Award

PR2207A - Call Centre With Call Recording & Transcription

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN

This public procurement record has 1 release in its history.

Award

25 Oct 2024 at 08:43

Award Notice
Summary of the contracting process

The Parliamentary and Health Service Ombudsman has completed the procurement process for a call centre with call recording and transcription capabilities, titled "PR2207A - Call Centre With Call Recording & Transcription." This project falls under the Telecommunications equipment and supplies industry category and involves the implementation of a telephony contact centre integrated with Microsoft Dynamics 365. The procurement was conducted using a direct award method, and the contract, valued at £106,091, was awarded to Microsoft Limited. Key dates include the tender period ending on 22 October 2024, the award date of 25 October 2024, and the contract period from 1 November 2024 to 31 October 2025. The project will be executed in the United Kingdom, with the primary location in England.

This tender presents significant opportunities for businesses specialising in telecommunications, software development, and integrated customer service solutions. Companies that offer advanced call recording and transcription technologies, especially those with experience in integrating systems with Microsoft Dynamics 365, will find this project well-suited to their expertise. The procurement provides a year-long contract that can boost business growth through the provision of customised and scalable solutions for a high-profile public sector client. Businesses that can demonstrate capabilities in managing data security, ensuring compliance with retention policies, and enhancing user accessibility for training and data analysis purposes stand to gain the most from participating in such tenders.

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Notice Information

Notice Title

PR2207A - Call Centre With Call Recording & Transcription

Notice Description

Contract to be completed within 12 months. 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-876c7204-c79b-460c-be81-881b4d30337e
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/27d7f270-cbc8-43f4-8ab9-6eada9f2b79b
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Direct award
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

32400000 - Networks

32500000 - Telecommunications equipment and supplies

Notice Value(s)

Tender Value
£106,091 £100K-£500K
Lots Value
Not specified
Awards Value
£106,091 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
25 Oct 20241 years ago
Submission Deadline
22 Oct 2024Expired
Future Notice Date
Not specified
Award Date
24 Oct 20241 years ago
Contract Period
1 Nov 2024 - 31 Oct 2025 6-12 months
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
PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN
Contact Name
Not specified
Contact Email
procurements@ombudsman.org.uk
Contact Phone
Not specified

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
Not specified
Local Authority
Manchester
Electoral Ward
Deansgate
Westminster Constituency
Manchester Central

Supplier Information

Number of Suppliers
1
Supplier Name

MICROSOFT

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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