DWP Call Transcription and Analytics Service

Concepts

• dwp call transcription and analytics service
• information technology
• call transcription and analytics service
• dwp call transcription
• dwp
• analytics service
• provision of the service
• call transcription
• initial step
• release of a request

Location

Description

This Prior Information Notice (PIN) is being issued to inform any interested suppliers that the Department for Work and Pensions (DWP) is planning to commence a procurement activity for a enhancing the Call Transcription and Analytics Service. The initial step will be the release of a Request for Information (RFI) that will invite suppliers to suggest options for the provision of the service based on our outline of the current state, our strategic direction and our draft requirement. The response will help inform our future functional and non-functional requirements, our commercial route to market and, based upon our volume forecasts, our cost estimates.

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Indicators

• Contract is suitable for SMEs.

Other Information

DWP are responsible for welfare, pensions, and child maintenance policy within the UK. As the UK's biggest public service Department, it administers the State Pension and a range of working age and disability benefits to around 20 million citizens, primarily in the UK. Some of our citizens are more vulnerable and could require enhanced support when speaking to Contact Centre agents. There is a business desire to enhance our ability to identify these needs at the earliest opportunity. In addition, this capability will provide the quantitative and qualitative management information, insights and reporting. A limited transaction and analytics capability exists today. The current solution uses recent call recordings to generate transcription files which are then assessed for keywords to identify possible customer needs. As such the current solution is not 'real time' but provides daily analysis for the calls which are screened. To achieve the required business outcomes the future service could leverage a similar approach or propose an alternative model. The RFI is planned to be issued via Contracts Finder within the next two weeks.