---
title: "Analytics and Quality Management"
ocid: "ocds-h6vhtk-0296db"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0296db"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0296db.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0296db.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "HMRC"
published: "2021-07-20"
---

# Analytics and Quality Management

Buyer: HMRC  
Current stage: Award  
OCID: ocds-h6vhtk-0296db

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## Summary

The HM Revenue and Customs (HMRC) has initiated a procurement process titled "Analytics and Quality Management," focusing on voice recognition software development services. This contract, valued at approximately £5,188,333, will be executed through an open tender method. The tender is currently in the active stage, with bids due by 12:00 on 29 March 2021. The service will operate across the United Kingdom, utilising HMRC's existing telephony services and requiring a flexible and scalable solution capable of managing large call volumes across various service peaks.

This procurement presents significant opportunities for businesses, particularly small and medium enterprises (SMEs), that can provide advanced transcription and analytics services. Firms specialising in voice recognition technology, telephony integration, and data analysis will find themselves well-suited to participate in this tender. The focus on a consumption-based charging model may also attract innovative suppliers capable of delivering cost-effective solutions tailored to HMRC's operational needs.

## 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.

### Lot Information

Lot 1

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, Additional information: A consumption-based charging model is required, of which more information is contained in the tender documents. HMRC recognises that suppliers may wish to use a version of hosted or shared services to meet HMRC requirements, and this has been accounted for in the tender process.

Renewal: A maximum of two extension periods of 12 months will be allowable (overall term 27+12+12). The 27 initial period is to accommodate a three-month implementation timeframe and 24-month operational term; this is set out contractually in the tender documents.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/017074-2021 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 20 Jul 2021 |
| Submission deadline | 29 Mar 2021 |
| Future notice date | Not specified |
| Award date | 5 Jul 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £5,188,333 |
| Lots value | £2,748,333 |
| Awards value | Not specified |
| Contracts value | £2,740,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## 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

- 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
- 48300000 - Document creation, drawing, imaging, scheduling and productivity software package
- 48314000 - Voice recognition software package
- 48330000 - Scheduling and productivity software package
- 48512000 - Interactive voice response software package
- 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

- 20 Jul 2021 at 13:15 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/017074-2021
- 26 Feb 2021 at 18:32 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/003955-2021

## Notice URLs

- https://s1-eu.ariba.com/Sourcing/Main/ad/register/SSOActions?realm=hmrc&passwordadapter=SourcingSupplierUser&type=full
- https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=612268562
- https://www.gov.uk/contracts-finder
- https://www.gov.uk/government/organisations/hm-revenue-customs

## 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-0296db. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0296db.json.