{ "tag": [ "compiled" ], "id": "ocds-h6vhtk-0296db-2021-07-20T14:15:03+01:00", "date": "2021-07-20T14:15:03+01:00", "ocid": "ocds-h6vhtk-0296db", "description": "To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=612268562 GO Reference: GO-2021720-PRO-18597797", "initiationType": "tender", "tender": { "id": "CW33376", "legalBasis": { "id": "32014L0024", "scheme": "CELEX" }, "title": "Analytics and Quality Management", "status": "complete", "classification": { "scheme": "CPV", "id": "72212314", "description": "Voice recognition software development services" }, "mainProcurementCategory": "services", "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.", "value": { "amount": 5188333, "currency": "GBP" }, "lots": [ { "id": "1", "description": "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.", "awardCriteria": { "criteria": [ { "name": "Technical Merit", "type": "quality", "description": "47" }, { "name": "Social Value", "type": "quality", "description": "10" }, { "name": "Contractual", "type": "quality", "description": "8" }, { "name": "Commercials", "type": "cost", "description": "35" } ] }, "value": { "amount": 2748333, "currency": "GBP" }, "contractPeriod": { "durationInDays": 810 }, "hasRenewal": true, "renewal": { "description": "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." }, "submissionTerms": { "variantPolicy": "notAllowed" }, "hasOptions": false, "status": "cancelled" } ], "items": [ { "id": "1", "additionalClassifications": [ { "scheme": "CPV", "id": "32543000", "description": "Telephone switchboards" }, { "scheme": "CPV", "id": "32583000", "description": "Data and voice media" }, { "scheme": "CPV", "id": "48512000", "description": "Interactive voice response software package" }, { "scheme": "CPV", "id": "72212512", "description": "Interactive voice response software development services" }, { "scheme": "CPV", "id": "48314000", "description": "Voice recognition software package" }, { "scheme": "CPV", "id": "72221000", "description": "Business analysis consultancy services" }, { "scheme": "CPV", "id": "72222000", "description": "Information systems or technology strategic review and planning services" }, { "scheme": "CPV", "id": "72223000", "description": "Information technology requirements review services" }, { "scheme": "CPV", "id": "72224000", "description": "Project management consultancy services" }, { "scheme": "CPV", "id": "72225000", "description": "System quality assurance assessment and review services" }, { "scheme": "CPV", "id": "72226000", "description": "System software acceptance testing consultancy services" }, { "scheme": "CPV", "id": "72227000", "description": "Software integration consultancy services" }, { "scheme": "CPV", "id": "72228000", "description": "Hardware integration consultancy services" }, { "scheme": "CPV", "id": "72251000", "description": "Disaster recovery services" }, { "scheme": "CPV", "id": "72252000", "description": "Computer archiving services" }, { "scheme": "CPV", "id": "72253000", "description": "Helpdesk and support services" }, { "scheme": "CPV", "id": "72254000", "description": "Software testing" }, { "scheme": "CPV", "id": "72261000", "description": "Software support services" }, { "scheme": "CPV", "id": "48000000", "description": "Software package and information systems" }, { "scheme": "CPV", "id": "48300000", "description": "Document creation, drawing, imaging, scheduling and productivity software package" }, { "scheme": "CPV", "id": "48330000", "description": "Scheduling and productivity software package" } ], "deliveryAddresses": [ { "region": "UK" }, { "region": "UK" } ], "deliveryLocation": { "description": "UNITED KINGDOM" }, "relatedLot": "1" } ], "submissionMethod": [ "electronicSubmission", "written" ], "submissionMethodDetails": "https://s1-eu.ariba.com/Sourcing/Main/ad/register/SSOActions?realm=hmrc&passwordadapter=SourcingSupplierUser&type=full", "selectionCriteria": { "criteria": [ { "type": "suitability", "description": "All data storage and processing must be UK onshore.", "appliesTo": [ "supplier" ] }, { "type": "technical", "description": "HMRC has set out some 'must' have technical criteria, which need to be met without additional cost. Bids with any 'Musts' not met will not progress.", "appliesTo": [ "supplier" ] } ] }, "documents": [ { "id": "economic", "documentType": "economicSelectionCriteria" } ], "procurementMethod": "open", "procurementMethodDetails": "Open procedure", "coveredBy": [ "GPA" ], "tenderPeriod": { "endDate": "2021-03-29T12:00:00+01:00" }, "submissionTerms": { "languages": [ "en" ], "bidValidityPeriod": { "durationInDays": 180 } }, "awardPeriod": { "startDate": "2021-03-29T12:01:00+01:00" }, "bidOpening": { "date": "2021-03-29T12:01:00+01:00", "address": { "streetAddress": "Remote" }, "description": "HMRC will be using an e-sourcing (eTendering) tool/application for this procurement. This prevents any information provided by the applicant or tenderer from being viewed by until the eSourcing event is closed. The e-sourcing (e-tendering) application will display the closing date/time within the event and automatically close the event when the time is reached. Once the event is closed only personnel who have access to the event within the system will be able to open and view the tender responses. Therefore, the opening time for tenders will coincide with the close date and time for the event and all tenders will become visible to personnel who have access to the event within the system." }, "hasRecurrence": false, "contractTerms": { "electronicInvoicingPolicy": "allowed", "hasElectronicPayment": true } }, "parties": [ { "id": "GB-FTS-6954", "name": "HMRC", "identifier": { "legalName": "HMRC", "id": "United Kingdom" }, "address": { "streetAddress": "5W Ralli Quays", "locality": "Salford", "region": "UK", "postalCode": "M60 9LA", "countryName": "United Kingdom" }, "contactPoint": { "name": "Sarah Phillips", "telephone": "+44 3000510017", "email": "sarah.phillips@hmrc.gov.uk", "url": "https://www.gov.uk/contracts-finder" }, "roles": [ "buyer", "centralPurchasingBody" ], "details": { "url": "https://www.gov.uk/government/organisations/hm-revenue-customs", "classifications": [ { "scheme": "TED_CA_TYPE", "id": "MINISTRY", "description": "Ministry or any other national or federal authority, including their regional or local subdivisions" }, { "scheme": "COFOG", "description": "Direct and indirect taxation" } ] } }, { "id": "GB-FTS-2730", "name": "HMRC", "identifier": { "legalName": "HMRC" }, "address": { "streetAddress": "5W Ralli Quays", "locality": "Salford", "region": "UK", "postalCode": "M60 9LA", "countryName": "United Kingdom" }, "contactPoint": { "name": "Sarah Phillips", "telephone": "+44 3000510017", "email": "sarah.phillips@hmrc.gov.uk" }, "roles": [ "reviewBody" ], "details": { "url": "https://www.gov.uk/government/organisations/hm-revenue-customs" } }, { "id": "GB-FTS-22920", "name": "Capita Customer Management Limited", "identifier": { "legalName": "Capita Customer Management Limited", "id": "01336850" }, "address": { "streetAddress": "65 Gresham Street", "locality": "London", "region": "UK", "postalCode": "EC2V 7NQ", "countryName": "United Kingdom" }, "roles": [ "supplier" ], "details": { "scale": "large" } } ], "buyer": { "id": "GB-FTS-6954", "name": "HMRC" }, "language": "en", "awards": [ { "id": "017074-2021-CW33376-1", "relatedLots": [ "1" ], "status": "active", "suppliers": [ { "id": "GB-FTS-22920", "name": "Capita Customer Management Limited" } ] } ], "contracts": [ { "id": "017074-2021-CW33376-1", "awardID": "017074-2021-CW33376-1", "status": "active", "value": { "amount": 2740000, "currency": "GBP" }, "dateSigned": "2021-07-06T00:00:00+01:00" } ], "bids": { "statistics": [ { "id": "1", "measure": "bids", "relatedLot": "1", "value": 6 } ] } }