Official UK procurement notice
Analytics and Quality Management
Authority: HM Revenue & Customs (Central government)
What is being bought
Published requirement descriptionHMRC requires a replacement best of breed Voice 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.
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.
CPV: Business analysis consultancy services · Computer archiving services · Contact management software package · Data and voice media · Disaster recovery services · Document creation, drawing, imaging, scheduling and productivity software package · Hardware integration consultancy services · Helpdesk and support services · Information systems or technology strategic review and planning services · Information technology requirements review services · Interactive voice response software development services · Interactive voice response software package · +11 more
The lotProcurement structure
single lot · no lot value publishedLot #1There are two main purposes of this PIN, which are to facilitate early market…Planned
There are two main purposes of this PIN, which are to facilitate early market engagement as follows:
1)To gauge feedback on our proposed approach to terms and conditions (T&Cs). Of particular interest is suppliers’ feedback on:
a)Suitability of this contract structure for the services that would be proposed
b)Any terms that would be in direct conflict with those being proposed, because of the commercial solution being proposed
c)An understanding of the commercial options available for procurement of these style of services
2)To stimulate market interest and gain insight into the key features of available services.
Interested suppliers will be given access to a Request for Information (RFI) exercise in the form of an electronic questionnaire within HMRC’s SAP Ariba portal. The RFI will include any relevant documentation, including the proposed T&Cs. Additional information: HMRC requires Voice Analytics & Quality Management Services that integrate with current telephony partners Odigo and Nuance. 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 several peaks periods throughout the year.
Procedure terms & legal framework
From the official record · publisher note attached- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Past planning notice
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 21 Jan 2021, 14:32 GMT
- Last source update
- 21 Jan 2021, 14:32 GMT
- Authority reference
SR559416956- FTS notice number
2021/S 000-001247- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-028c35Find a Tender
Publisher note: Please follow the below instructions if you wish to participate in market engagement. 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 Online questionnaires will be given a timeframe, set out in the SAP Ariba RFI. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=560474185 GO Reference: GO-2021121-PRO-17674373
How it was run
Official notice- Submission deadline
- —
Timeline
21 Jan 2021 → 22 Feb 2021 · 2 dates- Notice published21 Jan 2021, 14:32 GMT
- Tender notice expected22 Feb 2021
Commercial outcome & contract awards
Pipeline notice- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Contracting authority & participating public bodies
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.