Tender

GB-London: CON-21-033 Recorded Voice

FINANCIAL CONDUCT AUTHORITY

This public procurement record has 1 release in its history.

Tender

19 Mar 2021 at 08:50

Tender Notice
Summary of the contracting process

The Financial Conduct Authority (FCA) is conducting a public procurement process titled "GB-London: CON-21-033 Recorded Voice" that falls under the services category, specifically focusing on sound recordings (CPV code: 32353000). The procurement is currently at the tender stage, with a submission deadline set for 16 April 2021. This contract, valued between £25,000 and £50,000, aims to enhance the FCA's customer support for regulated firms through improved interactive voice response (IVR) technology. The work will be delivered in London, with the contract period running from 1 September 2021 to 31 August 2024.

This tender presents a significant opportunity for small and medium-sized enterprises (SMEs) experienced in voice technology solutions, particularly those skilled in developing high-quality voice prompts and customer experience enhancements. Suppliers with expertise in IVR structure and scripting will find this tender especially relevant, as the FCA seeks to leverage advanced call routing to manage over 300,000 queries annually. Participating in this process could promote business growth by gaining a contract with a leading financial regulatory authority in the UK.

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Notice Information

Notice Title

GB-London: CON-21-033 Recorded Voice

Notice Description

The FCA's Supervision Hub provides direct multi-channel support to UK consumers regarding regulated firms, and to over 50,000 regulated firms on their regulatory obligation and use of or systems. We handle 300,000 queries a year most of when come via our telephony channel. Due to the complexity and variety of calls received it is essential that we can effectively route calls to the most appropriately experienced Supervisor, this is done through or IVR using a mixture of directive promotes and passive call routing technology. We require a supplier with both technical experience in delivering high quality voice prompts, and to assist us in delivering positive customer experience through IVR technology. Providing advice and guidance on IVR structure and scripting when required. Additional information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-47b8860a-8ac6-40e1-bd2c-16646fbbbc58
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c57eb1a8-60b8-41bb-b17f-11de9cdc9e8c
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

CPV Codes

32353000 - Sound recordings

Notice Value(s)

Tender Value
£50,000 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
19 Mar 20214 years ago
Submission Deadline
16 Apr 2021Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
31 Aug 2021 - 31 Aug 2024 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
FINANCIAL CONDUCT AUTHORITY
Contact Name
Phil Lamacraft
Contact Email
isprocurement@fca.org.uk
Contact Phone
02070661000

Buyer Location

Locality
LONDON
Postcode
E20 1JN
Post Town
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI41 Hackney and Newham
Delivery Location
TLI London
Local Authority
Newham
Electoral Ward
Stratford Olympic Park
Westminster Constituency
Stratford and Bow

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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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