--- title: "Provision of Contact Centre with Call Recording & Transcription (PR2207)" ocid: "ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d.json" source: "Contracts Finder" current_stage: "Tender" buyer: "PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN" published: "2023-12-19" --- # Provision of Contact Centre with Call Recording & Transcription (PR2207) Buyer: PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN Current stage: Tender OCID: ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d.json) ## Summary The Parliamentary and Health Service Ombudsman has initiated a tender process for the provision of a contact centre with call recording and transcription services. The title of the tender is "Provision of Contact Centre with Call Recording & Transcription (PR2207)" and falls under the industry category of networks. The procurement stage is currently active, with a deadline for tender submissions set for January 17, 2024. The contract period is scheduled to run from February 12, 2024, to April 24, 2025. The total contract value is £100,000. This tender offers opportunities for businesses providing services related to maintenance of information technology software and networks. Small and medium enterprises (SMEs) are particularly well-suited to compete. The procurement method details are described as "Other," indicating a potentially innovative approach to the contracting process. Businesses based in the United Kingdom, especially in England, are encouraged to consider this opportunity for business growth and potential collaboration with the Parliamentary and Health Service Ombudsman. ## Notice Provision of the implementation and support for a Microsoft Dynamics integrated Telephony Contact Centre with Call Recording & Transcription solution including but not limited to the following:- 1) Acquire a call recording and transcription product which automatically records calls and transcribe the conversation. The files must link to cases/contacts so they can easily be located, 2) Acquire a contact centre solution that integrates into Dynamics 365 (PHSO CMS) with call recording and transcription capabilities. 3) Call activity should also allow users to insert notes and show time stamps for activities on each case/contact. 4) The ability to stop/start recordings and access files to playback recordings. 5) The product must be able to support different retention policies and any non-casework call recordings and transcription should be purged within 30 days. 6) Access to files for review, training and learning purposes. 7) The ability to access files, for Subject Access Request (SAR) and for data mining and learning purposes in a format that meets PHSO requirements. Please refer to ProContract eTendering portal (https://procontract.due-north.com/Login). ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e9f5e666-e807-4c8d-88f7-71ddeb6cb052 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Other - | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 19 Dec 2023 | | Submission deadline | 17 Jan 2024 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 12 Feb 2024 - 24 Apr 2025 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £100,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN | | Locality | MANCHESTER | | Post town | Manchester | | Postcode | M2 3HQ | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD3 Greater Manchester | | ITL 3 | TLD33 Manchester | | Local authority | Manchester | | Electoral ward | Deansgate | | Westminster constituency | Manchester Central | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 64 - Postal and telecommunications services - 72 - IT services: consulting, software development, Internet and support ### Codes - 32400000 - Networks - 32510000 - Wireless telecommunications system - 32520000 - Telecommunications cable and equipment - 32570000 - Communications equipment - 32580000 - Data equipment - 64210000 - Telephone and data transmission services - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 19 Dec 2023 at 14:22 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/e9f5e666-e807-4c8d-88f7-71ddeb6cb052 - 19 Dec 2023 at 14:17 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/c8a991b0-413c-4284-ab8a-62056bd2975b ## Documents - https://www.contractsfinder.service.gov.uk/Notice/e9f5e666-e807-4c8d-88f7-71ddeb6cb052 19th December 2023 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/c8a991b0-413c-4284-ab8a-62056bd2975b 19th December 2023 - Opportunity notice on Contracts Finder ## Notice URLs - https://procontract.due-north.com/Login - https://www.ombudsman.org.uk ## 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-b5fd17-766790c6-e26a-4924-bb6a-07234629250d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-766790c6-e26a-4924-bb6a-07234629250d.json.