--- title: "Analytics and Quality Management" ocid: "ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d.json" source: "Contracts Finder" current_stage: "Award" buyer: "H M REVENUE & CUSTOMS" published: "2024-12-16" --- # Analytics and Quality Management Buyer: H M REVENUE & CUSTOMS Current stage: Award OCID: ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d.json) ## Summary HM Revenue & Customs (HMRC) has completed the procurement process for the "Analytics and Quality Management" contract, focusing on transcription, voice analytics, and quality management services for their telephony estate. The procurement was conducted through an open procedure, with the contract valued at £6,379,208. Key services include integration with HMRC's current Odigo telephony platform, handling up to 30 million calls per year with flexibility and scalability required. The contract period started on 6th July 2021 and will end on 5th October 2023. The industry category of the contract includes telephone switchboards, data and voice media, and various software and consultancy services, with delivery located in the United Kingdom. This contract offers significant opportunities for businesses in the fields of software development, systems integration, and quality management. Small and medium-sized enterprises (SMEs) could particularly benefit, considering the eligibility criteria mentioned by HMRC. Companies experienced in telephony systems, voice recognition, project management, and disaster recovery services would be well-suited to compete in similar tenders in the future. With the extensive scope and high call volume handling requirements, businesses providing scalable IT solutions and services can leverage this project to showcase their capabilities and expand their market presence. ## Notice 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, 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. 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 distinct business areas and several peaks periods throughout the year. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a5c85081-3a17-4e51-be88-890a231e7a57 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Large | | All stages | Planning, Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 16 Dec 2024 | | Submission deadline | 29 Mar 2021 | | Future notice date | 12 Feb 2021 | | Award date | 5 Jul 2021 | | Contract period | 5 Jul 2021 - 5 Oct 2023 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £6,379,208 | | Lots value | Not specified | | Awards value | £6,379,208 | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Not specified | | Awards status | Active | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | H M REVENUE & CUSTOMS | | Locality | LONDON | | Post town | South West London | | Postcode | SW1A 2BQ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | St James's | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | CAPITA CUSTOMER MANAGEMENT | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 32543000 - Telephone switchboards - 32583000 - Data and voice media - 48000000 - Software package and information systems - 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 ## Release History - 16 Dec 2024 at 16:17 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a5c85081-3a17-4e51-be88-890a231e7a57 - 5 Jun 2024 at 10:03 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a5c85081-3a17-4e51-be88-890a231e7a57 - 28 Jul 2021 at 10:06 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a5c85081-3a17-4e51-be88-890a231e7a57 - 27 Jul 2021 at 14:59 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/d1bec01b-123a-4fb4-a4e2-77d2bfcbc39d - 2 Mar 2021 at 10:44 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/d1bec01b-123a-4fb4-a4e2-77d2bfcbc39d - 25 Jan 2021 at 11:14 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/47cb2807-9d1d-4b4d-8270-f693b4c5d0ef ## Documents - https://www.contractsfinder.service.gov.uk/Notice/a5c85081-3a17-4e51-be88-890a231e7a57 16th December 2024 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/d1bec01b-123a-4fb4-a4e2-77d2bfcbc39d 27th July 2021 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/47cb2807-9d1d-4b4d-8270-f693b4c5d0ef 25th January 2021 - Early engagement notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/f93f8eed-c8d9-4f75-a661-d87dddda7cc1 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/66ce9c5b-41fb-4292-9bb5-cb25efca3843 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/e05d67aa-bfd3-4ffd-8f2b-d965d4221dad - https://www.contractsfinder.service.gov.uk/Notice/Attachment/a5317c6c-1ed9-4a18-811e-6c6089237e94 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/60fb115a-d1e8-4c26-bf40-37950a70dc54 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/611a1d46-8542-4c90-beff-c11a362cf1fd - https://www.contractsfinder.service.gov.uk/Notice/Attachment/a78f5bf8-2aee-486d-a252-90c6d1f2287a ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d.json.