HMRC seeks market input for CPaaS and customer communications solution.
HM Revenue & Customs (HMRC) is conducting preliminary market engagement for a multi-channel customer communications platform to support over 550 million annual inbound and outbound communications. The current solution uses email, SMS, RCS Basic, and RCS, and HMRC seeks to explore CPaaS and alternative models, AI/automation, integration, security, and commercial approaches. This is not a procurement exercise but a market sounding to inform future strategy. Suppliers with experience in large-scale public sector communications platforms are of interest. No contract value or timeline is specified.