Published date: 25 January 2021

This notice was replaced on 2 March 2021

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 28 July 2021, last edited 5 June 2024)

Closed early engagement

Contract summary


  • Telephone switchboards - 32543000

  • Data and voice media - 32583000

  • Software package and information systems - 48000000

    • Voice recognition software development services - 72212314

    • Interactive voice response software development services - 72212512

    • Business analysis consultancy services - 72221000

    • Information systems or technology strategic review and planning services - 72222000

    • Information technology requirements review services - 72223000

    • Project management consultancy services - 72224000

    • System quality assurance assessment and review services - 72225000

    • System software acceptance testing consultancy services - 72226000

    • Software integration consultancy services - 72227000

    • Hardware integration consultancy services - 72228000

    • Disaster recovery services - 72251000

    • Computer archiving services - 72252000

    • Helpdesk and support services - 72253000

    • Software testing - 72254000

    • Software support services - 72261000

Location of contract

United Kingdom

Procurement reference


Published date

25 January 2021

Closing date

12 February 2021

Contract is suitable for SMEs?


Contract is suitable for VCSEs?



HMRC requires Voice Analytics & Quality Management Services that integrate with current telephony partners Odigo and Nuance. The current telephony service has 30k configured users, 9k concurrent users who handle 30m calls per year. The services provided must be flexible and scalable to cope not only with HMRC's large annual call volumes but also with several peaks periods throughout the year.

There are two main purposes of this notice, which are to facilitate early market engagement as follows:

1)To gauge feedback on our proposed approach to terms and conditions (T&Cs). Of particular interest is suppliers' feedback on:

a)Suitability of this contract structure for the services that would be proposed

b)Any terms that would be in direct conflict with those being proposed, because of the commercial solution being proposed

c)An understanding of the commercial options available for procurement of these style of services

2)To stimulate market interest and gain insight into the key features of available services.

Interested suppliers will be given access to a Request for Information (RFI) exercise in the form of an electronic questionnaire within HMRC's SAP Ariba portal. The RFI will include any relevant documentation, including the proposed T&Cs.

More information


Additional text

Please follow the below instructions if you wish to participate in market engagement.

HMRC use an HMRC version of SAP Ariba Sourcing. Suppliers using HMRC's Ariba for the first time will need to register at As part of the registration process you will receive an email. Once you have obtained your account ID (AN) number, please email with the following information:

Contract title and Reference (Analytics and Quality Management - SR559416956)

Your organisation's HMRC SAP Ariba account ID

Your organisation name

Your name

Your email address

Your telephone number

Online questionnaires will be given a timeframe, set out in the SAP Ariba RFI.

About the buyer

Contact name

Liam Osborn


Customs House Annexe,20 Lower Thames Street