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
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
I.2)Type of the contracting authority
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
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)
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)
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)
II.1.9)Information about variants
II.2.1)Total quantity or scope:
Estimated value excluding VAT: 10 000 000 GBP
II.2.2)Information about options
II.3)Duration of the contract or time limit for completion
Section III: Legal, economic, financial and technical information
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability
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.
Technical requirements are listed in the ITT documentation.
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service
Section IV: Procedure
IV.1.1)Type of procedure
IV.2.2)Information about electronic auction
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
IV.3.4)Time limit for receipt of tenders or requests to participate
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders
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
VI.2)Information about European Union funds
VI.4.1)Body responsible for appeal procedures
Mrs Sheena Evans — Head of Procurement
TVP Headquarters, North Oxford Road, Kidlington
OX5 2NX Oxford
VI.5)Date of dispatch of this notice: