Published date: 2 March 2021

Last edited date: 27 July 2021

This notice was replaced on 28 July 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)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


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

2 March 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

  • Early engagement
  • Published 25 January 2021

Attachments

Links

Additional text

The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement. HMRC considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
Please follow the below instructions if you wish to participate in the tender.
HMRC use an HMRC version of SAP Ariba Sourcing. Suppliers using HMRC's Ariba for the first time will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full As part of the registration process you will receive an email. Once you have obtained your account ID (AN) number, please email e.procurement@hmrc.gov.uk 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.
You must ensure that you express an interest in sufficient time to allow you to submit your bid.
Economic operators who have complied with the foregoing will receive an e-mail confirming access to the online
questionnaires. If access is not provided within one working day, please contact e.procurement@hmrc.gov.uk after first checking your spam in-box) notifying non-receipt and confirming when your request for access to the online questionnaires was first made.
Questionnaires must be fully completed no later than 12.00 on 29/03/2021. The deadline for clarification questions is 15/03/2021 with responses provided by 22/03/2021 which will allow the required 6 days for the information to be considered. Tenders not submitted in the
required form (or containing the requested information) may be rejected. HMRC does not bind itself to accept any tender and reserves the right to accept any part of the tender unless the tenderer expressly stipulates to the contrary.

About the buyer

Contact name

Sarah Phillips

Address

5W, Ralli Quays
SALFORD
M60 9LA
England

Telephone

03000510017

Email

sarah.phillips@hmrc.gov.uk