Analytics and Quality Management

A Contract Award Notice
by H M REVENUE & CUSTOMS

Source
Contracts Finder
Type
Contract (Services)
Duration
27 month
Value
£3M
Sector
TECHNOLOGY
Published
28 Jul 2021
Delivery
06 Jul 2021 to 05 Oct 2023
Deadline
29 Mar 2021 12:00

Concepts

Location

Geochart for 1 buyers and 1 suppliers

1 buyer

1 supplier

Description

HMRC have procured a Transcription, Voice Analytics & Quality Management Services which will integrate with current telephony partners and the existing HMRC telephony estate. The competition was ran via Open Procedure, 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.

Award Detail

1 Capita Customer Management (London)
  • Value: £2,740,000

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

Contract Award Form v2.0 REDACTED.pdf

Reference

Domains