Published date: 28 July 2021

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 29 March 2021, 12pm

Contract summary

Industry

  • 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

Value of contract

£2,740,000

Procurement reference

CW33376

Published date

28 July 2021

Closing date

29 March 2021

Closing time

12pm

Contract start date

6 July 2021

Contract end date

5 October 2023

Contract type

Service contract

Procedure type

Open procedure (above threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

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,

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.
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 distinct business areas and several peaks periods throughout the year.

More information

Previous notice about this procurement

Analytics and Quality Management

  • Opportunity
  • Published 2 March 2021, last edited 27 July 2021

Attachments

Award information

Awarded date

6 July 2021

Contract start date

6 July 2021

Contract end date

5 October 2023

Total value of contract

£2,740,000

This contract was awarded to 1 supplier.

CAPITA CUSTOMER MANAGEMENT LIMITED

Address

17-19 Rochester Row
LONDON
SW1P 1QT
GB

Reference

Companies House number: 01336850

Value of contract

£2,740,000

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Sarah Phillips

Address

5W, Ralli Quays
Salford
M60 9LA
England

Telephone

03000510017

Email

sarah.phillips@hmrc.gov.uk