Speech and Text Analytics Software Solution Framework for Thames Valley Police

Speech and Text Analytics Software Solution Framework for Thames Valley Police

One of the sub-layers within the Contact Management Programme is the delivery of a new speech and text analytics capabilities for use within the police contact centres.

United Kingdom-Kidlington: Software package and information systems

2014/S 231-407635

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Thames Valley Police
Procurement, Oxford Road
For the attention of: Mr Robert Turnbull
OX5 2NX Kidlington
UNITED KINGDOM
E-mail: bob.turnbull@thamesvalley.pnn.police.uk

I.2)Type of the contracting authority

Body governed by public law

I.3)Main activity

Public order and safety

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: yes

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting authority:

Contact Management Programme – Speech and Text Analytics Solution Framework.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Throughout the UK.

NUTS code UKZ

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves the establishment of a framework agreement

II.1.4)Information on framework agreement

Framework agreement with a single operator

Duration of the framework agreement

Duration in years: 5
Justification for a framework agreement, the duration of which exceeds four years: The implementation of the required software, its development and the capital outlay it represents will need to be over a longer period of time to ensure a return on investment can be achieved.

Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT: 10 000 000 GBP

II.1.5)Short description of the contract or purchase(s)

The Chief Officer Teams of both Hampshire Contabulary (HC) and Thames Valley Police (TVP) have agreed a shared ‘Vision for the future of Contact Management’ which if delivered will change the way the public engages with the Forces. This has been realised in the instigation of the ‘Contact Management Programme’ within the 2 forces.
One of the sub-layers within the Contact Management Programme is the delivery of a new speech and text analytics capabilities for use within the police contact centres. This will be used as a tool for demand management, and risk assessment at the high level, and is intended to improve inbound customer support via traditional and innovative forms of digital capture.
There is a limited amount of analytics already operational within TVP and HC, which are currently used for performance monitoring; monitoring of social media; monitoring of corporate communication and government intelligence sites; and also which provide a limited scanning of emails to mention a few. These tools are largely retrospective in their measurements, and so do not provide the ‘real-time’ level of information that is required within the rapidly evolving modern world.
As such, the intention of this exercise is to provide TVP and HC with a much more innovative solution to ensure they can keep up with the rapidly changing face of modern communication methods. The high level needs of this system have been identified as:
— Analytics monitoring of Core Voice and Text Communications — to aid in providing early sight of risk assessments and give automated decisions;
— Monitoring of Customer Contact — which will provide ‘near or real-time’ voice and text analytics, giving the tools to monitor risk within voice and text data from both structured and unstructured content and associated integration with our telephony platform;
— Response and Resolution solutions — which will enable different layers of information to be brought together to enable contact centre operators to deal with contact in a more efficient and informed way;
— Predictive assessment — which will be used to bring together different layers of information to alert operators to certain threats and aid them in managing the response;
— Retrospective Insight — which will be for use in modelling and monitoring, and for identification of where service has been sub-optimal to allow continuous improvements to take place and coaching of contact centre staff to be delivered.
Apart from these requirements, it is the intention of the advertising organisation to appoint a partner that will provide support and assistance in the implementation of such a system and also that will provide ongoing support for it across both forces. The chosen system will also require a certain level of resilience to ensure business continuity of service. Also, the rapid technological developments in this field means that for the contact centres of each force to keep pace, the chosen system will need to be flexible in its deployment and work alongside TVP and HC (and other forces) to develop and bespoke the system, ensuring the future proofing of the contact centres operational performance.
Finally, as the Contact Management Programme has been developed as part of a Home Office drive to modernise the way the public contact the police, there may well be a requirement to replicate such a service across other national police forces if successful. As such any award made under this exercise may be done so as a framework agreement allowing the services as defined to be delivered to any other interested force, so this should be considered from a resource perspective before any application is made to be included in this process.

II.1.6)Common procurement vocabulary (CPV)

48000000, 72000000, 71316000, 64200000, 64227000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes

II.1.8)Lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Estimated total value for duration of Framework Agreement may reach 10 000 000 GBP excluding VAT.
Estimated value excluding VAT: 10 000 000 GBP

II.2.2)Information about options

Options: no
II.2.3)Information about renewals

II.3)Duration of the contract or time limit for completion

Duration in months: 60 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

N/a.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Please send 2 years audited accounts.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

If a group of companies or bodies is awarded the contract, they shall be jointly and severally liable for the performance of the contract.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Candidates will be assessed in accordance to their response to the information held within the Tender Submission Document in line with their compliance with Regulation 23 of the Public Contract Regulations 2006 on the basis of information provided in response to an ITT.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: (a) appropriate statements from banks or, where appropriate, evidence of relevant professional risk indemnity insurance;
Candidates will be assessed in accordance to their response to the information held within the Tender Submission Document in line with their compliance with Regulation 23 of the Public Contract Regulations 2006 on the basis of information provided in response to an ITT.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Technical requirements are listed in the ITT documentation.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: yes

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Open
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:

IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2014/S 115-202782 of 18.6.2014

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

14.1.2015 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.

IV.3.7)Minimum time frame during which the tenderer must maintain the tender

in days: 90 (from the date stated for receipt of tender)

IV.3.8)Conditions for opening of tenders

Date: 14.1.2015 – 12:00
Persons authorised to be present at the opening of tenders: yes
Additional information about authorised persons and opening procedure: Electronically via web-based portal. Officials of the PCC Office will validate tenders.

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Mrs Sheena Evans — Head of Procurement
TVP Headquarters, North Oxford Road, Kidlington
OX5 2NX Oxford
UNITED KINGDOM

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

27.11.2014

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