Section one: Contracting authority
one.1) Name and addresses
HMRC
5W Ralli Quays
Salford
M60 9LA
Contact
Liam Osborn
Telephone
+44 3000532848
Country
United Kingdom
NUTS code
UK - UNITED KINGDOM
Internet address(es)
Main address
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
Additional information can be obtained from another address:
HMRC
5W Ralli Quays
Salford
M60 9LA
Contact
James Arch
Telephone
+44 7773091411
Country
United Kingdom
NUTS code
UK - UNITED KINGDOM
Internet address(es)
Main address
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Other activity
Direct and indirect taxation
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Analytics and Quality Management
Reference number
SR559416956
two.1.2) Main CPV code
- 72212314 - Voice recognition software development services
two.1.3) Type of contract
Services
two.1.4) Short description
HMRC requires a replacement best of breed Voice 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.
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.
two.1.5) Estimated total value
Value excluding VAT: £3,460,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 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
- 48333000 - Contact management software package
two.2.3) Place of performance
NUTS codes
- UK - UNITED KINGDOM
Main site or place of performance
UNITED KINGDOM
two.2.4) Description of the procurement
There are two main purposes of this PIN, which are to facilitate early market engagement as follows:
1)To gauge feedback on our proposed approach to terms and conditions (T&Cs). 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.
two.2.14) Additional information
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.
two.3) Estimated date of publication of contract notice
22 February 2021
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section six. Complementary information
six.3) Additional information
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.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=560474185
GO Reference: GO-2021121-PRO-17674373