Analytics and Quality Management

Concepts

• hmrc requires voice analytics & quality management services
• quality management services
• telephone switchboards
• quality management
• voice analytics
• analytics
• project management
• quality assurance system
• main purposes of this notice
• odigo

Location

Description

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. There are two main purposes of this notice, which are to facilitate early market engagement as follows: 1)To gauge feedback on our proposed approach to terms and conditions (T&Cs).

CPV Codes

• 32543000 - Telephone switchboards
• 32583000 - Data and voice media
• 48000000 - Software package and information systems
• 72212314 - Voice recognition software development services
• 72212512 - Interactive voice response software development services
• 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

Indicators

• Contract is suitable for SMEs.

Other Information

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. 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. 170301 Ariba Supplier Guidance v7 (3).pdf