Analytics and Quality Management

A Tender Notice

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Contract (Services)
27 month
02 Mar 2021
01 Jun 2021 to 31 Aug 2023
29 Mar 2021 12:00



Geochart for 1 buyers and 0 suppliers

1 buyer


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.

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


  • Contract is suitable for SMEs.

Other Information

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 As part of the registration process you will receive an email. Once you have obtained your account ID (AN) number, please email 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 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. 170301 Ariba Supplier Guidance v7.pdf Analytics Quality Management - Tendering Instructions - v3.0.doc Transcription, Analytics and QM - Analytics and QM - SAP Ariba Questionnaire.xlsx