Published date: 12 July 2022
Last edited date: 4 August 2022
This notice was replaced on 25 November 2022
This notice does not contain the most up-to-date information about this procurement. The most recent notice is:
Future opportunity (published 22 May 2023)
Closed early engagement
Contract summary
Industry
IT services: consulting, software development, Internet and support - 72000000
Location of contract
United Kingdom
Procurement reference
Project_24871
Published date
12 July 2022
Closing date
18 August 2022
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
This Request for Information (RFI) is being issued to suppliers that might be interested in supplying the Department for Work and Pensions (DWP) Call Transcription and Analytics Service.
The RFI attachment will be added to this notice shortly.
The RFI invites suppliers to suggest options for the provision of the service based on our outline of the current state, our strategic direction and our draft requirement. The response will help inform our future functional and non-functional requirements, our commercial route to market and, based upon our volume forecasts, our cost estimates.
Note: this notice amends our previously issued Prior Information Notice (PIN).
More information
Attachments
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- Call Transcription RFI v3.0.docx
- Notice of planned procurement
Additional text
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DWP are responsible for welfare, pensions, and child maintenance policy within the UK. As the UK's biggest public service Department, it administers the State Pension and a range of working age and disability benefits to around 20 million citizens, primarily in the UK. Some of our citizens are more vulnerable and could require enhanced support when speaking to Contact Centre agents. There is a business desire to enhance our ability to identify these needs at the earliest opportunity. In addition, this capability will provide the quantitative and qualitative management information, insights and reporting.
A limited transaction and analytics capability exists today. The current solution uses recent call recordings to generate transcription files which are then assessed for keywords to identify possible customer needs. As such the current solution is not 'real time' but provides daily analysis for the calls which are screened. To achieve the required business outcomes the future service could leverage a similar approach or propose an alternative model.
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