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
National registration number
United Kingdom
Internet address(es)
Main address
https://www.gov.uk/government/organisations/hm-revenue-customs
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.gov.uk/contracts-finder
Additional information can be obtained from another address:
HMRC
5W Ralli Quays
Salford
M60 9LA
Contact
Sarah Phillips
Telephone
+44 3000510017
Country
United Kingdom
NUTS code
UK - UNITED KINGDOM
Internet address(es)
Main address
https://www.gov.uk/government/organisations/hm-revenue-customs
Tenders or requests to participate must be submitted electronically via
Tenders or requests to participate must be submitted to the above-mentioned 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 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 overall £5,188,333 value includes for the optional extension of the contract for a total of a further 2 years. The value for the initial term is £2,748,333.
two.1.5) Estimated total value
Value excluding VAT: £5,188,333
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
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
HMRC requires Transcription, Voice Analytics & Quality Management Services that integrates 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 distinct business areas and several peaks periods throughout the year.
two.2.5) Award criteria
Quality criterion - Name: Technical Merit / Weighting: 47
Quality criterion - Name: Social Value / Weighting: 10
Cost criterion - Name: Commercials / Weighting: 43
two.2.6) Estimated value
Value excluding VAT: £2,748,333
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
27
This contract is subject to renewal
Yes
Description of renewals
A maximum of two extension periods of 12 months will be allowable (overall term 27+12+12).
The 27 initial period is to accommodate a three-month implementation timeframe and 24-month operational term; this is set out contractually in the tender documents.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2.14) Additional information
A consumption-based charging model is required, of which more information is contained in the tender documents.
HMRC recognises that suppliers may wish to use a version of hosted or shared services to meet HMRC requirements, and this has been accounted for in the tender process.
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions
All data storage and processing must be UK onshore.
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
List and brief description of selection criteria
HMRC has set out some ‘must’ have technical criteria, which need to be met without additional cost. Bids with any ‘Musts’ not met will not progress.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
29 March 2021
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
29 March 2021
Local time
12:01pm
Place
Remote
Information about authorised persons and opening procedure
HMRC will be using an e-sourcing (eTendering) tool/application for this procurement. This prevents any information provided by the applicant or tenderer from being viewed by until the eSourcing event is closed. The e-sourcing (e-tendering) application will display the closing date/time within the event and automatically close the event when the time is reached. Once the event is closed only personnel who have access to the event within the system will be able to open and view the tender responses. Therefore, the opening time for tenders will coincide with the close date and time for the event and all tenders will become visible to personnel who have access to the event within the system.
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional 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 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.
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 e.procurement@hmrc.gov.uk 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.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=566717397
GO Reference: GO-2021226-PRO-17852577
six.4) Procedures for review
six.4.1) Review body
HMRC
5W Ralli Quays
Salford
M60 9LA
Country
United Kingdom