Strategic Review Customer Contact Services

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.