Notice Information
Notice Title
Analytics and Quality Management
Notice Description
HMRC have procured a Transcription, Voice Analytics & Quality Management Services which will integrate with current telephony partners and the existing HMRC telephony estate. The competition was ran via Open Procedure, The service will need to integrate with HMRC's current telephony services, which sit within an Odigo platform, with Nuance call steering and voice recordings stored on HMRC's cloud infrastructure. The current telephony service has 30k configured users, 9k concurrent users who handle 30m calls per year. The services provided must be flexible and scalable to cope not only with HMRC's large annual call volumes but also with distinct business areas and several peaks periods throughout the year.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/a5c85081-3a17-4e51-be88-890a231e7a57
- Current Stage
- Award
- All Stages
- Planning, Tender, Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure (above threshold)
- Tender Suitability
- SME
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
32 - Radio, television, communication, telecommunication and related equipment
48 - Software package and information systems
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
32543000 - Telephone switchboards
32583000 - Data and voice media
48000000 - Software package and information systems
72212314 - Voice recognition software development services
72212512 - Interactive voice response software development services
72221000 - Business analysis consultancy services
72222000 - Information systems or technology strategic review and planning services
72223000 - Information technology requirements review services
72224000 - Project management consultancy services
72225000 - System quality assurance assessment and review services
72226000 - System software acceptance testing consultancy services
72227000 - Software integration consultancy services
72228000 - Hardware integration consultancy services
72251000 - Disaster recovery services
72252000 - Computer archiving services
72253000 - Helpdesk and support services
72254000 - Software testing
72261000 - Software support services
Notice Value(s)
- Tender Value
- £6,379,208 £1M-£10M
- Lots Value
- Not specified
- Awards Value
- £6,379,208 £1M-£10M
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 16 Dec 20241 years ago
- Submission Deadline
- 29 Mar 2021Expired
- Future Notice Date
- 12 Feb 2021Expired
- Award Date
- 5 Jul 20214 years ago
- Contract Period
- 5 Jul 2021 - 5 Oct 2023 2-3 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Not Specified
- Awards Status
- Active
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- H M REVENUE & CUSTOMS
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- LONDON
- Postcode
- SW1A 2BQ
- Post Town
- South West London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI3 Inner London - West
- Small Region (ITL 3)
- TLI35 Westminster and City of London
- Delivery Location
- Not specified
-
- Local Authority
- Westminster
- Electoral Ward
- St James's
- Westminster Constituency
- Cities of London and Westminster
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/a5c85081-3a17-4e51-be88-890a231e7a57
16th December 2024 - Awarded contract notice on Contracts Finder -
https://www.contractsfinder.service.gov.uk/Notice/d1bec01b-123a-4fb4-a4e2-77d2bfcbc39d
27th July 2021 - Opportunity notice on Contracts Finder -
https://www.contractsfinder.service.gov.uk/Notice/47cb2807-9d1d-4b4d-8270-f693b4c5d0ef
25th January 2021 - Early engagement notice on Contracts Finder
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.
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