Provision of Debt Collection Services

HMRC is inviting suppliers to take part in pre-market engagement to help us understand market capability, appetite and delivery options for future third-party debt collection services.
HMRC wants to understand what the market can offer across the end-to-end debt recovery lifecycle, including debt collection, debt analytics, affordability assessment, data enrichment, customer engagement, vulnerability support and related debt collection services.
HMRC is particularly interested in understanding how suppliers can combine these capabilities to ensure debts are collected fairly and sustainably, including the identification and ethical treatment of vulnerable customers, improved recovery outcomes, customer experience, operational resilience and value for money.
The services HMRC may need could include, but aren't limited to:
• Managed debt collection services
• Debt collection agency services
• Debt placement and allocation services
• Debt segmentation and treatment strategy services
• Customer contact and engagement services
• Digital self-service repayment solutions
• Affordability assessment services
• Open Banking enabled repayment and affordability solutions
• Data enrichment and tracing services
• Debt analytics and predictive modelling services
• Vulnerability identification and support services
• Overseas debt recovery services
• Business debt recovery services
• Fraud, error and debt analytics services
• Management information, reporting and performance analytics
• Continuous improvement and debt recovery optimisation services
These products/services are expected to be key enablers to deliver the following capabilities:
• Recovery of Government debt in a fair, proportionate and compliant manner
• Management of multiple debt collection agencies and recovery channels
• Identification of the most appropriate treatment strategy for individual debtors
• Improved ability to contact customers through data enrichment and tracing
• Affordability and vulnerability...