HMRC has published this notice through Delta eSourcing
Notice Summary |
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Title: | MFA, Email &SMS Campaigns and Multi Device Messaging |
Notice type: | Contract Notice |
Authority: | HMRC |
Nature of contract: | Services |
Procedure: | Open |
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. |
Published: | 29/10/2020 10:35 |
View Full Notice
Section I: Contracting Authority
I.1) Name and addresses
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.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.contractsfinder.service.gov.uk/Search
Additional information can be obtained from: the abovementioned address
Tenders or requests to participate must be sent electronically via https://service.ariba.com/Sourcing.aw/ad/s4FullSelfRegister to the abovementioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided
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:
Section II: Object
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.1.5) Estimated total value:
Value excluding VAT: 9,750,000
Currency: GBP
II.1.6) Information about lots:
This contract is divided into lots: No
II.2) Description
II.2.2) Additional CPV codes:
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:
UK UNITED KINGDOM
II.2.4) Description of 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:
Criteria below
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.2.6) Estimated value:
Value excluding VAT: 9,750,000
Currency: GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
Duration in months: 24
This contract is subject to renewal: Yes
Description of renewals: The Authority shall have the right to, at its sole discretion, to extend the initial Term for one period of no more than twelve (12) months by giving the supplier no less than three (3) months' written notice before the end of the Initial Term (or any extension period which has already been notified to the Supplier by the Authority, as appropriate).
II.2.10) Information about variants:
Variants will be accepted: No
II.2.11) Information about options:
Options: No
Description of options: Not provided
II.2.12) Information about electronic catalogues:
Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: 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
Identification of the project: Not provided
II.2.14) Additional information: Not provided
Section III: Legal, Economic, Financial And Technical Information
III.1) Conditions for participation
III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
Not Provided
III.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
List and brief description of selection criteria:
Not Provided
Minimum level(s) of standards possibly required (if applicable) :
Not Provided
III.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
List and brief description of selection criteria:
Not Provided
Minimum level(s) of standards possibly required (if applicable) :
Not Provided
III.1.5) Information about reserved contracts (if applicable)
The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No
The execution of the contract is restricted to the framework of sheltered employment programmes: No
III.2) Conditions related to the contract
III.2.1) Information about a particular profession
Reference to the relevant law, regulation or administrative provision:
Not Provided
III.2.2) Contract performance conditions
Not Provided
III.2.3) Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No
Section IV: Procedure
IV.1) Description OPEN
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
In the case of framework agreements justification for any duration exceeding 4 years: Not Provided
IV.1.6) Information about electronic auction:
An electronic auction will be used: No
Additional information about electronic auction: Not provided
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 OJ S: Not provided
IV.2.2) Time limit for receipt of tenders or requests to participate
Date: 30/11/2020 Time: 12:00
IV.2.4) Languages in which tenders or requests to participate may be submitted: English,
IV.2.6) Minimum time frame during which the tenderer must maintain the tender:
Duration in month(s): 6
IV.2.7) Conditions for opening of tenders:
Date: 30/11/2020
Time: 12:01
Place:
Telford
Section VI: Complementary Information
VI.1) Information about recurrence
This is a recurrent procurement: No
Estimated timing for further notices to be published: Not provided
VI.2) Information about electronic workflows
Electronic ordering will be used No
Electronic invoicing will be accepted Yes
Electronic payment will be used Yes
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. HMRC uses an HMRC instance of SAP Ariba Sourcing Pro (thereafter referred to as HMRC’s SAP Ariba) and this must be used to express an interest and/or bid for the opportunity. (Further information about HMRC’s SAP Ariba is available on the HMRC website: www.hmrc.gov.uk/about/supplying.htm) Economic operators who have used HMRC’s SAP Ariba previously will be registered as part of the HMRC Ariba Supplier Network and you should access the system to obtain your account ID number. Contact details on the system should be checked and, where necessary, additional users added to help avoid multiple registrations for the same organisation. Previously registered users having difficulty recovering their account ID number or identifying users within their organisation should email for assistance sapariba.hmrcsupport@hmrc.gsi.gov.uk Economic operators using HMRC’s SAP Ariba for the first time, including suppliers who are already registered on the wider SAP Ariba supplier network, will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full. (You must ensure that you are directed to the registration page for HMRC’s SAP Ariba, identified with the HMRC logo at the top of the page, and to do this you may need to cut and paste the web address directly into your web browser). You will receive a system generated email asking you to activate your SAP Ariba supplier account by verifying your email address. Once you have completed the activation process you will receive a further email confirming the ‘registration process is now complete’ and providing you with ‘your organisation’s account ID’ number. If an email response from HMRC is not received within one working day of your request, please re-contact sapariba.hmrcsupport@hmrc.gsi.gov.uk (after first checking your spam in-box) notifying non-receipt and confirming when your registration request was first made.
Once you have obtained ‘your account ID’ number, please email baljinder.sall@hmrc.gov.uk & liam.osborn@hmrc.gov.uk with the following information as confirmation that you wish to express an interest and/or bid for the opportunity.
The contract reference shown in Section IV.3.1 of this Contract Notice
Your HMRC SAP Ariba account ID: AN
Your organisation’s name:
Your name:
Your email address:
Your telephone number:
Economic operators who have complied with the foregoing will receive an e-mail confirming access to the online questionnaires. If access is not provided within one working day, please contact baljinder.sall@hmrc.gov.uk.(after first checking your spam in-box) notifying non-receipt and confirming when your request for access to the online questionnaires was first made.
Questionnaires must be fully completed (and any associated hard-copy documents received by HMRC) no later than 12pm on 30/11/2020. The deadline for clarification questions is 19/11/20 with responses provided by the 23/11/2020 which will allow the required 6 days for the information to be considered. Tenders not submitted in the required form (or containing the requested information) may be rejected. HMRC does not bind itself to accept any tender and reserves the right to accept any part of the tender unless the tenderer expressly stipulates to the contrary.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=535939124
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.4.2) Body responsible for mediation procedures:
Not provided
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
Not Provided
VI.4.4) Service from which information about the lodging of appeals may be obtained:
Not provided
VI.5) Date Of Dispatch Of This Notice: 29/10/2020
Annex A
View any Notice Addenda
View Award Notice
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