Notice Information
Notice Title
Analytics and Quality Management
Notice Description
HMRC requires a replacement best of breed Voice Analytics and Quality Management Service to undertake detailed analysis of all calls received by HMRC and, in due course, analysis on data from other digital interactions such as webchat. 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.
Lot Information
Lot 1
There are two main purposes of this PIN, which are to facilitate early market engagement as follows: 1)To gauge feedback on our proposed approach to terms and conditions (T&Cs). Of particular interest is suppliers' feedback on: a)Suitability of this contract structure for the services that would be proposed b)Any terms that would be in direct conflict with those being proposed, because of the commercial solution being proposed c)An understanding of the commercial options available for procurement of these style of services 2)To stimulate market interest and gain insight into the key features of available services. Interested suppliers will be given access to a Request for Information (RFI) exercise in the form of an electronic questionnaire within HMRC's SAP Ariba portal. The RFI will include any relevant documentation, including the proposed T&Cs. Additional information: HMRC requires Voice Analytics & Quality Management Services that integrate with current telephony partners Odigo and Nuance. 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 several peaks periods throughout the year.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-028c35
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/001247-2021
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
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
48300000 - Document creation, drawing, imaging, scheduling and productivity software package
48314000 - Voice recognition software package
48330000 - Scheduling and productivity software package
48333000 - Contact management software package
48512000 - Interactive voice response software package
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
- £3,460,000 £1M-£10M
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 21 Jan 20215 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 22 Feb 2021Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planned
- Lots Status
- Planned
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- HMRC
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- SALFORD
- Postcode
- M60 9LA
- Postcode Area
- Manchester
- Country
- England
-
- Major Region (ITL 1)
- TLD North West (England)
- Basic Region (ITL 2)
- TLD3 Greater Manchester
- Small Region (ITL 3)
- TLD34 Greater Manchester South West
- Delivery Location
- Not specified
-
- Local Authority
- Salford
- Electoral Ward
- Ordsall
- Westminster Constituency
- Salford
Further Information
Open Contracting Data Standard (OCDS)
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.