---
title: "Analytics and Quality Management"
ocid: "ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HMRC"
published: "2021-07-20"
---

# Analytics and Quality Management

Buyer: HMRC  
Current stage: Award  
OCID: ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627.json)

## Summary

The procurement process, initiated by HMRC, involved a tender for "Analytics and Quality Management" services, classified under voice recognition software development. The tender was conducted via an open procurement method, with an end date set for July 6, 2021, and was awarded on July 20, 2021. The contract, valued at £2,740,000, is set to commence on July 7, 2021, and will run until October 1, 2023. The delivery addresses include locations across the British Overseas Territories, Channel Islands, Europe, Isle of Man, and the United Kingdom, indicating a broad geographic reach.

This contract presents significant opportunities for businesses, particularly those specialising in analytics solutions and voice recognition technologies. Small and medium-sized enterprises (SMEs) may find this tender appealing as it allows them to engage with a prominent government department. Companies with expertise in integrating services with telephony and cloud infrastructure will be well-suited to compete, given the technical requirements outlined in HMRC's request for proposals.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1e5b4461-119f-4088-9ca9-53365ea6a2ad |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 20 Jul 2021 |
| Submission deadline | 5 Jul 2021 |
| Future notice date | Not specified |
| Award date | 5 Jul 2021 |
| Contract period | 6 Jul 2021 - 1 Oct 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,740,000 |
| Lots value | Not specified |
| Awards value | £2,740,000 |
| 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 | HMRC |
| Locality | SALFORD |
| Post town | Manchester |
| Postcode | M60 9LA |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD34 Greater Manchester South West |
| Local authority | Salford |
| Electoral ward | Ordsall |
| Westminster constituency | Salford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CAPITA CUSTOMER MANAGEMENT |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72212314 - Voice recognition software development services

## Release History

- 20 Jul 2021 at 11:10 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1e5b4461-119f-4088-9ca9-53365ea6a2ad

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1e5b4461-119f-4088-9ca9-53365ea6a2ad
  20th July 2021 - Awarded contract notice on Contracts Finder
- https://www.delta-esourcing.com/delta/respondToList.html?noticeId=612268562
  Please follow this link to view the notice.

## 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-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627.json.