---
title: "HMCTS Reform Interactive Voice Response Recordings Contract"
ocid: "ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "MINISTRY OF JUSTICE"
published: "2022-02-07"
---

# HMCTS Reform Interactive Voice Response Recordings Contract

Buyer: MINISTRY OF JUSTICE  
Current stage: Award  
OCID: ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd.json)

## Summary

The Ministry of Justice is concluding the procurement process for the "HMCTS Reform Interactive Voice Response Recordings Contract," which falls under the "Sound recordings" industry category. This procurement utilised an open procedure below the threshold and has reached the award stage. The contract was awarded to Temple Interactive Media, with an amount of £100,000. The contract started on 4th January 2022 and will run until 3rd January 2024, and the procurement process has emphasised flexibility and high-quality service delivery in line with set deadlines.

This contract presents significant opportunities for businesses, particularly small and medium enterprises (SMEs) and voluntary and community sector enterprises (VCSEs), that specialise in voice management and audio recording services. Businesses with expertise in designing customer-focused interactive voice response systems, developing high-quality audio content, and providing technical solutions tailored to evolving technology requirements would be well-suited to compete for any future tenders in this field. The focus on delivering effective customer experiences also opens pathways for innovation and strategic partnerships in related service areas.

## Notice

HMCTS Digital and Technology Services are procuring an IVR Design and Management Service. The Authority is looking to appoint and work with a supplier which has a proven track record in delivery in this area, with demonstrable evidence of a flexible approach that delivers high quality, cost effective services within stated deadlines. The supplier is required to do the following: Review current IVR messages and provide options and solutions for a refresh if these to provide an effective and efficient customer experience Identify call flow improvement through effective scripts Provide professional voiceovers for IVR recordings Record all prompts digitally and provide in usable format to MoJ network system - current format for audio prompts is .WAV 16-bit but supplier will need to be flexible to ensure compatibility with all current and future technologies deployed by the Authority. Provide timely turnaround for any IVR changes requested. Provide comfort messages, including on hold audio music to be agreed with the Authority. Create library for all recordings developed and used within contract. HMCTS would own these messages, which would be available for use both during the contract and for a period TBD after it.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b079c30f-f715-4619-92ee-4499648ed13d |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Works |
| Procurement method | Open |
| Procurement method details | Open procedure (below threshold) |
| Tender suitability | SME, VCSE |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Feb 2022 |
| Submission deadline | 22 Oct 2021 |
| Future notice date | Not specified |
| Award date | 4 Jan 2022 |
| Contract period | 4 Jan 2022 - 3 Jan 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £100,000 |
| Lots value | Not specified |
| Awards value | £100,000 |
| 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 | MINISTRY OF JUSTICE |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 9AJ |
| 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 | TEMPLE INTERACTIVE MEDIA |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment

### Codes

- 32353000 - Sound recordings

## Release History

- 7 Feb 2022 at 11:00 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b079c30f-f715-4619-92ee-4499648ed13d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b079c30f-f715-4619-92ee-4499648ed13d
  7th February 2022 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/1a80f89a-0c75-4048-818a-c17a0f32608a
  n/a
- http://file:///C:/Users/jlg40t/Downloads/IVR_CON_19781_Redactions.pdf
  HMCTS Reform Interactive Voice Response Recordings Redacted Contract

## 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-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd.json.