Analytics and Quality Management

Concepts

• salford
• voice recognition
• hmrc
• quality management service
• quality management
• breed voice analytics
• analytics
• quality management services
• project management
• quality assurance system

Location

UNITED KINGDOM

Description

HMRC 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.

Total Quantity or Scope

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 (TCs). 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 TCs.

CPV Codes

• 72212314 - Voice recognition software development services
• 32543000 - Telephone switchboards
• 32583000 - Data and voice media
• 48512000 - Interactive voice response software package
• 72212512 - Interactive voice response software development services
• 48314000 - Voice recognition software package
• 72221000 - Business analysis consultancy services
• 72222000 - Information systems or technology strategic review and planning services
• 72223000 - Information technology requirements review services
• 72224000 - Project management consultancy services
• 72225000 - System quality assurance assessment and review services
• 72226000 - System software acceptance testing consultancy services
• 72227000 - Software integration consultancy services
• 72228000 - Hardware integration consultancy services
• 72251000 - Disaster recovery services
• 72252000 - Computer archiving services
• 72253000 - Helpdesk and support services
• 72254000 - Software testing
• 72261000 - Software support services
• 48000000 - Software package and information systems
• 48300000 - Document creation, drawing, imaging, scheduling and productivity software package
• 48330000 - Scheduling and productivity software package
• 48333000 - Contact management software package

Indicators

Other 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. 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