Notice Information
Notice Title
Quality Assurance and Speech Analytics - PP1015
Notice Description
Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and as part of this transition have moved away from the previous Quality Management System . Quality Management is vital to our business, especially our Contact Centre and as part of this transition we are looking to implement a new solution for this purpose. We would like to enter into contract with a suitable provider who can implement an automated quality management system across all our calls, emails and live chats. The contract will be awarded for 24 months with 2x further options to extend for a further 12 months (2+1+1). Provision of the service is expected to commence April 2021.
Lot Information
Lot 1
The previous quality management system was manually implemented. Moving to a system that is based on speech and contact monitoring, with artificial intelligence built into it, will enable greater coverage in terms of quality assurance, but also greater insight into our customers' experience. Our requirements are as follows: -Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system. -Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements. -Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this. -Set up and implementation support. -Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata -Ensure/advise that the 'to be' design is GDPR compliant. -Assist Orbit with defining of implementation and monitoring metrics. -With assistance from Orbit, produce documentation required to support the new service(s) in BAU. -Training delivery for users and super users of the system -Ensure that existing retention policies regarding data backups remain in force.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-02a46e
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/007421-2021
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
71 - Architectural, construction, engineering and inspection services
72 - IT services: consulting, software development, Internet and support
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
71700000 - Monitoring and control services
72000000 - IT services: consulting, software development, Internet and support
79512000 - Call centre
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 9 Apr 20214 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 9 Apr 20214 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Cancelled
- Lots Status
- Cancelled
- Awards Status
- Unsuccessful
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- ORBIT GROUP LIMITED
- Contact Name
- Not specified
- Contact Email
- group.tenders@orbit.org.uk
- Contact Phone
- +44 2476438000
Buyer Location
- Locality
- COVENTRY
- Postcode
- CV3 2SU
- Post Town
- Coventry
- Country
- England
-
- Major Region (ITL 1)
- TLG West Midlands (England)
- Basic Region (ITL 2)
- TLG3 West Midlands
- Small Region (ITL 3)
- TLG33 Coventry
- Delivery Location
- Not specified
-
- Local Authority
- Coventry
- Electoral Ward
- Wyken
- Westminster Constituency
- Coventry East
Further Information
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.
{
"tag": [
"compiled"
],
"id": "ocds-h6vhtk-02a46e-2021-04-09T15:29:52+01:00",
"date": "2021-04-09T15:29:52+01:00",
"ocid": "ocds-h6vhtk-02a46e",
"description": "In March 2021, we completed a review of internal business and project resources for 2021-22. Considering some emerging and changing business priorities and increased capacity challenges with internal delivery resources, it has been decided to put the Quality Assurance and Speech Analytics project on hold. The implementation of the system and business capability remains and business ambition. However, considering the full project portfolio review, it is been put on hold for an initial 6-month period to be reviewed again later in the year.",
"initiationType": "tender",
"tender": {
"id": "DN518312",
"legalBasis": {
"id": "32014L0024",
"scheme": "CELEX"
},
"title": "Quality Assurance and Speech Analytics - PP1015",
"status": "cancelled",
"classification": {
"scheme": "CPV",
"id": "72000000",
"description": "IT services: consulting, software development, Internet and support"
},
"mainProcurementCategory": "services",
"description": "Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and as part of this transition have moved away from the previous Quality Management System . Quality Management is vital to our business, especially our Contact Centre and as part of this transition we are looking to implement a new solution for this purpose. We would like to enter into contract with a suitable provider who can implement an automated quality management system across all our calls, emails and live chats. The contract will be awarded for 24 months with 2x further options to extend for a further 12 months (2+1+1). Provision of the service is expected to commence April 2021.",
"lots": [
{
"id": "1",
"description": "The previous quality management system was manually implemented. Moving to a system that is based on speech and contact monitoring, with artificial intelligence built into it, will enable greater coverage in terms of quality assurance, but also greater insight into our customers' experience. Our requirements are as follows: -Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system. -Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements. -Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this. -Set up and implementation support. -Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata -Ensure/advise that the 'to be' design is GDPR compliant. -Assist Orbit with defining of implementation and monitoring metrics. -With assistance from Orbit, produce documentation required to support the new service(s) in BAU. -Training delivery for users and super users of the system -Ensure that existing retention policies regarding data backups remain in force.",
"awardCriteria": {
"criteria": [
{
"name": "Quality",
"type": "quality",
"description": "70"
},
{
"type": "price",
"description": "30"
}
]
},
"hasOptions": false,
"status": "cancelled"
}
],
"items": [
{
"id": "1",
"additionalClassifications": [
{
"scheme": "CPV",
"id": "71700000",
"description": "Monitoring and control services"
},
{
"scheme": "CPV",
"id": "79512000",
"description": "Call centre"
}
],
"deliveryAddresses": [
{
"region": "UK"
}
],
"relatedLot": "1"
}
],
"procurementMethod": "open",
"procurementMethodDetails": "Open procedure"
},
"awards": [
{
"id": "007421-2021-Quality Assurance and Speech Analytics - PP1015-1",
"relatedLots": [
"1"
],
"status": "unsuccessful",
"statusDetails": "discontinued"
}
],
"parties": [
{
"id": "GB-FTS-455",
"name": "Orbit Group Limited",
"identifier": {
"legalName": "Orbit Group Limited"
},
"address": {
"streetAddress": "Garden Court, Harry Weston Road, Binley Business Park",
"locality": "Coventry",
"region": "UK",
"postalCode": "CV3 2SU",
"countryName": "United Kingdom"
},
"contactPoint": {
"telephone": "+44 2476438000",
"email": "group.tenders@orbit.org.uk"
},
"roles": [
"buyer"
],
"details": {
"url": "http://procontract.due-north.com",
"buyerProfile": "http://www.orbit.org.uk",
"classifications": [
{
"scheme": "TED_CA_TYPE",
"id": "BODY_PUBLIC",
"description": "Body governed by public law"
},
{
"scheme": "COFOG",
"id": "06",
"description": "Housing and community amenities"
}
]
}
},
{
"id": "GB-FTS-5068",
"name": "Royal Courts of Justice",
"identifier": {
"legalName": "Royal Courts of Justice"
},
"address": {
"streetAddress": "The Strand",
"locality": "London",
"countryName": "United Kingdom"
},
"roles": [
"reviewBody"
],
"details": {
"url": "http://www.orbit.org.uk"
}
}
],
"buyer": {
"id": "GB-FTS-455",
"name": "Orbit Group Limited"
},
"links": [
{
"rel": "prev",
"href": "https://ted.europa.eu/udl?uri=TED:NOTICE:000172-2021:TEXT:EN:HTML"
}
],
"language": "en"
}