HMRC awards £2bn CRM contract to Salesforce UK Limited

Tender information last checkedLast checked 15 Oct 2026, 11:05.

Opportunity overview

Software Platform and Associated Professional Services. Part of the HMRC Enterprise Customer Relationship Management Programme, HMRC have awarded this contract to provide a Software as a Service Customer Relationship Management Platform (SaaS CRM). The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include: • Marketing & Campaign Management • Customer Management • Case Management • Interaction, Channel and Messaging Management • AI • Insights • Reporting & Intelligence • Customer Experience (Customer Portal and App) Additional capabilities can be provided by on first- or third-party basis, and include: • Identity, Verification & Authentication • Secure Digital Exchange Communications (SDEC) • Fraud • Data & Integration Management • Operational Management • Knowledge Management • Non-Compliance Management The Supplier is also expected to provide an element of professional services to support implementation that the Authority can call down on.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

SALESFORCE UK LIMITED

Matched by number

Published award value: £2bn
Awarded: 7 Sept 2026
Award ID: 1
Status: active
Identifier: GB-COH 05094083
Location: London, UKI31, EC2N 4AY, United Kingdom

Classification

No classification was supplied.

Lots

Lot 1Value not stated

Documents and notices

Contract details notice on Find a TenderOpen source ↗
Fully Signed and Redacted Model Services Contract (MSC)Open source ↗

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id: SR2412633519
Status: complete
Procurement Method: open
Procurement Method Details: Competitive flexible procedure

Legal basis

Id: 2023/54
Scheme: UKPGA
Uri: https://www.legislation.gov.uk/ukpga/2023/54/contents ↗

Lots and requirements

Entry 1

Id: 1
Status: complete

Published documents

Entry 1

Id: conflictOfInterest
Document Type: conflictOfInterest
Description: Not published

Buyer, suppliers and contacts

Organisation 1

Name: HM Revenue & Customs
Id: GB-PPON-PVMW-8599-JZNJ

Identifier

Scheme: GB-PPON
Id: PVMW-8599-JZNJ

Address

Street Address: 100 Parliament Street
Locality: London
Postal Code: SW1A 2BQ
Country: GB
Country Name: United Kingdom
Region: UKI32

Contact

Name: Customer Engagement Platforms Team
Email: it-customer-engagement@hmrc.gov.uk

Roles

buyer

Details

Classifications

Entry 1

Scheme: UK_CA_TYPE
Id: publicAuthorityCentralGovernment
Description: Public authority - central government

Organisation 2

Name: BARINGA PARTNERS LLP
Id: GB-COH-OC303471
Role Details: Supporting HMRC Commercial to deliver the end-to-end procurement

Identifier

Scheme: GB-COH
Id: OC303471

Additional Identifiers

Entry 1

Scheme: GB-PPON
Id: PBCH-8892-NJGT

Address

Street Address: 62 Buckingham Gate
Locality: London
Postal Code: SW1E 6AJ
Country: GB
Country Name: United Kingdom
Region: UKI32

Contact

Email: tenders@baringa.com

Roles

procuringEntity

Details

Url: https://www.baringa.com/en/ ↗

Organisation 3

Name: TLT LLP
Id: GB-COH-OC308658
Role Details: External legal counsel advising on Contract

Identifier

Scheme: GB-COH
Id: OC308658

Additional Identifiers

Entry 1

Scheme: GB-PPON
Id: PHZR-1968-PDCV

Address

Street Address: One Redcliff Street
Locality: Bristol
Postal Code: BS1 6TP
Country: GB
Country Name: United Kingdom
Region: UKK11

Contact

Email: tenders@tlt.com

Roles

procuringEntity

Details

Url: http://www.TLT.com ↗

Organisation 4

Name: SALESFORCE UK LIMITED
Id: GB-COH-05094083

Identifier

Scheme: GB-COH
Id: 05094083

Additional Identifiers

Entry 1

Scheme: GB-PPON
Id: PTXG-8329-VLGH

Address

Street Address: Floor 26 Salesforce Tower
Locality: London
Postal Code: EC2N 4AY
Country: GB
Country Name: United Kingdom
Region: UKI31

Contact

Email: hmrc-ecrm@salesforce.com

Roles

supplier

Details

Url: http://www.salesforce.com ↗
Scale: large
Vcse: No
Public Service Mission Organization: No
Sheltered Workshop: No

Award information

Award 1

Id: 1
Status: active
Main Procurement Category: services

Items

Item 1

Id: 1
Related Lot: 1

Additional Classifications

Entry 1

Scheme: CPV
Id: 48000000
Description: Software package and information systems

Entry 2

Scheme: CPV
Id: 72000000
Description: IT services: consulting, software development, Internet and support

Delivery locations

Entry 1

Region: UK
Country: GB
Country Name: United Kingdom

Suppliers

Supplier 1

Id: GB-COH-05094083
Name: SALESFORCE UK LIMITED

Related lots

Contracts and changes

Entry 1

Id: 1
Award ID: 1
Title: HMRC Customer Relationship Management
Status: active
Has Renewal: Yes
Above Threshold: Yes
Date Signed: 30 Sept 2026, 00:00

Period

Starts: 30 Sept 2026, 00:00
Ends: 29 Sept 2036, 23:59
Max Extent Date: 30 Sept 2041, 00:59

Renewal

Description: Two optional extensions; up to an additional three (3) years plus up to an additional two (2) years.

Value

Including VAT: 2,400,000,000
Amount: 2,000,000,000
Currency: GBP

Documents

Entry 1

Id: A-24128
Document Type: contractSigned
Description: Fully Signed and Redacted Model Services Contract (MSC)
Url: https://www.find-tender.service.gov.uk/Notice/Attachment/A-24128 ↗
Format: application/pdf

Entry 2

Id: 097304-2026
Document Type: contractNotice
Notice Type: UK7
Description: Contract details notice on Find a Tender
Url: https://www.find-tender.service.gov.uk/Notice/097304-2026 ↗
Published: 15 Oct 2026, 10:00
Format: text/html

Agreed Metrics

Entry 1

Id: 1
Title: Uptime (A)
Description: Availability of applicable Supplier Services and capability as delivered by the platform provider, independent of local configuration or customisation.

Observations

Entry 1

Id: frequency

Period

Duration In Months: 1

Entry 2

Id: 2
Title: Uptime (B)
Description: Availability of Data Cloud services.

Observations

Entry 1

Id: frequency

Period

Duration In Months: 1

Entry 3

Id: 3
Title: Responsiveness
Description: Page Response Time

Observations

Entry 1

Id: frequency

Period

Duration In Months: 3

Entry 4

Id: 4
Title: Social Value
Description: Annual reporting by Supplier on Sustainability efforts.

Observations

Entry 1

Id: frequency

Period

Duration In Months: 12

Recorded locations

Buyer location · London · UKI32 · SW1A 2BQ · United Kingdom

Notice and amendment history

3 published notice versions reviewed by ProcuraAxis.

3 VERSIONS

049589-2026Tender notice on Find a Tender · 27 May 2026, 12:01
085039-2026Contract award notice on Find a Tender · 8 Sept 2026, 15:47
097304-2026Contract details notice on Find a Tender · 15 Oct 2026, 10:00

PROCURAAXIS AWARD ANALYSIS

Award outcome intelligence

Evidence-bound analysis of the published award appears below the official tender and award information.

ANALYSIS PREVIEW

Award intelligence at a glance

HM Revenue & Customs awarded Salesforce UK Limited a contract for a SaaS customer relationship management platform and associated implementation professional services.

Published outcome signals

Tender notice published27 May 2026Evidence: Release history records a Tender notice on Find a Tender dated 2026-05-27.
Award announcement8 September 2026Evidence: Award record gives award_date 2026-09-08; release history records a Contract award notice on that date.
Contract signed30 September 2026Evidence: Contract 1 has dateSigned 2026-09-30 and includes a document described as “Fully Signed and Redacted Model Services Contract (MSC)”.

97% approved-analysis confidence1 supplier record analysed3 source limitations

SOURCE AND FRESHNESS

Traceable procurement data

Source: Find a Tender
Notice reference: 097304-2026
OCID: ocds-h6vhtk-0584b5
First published: 8 Sept 2026
Last checked: 15 Oct 2026, 11:05
Notice versions reviewed: 3

View Find a Tender notice ↗

HOW THIS WAS PREPARED

Approved, evidence-bound analysis

ProcuraAxis structures information found in published procurement records, checks the result for consistency and publishes only approved analysis. Confidence describes the completeness and consistency of the available source information; it is not a guarantee of eligibility or contract award.

Analysis status: Approved for publication
Analysed: 15 Oct 2026

Read the analysis methodology →

AWARD OUTCOME

What happened

HM Revenue & Customs awarded Salesforce UK Limited a contract for a SaaS customer relationship management platform and associated implementation professional services.

Published outcome

A single active award for lot 1 is recorded to Salesforce UK Limited. The contract record states it was signed on 30 September 2026 and starts on that date.

Market significance

This is a £2.0bn net (£2.4bn gross) central-government CRM and related services contract with a 10-year initial term and optional extensions of up to five additional years.

AWARDED SUPPLIERS AND LOTS

1 supplier record analysed

SALESFORCE UK LIMITED

99% confidence

Award 1 · Lots 1 · £2,000,000,000 net; £2,400,000,000 gross GBP · Active award and contract

View supporting evidence

Award 1 names SALESFORCE UK LIMITED as supplier for lot 1. The supplier is verified against Companies House number 05094083. Contract 1, linked to award 1, states the contract-level values.

LIFECYCLE

Award or contract stage

Tender notice published

98% confidence

27 May 2026

View supporting evidence

Release history records a Tender notice on Find a Tender dated 2026-05-27.

Award announcement

98% confidence

8 September 2026

View supporting evidence

Award record gives award_date 2026-09-08; release history records a Contract award notice on that date.

Contract signed

99% confidence

30 September 2026

View supporting evidence

Contract 1 has dateSigned 2026-09-30 and includes a document described as “Fully Signed and Redacted Model Services Contract (MSC)”.

Contract start

99% confidence

30 September 2026

View supporting evidence

Contract period startDate is 2026-09-30.

Contract details notice published

99% confidence

15 October 2026

View supporting evidence

Contract document 097304-2026 is a Contract details notice with datePublished 2026-10-15.

Current recorded status

99% confidence

Active

View supporting evidence

Award 1 and contract 1 are both marked active.

VALUES

Published values explained

Contract value excluding VAT

99% confidence

£2,000,000,000

View supporting evidence

Contract 1 value.amount is 2000000000 GBP.

Contract value including VAT

99% confidence

£2,400,000,000

View supporting evidence

Contract 1 value.amountGross is 2400000000 GBP.

Value allocation

98% confidence

Contract-level value; no separate lot value published

View supporting evidence

The contract is linked to award 1 and lot 1, while the published lot record has no value_amount.

TIMELINE

Procurement timeline

Initial term

99% confidence

30 September 2026 to 29 September 2036

View supporting evidence

Contract period startDate is 2026-09-30 and endDate is 2036-09-29.

Maximum possible end date

99% confidence

29 September 2041

View supporting evidence

Contract period maxExtentDate is 2041-09-29.

Extension structure

99% confidence

Two optional extensions: up to three years, then up to two years

View supporting evidence

Contract renewal description states: “Two optional extensions; up to an additional three (3) years plus up to an additional two (2) years.”

SCOPE

What was awarded

Requirement

99% confidence

SaaS CRM platform and associated professional services

View supporting evidence

Tender description describes a Software as a Service CRM platform and professional services callable by HMRC for implementation support.

Core capabilities

98% confidence

Marketing and campaign management; customer and case management; interaction, channel and messaging management; AI; insights; reporting and intelligence; customer portal and app

View supporting evidence

Tender description lists these as core capabilities, to be delivered on a first-party basis by the vendor.

Additional capabilities

98% confidence

Identity, verification and authentication; secure digital exchange communications; fraud; data and integration management; operational, knowledge and non-compliance management

View supporting evidence

Tender description lists these as additional capabilities, which may be delivered on a first- or third-party basis.

Service classification

99% confidence

Software package and information systems; IT consulting, software development, internet and support

View supporting evidence

Award item classifications list CPV 48000000 and 72000000.

Delivery geography

98% confidence

United Kingdom

View supporting evidence

Award item delivery address is region UK, country GB.

PROCEDURE

Procedure and competition

Procurement method

99% confidence

Open

View supporting evidence

Tender procurementMethod is recorded as open.

Procedure detail

99% confidence

Competitive flexible procedure

View supporting evidence

Tender procurementMethodDetails is “Competitive flexible procedure”.

Lot structure

99% confidence

One completed lot (lot 1)

View supporting evidence

Tender data contains one lot, ID 1, with status complete; award 1 is related to lot 1.

Bidder count and evaluation results

99% confidence

Unknown

View supporting evidence

Information not supplied in the published notice data.

CONTRACT TERMS

Published contract terms

Contract status

99% confidence

Active

View supporting evidence

Contract 1 status is active.

Renewal option

99% confidence

Yes

View supporting evidence

Contract hasRenewal is true.

Performance measures

98% confidence

Monthly uptime for applicable supplier services and Data Cloud; quarterly page-response-time reporting; annual supplier sustainability reporting

View supporting evidence

Contract agreedMetrics lists Uptime (A), Uptime (B), Responsiveness and Social Value, with their observation frequencies.

Professional services arrangement

98% confidence

Implementation support may be called down by HMRC

View supporting evidence

Tender description states the authority can call down professional services to support implementation.

COMMERCIAL VIEW

Commercial observations

Commercial model

95% confidence

Long-term platform contract combining CRM software, optional related capabilities and callable implementation services

View supporting evidence

The scope specifies a SaaS CRM platform, optional first- or third-party additional capabilities, and call-down professional services; the initial term is 10 years.

Supplier delivery constraint

99% confidence

Core capabilities must be provided on a first-party basis; additional capabilities may use first- or third-party provision

View supporting evidence

Tender description expressly distinguishes the first-party requirement for core capabilities from the flexibility for additional capabilities.

Service oversight

98% confidence

Published metrics cover platform availability, Data Cloud availability, response times and annual sustainability reporting

View supporting evidence

Contract agreedMetrics list these measures and reporting frequencies.

ANALYSIS QUALITY

97%overall confidence

Confidence reflects the completeness and consistency of the published award data.

Reference: ocds-h6vhtk-0584b5
Analysed: 15 Oct 2026

APPROVED AWARD ANALYSIS

BUYER CONTEXT

Buyer context

Buyer

99% confidence

HM Revenue & Customs

View supporting evidence

Buyer party is HM Revenue & Customs.

Buyer type

99% confidence

Central government public authority

View supporting evidence

Buyer classification is publicAuthorityCentralGovernment.

Buyer location

99% confidence

London, United Kingdom

View supporting evidence

Buyer address is 100 Parliament Street, London, SW1A 2BQ.

Procurement support

98% confidence

Baringa Partners LLP supported HMRC Commercial on the end-to-end procurement; TLT LLP acted as external legal counsel advising on the contract

View supporting evidence

Party roleDetails provide these descriptions.

SUPPLIER CONTEXT

Supplier context

Legal supplier

99% confidence

SALESFORCE UK LIMITED

View supporting evidence

Supplier identity is verified by company-number match to Companies House number 05094083.

Supplier size

98% confidence

Large

View supporting evidence

Supplier party details record scale as large.

Supplier location

98% confidence

London, United Kingdom

View supporting evidence

Supplier address is Salesforce Tower, London, EC2N 4AY.

RENEWAL OUTLOOK

Renewal outlook

Earliest extension decision point

86% confidence

Estimate: before the initial term ends on 29 September 2036

View supporting evidence

The contract has a stated initial end date of 2026-09-29 and optional extensions. The notice does not state when HMRC will decide on options.

Maximum term if all options are exercised

99% confidence

15 years, ending 29 September 2041

View supporting evidence

The initial 10-year term, optional extensions totalling up to five years, and maxExtentDate of 2041-09-29 support this maximum term.

DATA QUALITY

Gaps and source limitations

Award and contract evidence

96% confidence

High quality

View supporting evidence

The published data identifies one supplier, award, lot and linked active contract, and provides a signed-contract date, term, values and supporting contract document.

Supplier identity

99% confidence

Verified

View supporting evidence

SALESFORCE UK LIMITED is matched by company number 05094083; supplier verification status is verified.

Lot detail

99% confidence

Lot 1 has no published title, description or separate value

View supporting evidence

Lot 1 fields for title, description and value are null. Information not supplied in the published notice.

Competition and evaluation detail

99% confidence

Not published in supplied data

View supporting evidence

No bidder count, scoring, pricing breakdown or award rationale is provided. Information not supplied in the published notice.

SOURCE DATA LIMITATIONS

Information not supplied in the published notice

Lot 1 has no published title, description or individual value.
The published notice data does not provide bid counts, evaluation scores, award rationale, pricing breakdowns or savings information.
The notice does not state dates for exercising the extension options; any extension decision timing is therefore only an estimate based on the explicit initial end date.

MARKET THEMES

Relevant award themes

COMMON QUESTIONS

About this award

Who won the HMRC Customer Relationship Management contract?

SALESFORCE UK LIMITED, verified by Companies House number 05094083, is the sole supplier recorded for award 1 and lot 1.

What is the value of the HMRC CRM contract?

The contract value is £2.0bn excluding VAT and £2.4bn including VAT. These are contract-level values.

When does the HMRC CRM contract run?

The initial term runs from 30 September 2026 to 29 September 2036. Two optional extensions could take the maximum end date to 29 September 2041.

Was the HMRC CRM contract signed?

Yes. The contract record gives a signed date of 30 September 2026 and lists a fully signed and redacted Model Services Contract document.

ProcuraAxis award analysis supplements, but does not replace, the official award notice, contract data or procurement documents. “Awarded” does not by itself prove that a contract has been signed.

HMRC Customer Relationship Management

Opportunity overview

Awarded to

SALESFORCE UK LIMITED

Classification

Lots

Documents and notices

Published notice details

Scope, procedure and submissions

Legal basis

Lots and requirements

Published documents

Buyer, suppliers and contacts

Identifier

Address

Contact

Roles

Details

Classifications

Identifier

Additional Identifiers

Address

Contact

Roles

Details

Identifier

Additional Identifiers

Address

Contact

Roles

Details

Identifier

Additional Identifiers

Address

Contact

Roles

Details

Award information

Items

Additional Classifications

Delivery locations

Suppliers

Related lots

Contracts and changes

Period

Renewal

Value

Documents

Agreed Metrics

Observations

Period

Observations

Period

Observations

Period

Observations

Period

Recorded locations

Notice and amendment history

Award intelligence at a glance

Published outcome signals

Traceable procurement data

Approved, evidence-bound analysis

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