Notice Information
Notice Title
Analytics and Quality Management
Notice Description
HMRC requires a replacement best of breed Transcription, 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, to analyse how it interacts with its customers. 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
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, Additional information: A consumption-based charging model is required, of which more information is contained in the tender documents. HMRC recognises that suppliers may wish to use a version of hosted or shared services to meet HMRC requirements, and this has been accounted for in the tender process.
Renewal: A maximum of two extension periods of 12 months will be allowable (overall term 27+12+12). The 27 initial period is to accommodate a three-month implementation timeframe and 24-month operational term; this is set out contractually in the tender documents.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-0296db
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/017074-2021
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- Not specified
- 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
48300000 - Document creation, drawing, imaging, scheduling and productivity software package
48314000 - Voice recognition software package
48330000 - Scheduling and productivity 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
- £5,188,333 £1M-£10M
- Lots Value
- £2,748,333 £1M-£10M
- Awards Value
- Not specified
- Contracts Value
- £2,740,000 £1M-£10M
Notice Dates
- Publication Date
- 20 Jul 20214 years ago
- Submission Deadline
- 29 Mar 2021Expired
- Future Notice Date
- Not specified
- Award Date
- 5 Jul 20214 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- HMRC
- Contact Name
- Sarah Phillips
- Contact Email
- sarah.phillips@hmrc.gov.uk
- Contact Phone
- +44 3000510017
Buyer Location
- Locality
- SALFORD
- Postcode
- M60 9LA
- Post Town
- 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
Notice URLs
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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