Analytics and Quality Management

Concepts

• salford
• voice recognition
• hmrc
• quality management service
• quality management
• quality management services
• analytics and quality management service
• analytics
• voice analytics
• voice analytics & quality management services

Location

United Kingdom: UNITED KINGDOM

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 overall £5,188,333 value includes for the optional extension of the contract for a total of a further 2 years. The value for the initial term is £2,748,333.

Total Quantity or Scope

HMRC requires Transcription, Voice Analytics & Quality Management Services that integrates 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 distinct business areas and several peaks periods throughout the year. Additional information: A consumption-based charging model is required, of which more information is contained in the tender documents. HMRC recognises that suppliers may wish to use a version of hosted or shared services to meet HMRC requirements, and this has been accounted for in the tender process.

Renewal Options

A maximum of two extension periods of 12 months will be allowable (overall term 27+12+12). The 27 initial period is to accommodate a three-month implementation timeframe and 24-month operational term; this is set out contractually in the tender documents.

Award Criteria

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

Indicators

• This is a one-off contract (no recurrence)
• Renewals are available.
• Professional qualifications are sought.
• Technical restrictions apply.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** 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. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=566717397 GO Reference: GO-2021226-PRO-17852577