Tender

Provision of Contact Centre with Call Recording & Transcription (PR2207)

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN

This public procurement record has 2 releases in its history.

Tender

19 Dec 2023 at 14:22

Tender Notice
Tender

19 Dec 2023 at 14:17

Tender Notice
Summary of the contracting process

The Parliamentary and Health Service Ombudsman has initiated a tender process for the provision of a contact centre with call recording and transcription services. The title of the tender is "Provision of Contact Centre with Call Recording & Transcription (PR2207)" and falls under the industry category of networks. The procurement stage is currently active, with a deadline for tender submissions set for January 17, 2024. The contract period is scheduled to run from February 12, 2024, to April 24, 2025. The total contract value is £100,000.

This tender offers opportunities for businesses providing services related to maintenance of information technology software and networks. Small and medium enterprises (SMEs) are particularly well-suited to compete. The procurement method details are described as "Other," indicating a potentially innovative approach to the contracting process. Businesses based in the United Kingdom, especially in England, are encouraged to consider this opportunity for business growth and potential collaboration with the Parliamentary and Health Service Ombudsman.

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Notice Information

Notice Title

Provision of Contact Centre with Call Recording & Transcription (PR2207)

Notice Description

Provision of the implementation and support for a Microsoft Dynamics integrated Telephony Contact Centre with Call Recording & Transcription solution including but not limited to the following:- 1) Acquire a call recording and transcription product which automatically records calls and transcribe the conversation. The files must link to cases/contacts so they can easily be located, 2) Acquire a contact centre solution that integrates into Dynamics 365 (PHSO CMS) with call recording and transcription capabilities. 3) Call activity should also allow users to insert notes and show time stamps for activities on each case/contact. 4) The ability to stop/start recordings and access files to playback recordings. 5) The product must be able to support different retention policies and any non-casework call recordings and transcription should be purged within 30 days. 6) Access to files for review, training and learning purposes. 7) The ability to access files, for Subject Access Request (SAR) and for data mining and learning purposes in a format that meets PHSO requirements. Please refer to ProContract eTendering portal (https://procontract.due-north.com/Login).

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/e9f5e666-e807-4c8d-88f7-71ddeb6cb052
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other -
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

64 - Postal and telecommunications services

72 - IT services: consulting, software development, Internet and support

CPV Codes

32400000 - Networks

32510000 - Wireless telecommunications system

32520000 - Telecommunications cable and equipment

32570000 - Communications equipment

32580000 - Data equipment

64210000 - Telephone and data transmission services

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£100,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
19 Dec 20232 years ago
Submission Deadline
17 Jan 2024Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
12 Feb 2024 - 24 Apr 2025 1-2 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
PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MANCHESTER
Postcode
M2 3HQ
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD33 Manchester
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Manchester
Electoral Ward
Deansgate
Westminster Constituency
Manchester Central

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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