Schule Tragwerk und Bauphysik · Stadt Kaarst - Der Bürgermeister · 36 days left · 24 Nov 2026](https://tendernation.io/opportunities/01a156a9-cc1c-708b-90a7-a22d2885c295/germany-architectural-construction-engineering-and-inspection-services-mat) [Engineering studies – réalisation D'UN schéma directeur intercommunal d'assainissement · Charlieu-Belmont Communauté · 49 days left · 7 Dec 2026](https://tendernation.io/opportunities/01a156a9-9427-728b-9f2e-57d5081fa516/france-engineering-studies-realisation-dun-schema-directeur-intercommunal-d) [Engineering services – Mission de Maîtrise d'oeuvre complète pour la construction de 111 logements VAULX-EN-VELIN (69120) - ZAC MAS DU TAUREAU Îlots J1/J2 · Alliade Habitat · 28 days left · 16 Nov 2026](https://tendernation.io/opportunities/01a156a9-932d-7197-8cc1-ad619ede83e0/france-engineering-services-mission-de-maitrise-doeuvre-complete-pour-la-co) [Architectural, construction, engineering and inspection services – Multi Operator Framework for Project Managers with Design/Technical Consultants for Educational Accommodation · Department of Education and Youth · 23 days left · 11 Nov 2026](https://tendernation.io/opportunities/01a156a9-cb77-70bf-a940-7366ca0959f7/ireland-architectural-construction-engineering-and-inspection-services-mul) [Engineering services – Sanierung der Festhalle Stöckwiese in Bietigheim, Freianlagenplanung · Gemeindeverwaltung Bietigheim · 28 days left · 16 Nov 2026](https://tendernation.io/opportunities/01a156a9-d828-701f-861f-726e9936bb48/germany-engineering-services-sanierung-der-festhalle-stockwiese-in-bietighei)