--- title: "Quality Assurance and Speech Analytics - PP1015" ocid: "ocds-h6vhtk-0287f2" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0287f2" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0287f2.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0287f2.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "ORBIT GROUP LIMITED" published: "2021-01-06" --- # Quality Assurance and Speech Analytics - PP1015 Buyer: ORBIT GROUP LIMITED Current stage: Tender OCID: ocds-h6vhtk-0287f2 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0287f2) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0287f2.json) ## Summary The procurement process is being conducted by Orbit Group Limited for the contract titled "Quality Assurance and Speech Analytics - PP1015". This initiative falls under the IT services sector, specifically focusing on consulting, software development, Internet, and support. The procurement stage is currently at the tender phase, with a submission deadline set for 8th February 2021. The successful provider will be tasked with implementing an automated quality management system across various customer interaction channels. The contract is expected to commence in April 2021, spanning a period of 24 months, with options to extend for an additional two 12-month periods based on performance. This tender presents a significant opportunity for businesses specialising in IT solutions, quality management systems, and customer service analytics. Companies that offer software development and consulting services, particularly those with experience in implementing automated systems and ensuring compliance with GDPR, will be well-suited to compete. The emphasis on quality and cost in the award criteria highlights the need for innovative solutions that enhance customer experience and operational efficiency. Participating in this procurement could lead to substantial business growth, especially for firms positioned to provide advanced intelligence-driven services. ## Notice Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and as part of this transition have moved away from the previous Quality Management System . Quality Management is vital to our business, especially our Contact Centre and as part of this transition we are looking to implement a new solution for this purpose. We would like to enter into contract with a suitable provider who can implement an automated quality management system across all our calls, emails and live chats. The contract will be awarded for 24 months with 2x further options to extend for a further 12 months (2+1+1). Provision of the service is expected to commence April 2021. ### Lot Information Lot 1 The previous quality management system was manually implemented. Moving to a system that is based on speech and contact monitoring, with artificial intelligence built into it, will enable greater coverage in terms of quality assurance, but also greater insight into our customers' experience. Our requirements are as follows: -Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system. -Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements. -Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this. -Set up and implementation support. -Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata -Ensure/advise that the 'to be' design is GDPR compliant. -Assist Orbit with defining of implementation and monitoring metrics. -With assistance from Orbit, produce documentation required to support the new service(s) in BAU. -Training delivery for users and super users of the system -Ensure that existing retention policies regarding data backups remain in force. Additional information: This procurement procedure is being run on the e-procurement portal 'Pro-Contract' https://procontract.duenorth.com. If not already registered on the portal, Suppliers can register for free. You will need to search for the opportunity and register interest to view the documents and submit a response. All queries relating to this opportunity must be raised via the portal's message function. Options: The Contract will be awarded for an initial period of two years with an option to extend for a further two years (in annual increments) based on acceptable performance. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/000172-2021 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 6 Jan 2021 | | Submission deadline | 8 Feb 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | ORBIT GROUP LIMITED | | Locality | COVENTRY | | Post town | Coventry | | Postcode | CV3 2SU | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG33 Coventry | | Local authority | Coventry | | Electoral ward | Wyken | | Westminster constituency | Coventry East | | Delivery location | Not specified | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 6 Jan 2021 at 10:02 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/000172-2021 ## Notice URLs - https://procontract.due-north.com - https://procontract.due-north.com/Advert/Index?advertId=04b203c5-8a4e-eb11-8106-005056b64545 - https://procontract.duenorth.com - https://www.orbit.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-h6vhtk-0287f2. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0287f2.json.