Transcription, Analytics and Quality Management Service for HMRC

Transcription, Analytics and Quality Management Service for HMRC

To undertake detailed analysis of all calls received by HMRC.

Analytics and Quality Management

Contract summary

 

Industry

    • Telephone switchboards – 32543000
    • Data and voice media – 32583000
    • Software package and information systems – 48000000

Location of contract

United Kingdom

Value of contract

£2,748,333

Procurement reference

SR559416956 (CN)

Published date

2 March 2021

Closing date

29 March 2021

Closing time

12pm

Contract start date

1 June 2021

Contract end date

31 August 2023

Contract type

Service contract

Procedure type

Open procedure (OJEU)

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

 

Description

 

HMRC requires a replacement best of breed Transcription, Analytics and Quality Management Service to undertake detailed analysis of all calls received by HMRC and, in due course, analysis on data from other digital interactions such as webchat, to analyse how it interacts with its customers.
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.
The overall value is £5,188,333 when including the initial term and maximum extension period. The value for the initial term is £2,748,333.

 

More information

 

Linked Notice

SR559416956

 

Attachments
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. 

How to apply

 

Follow the instructions given in the description or the more information section.

 

About the buyer

 

Contact name

Liam Osborn

Address

Customs House Annexe,20 Lower Thames Street
LONDON
SS991AA
England

Telephone

03000532848

Email

liam.osborn@hmrc.gov.uk