Section one: Contracting authority
one.1) Name and addresses
Orbit Group Limited
Garden Court, Harry Weston Road, Binley Business Park
Coventry
CV3 2SU
Telephone
+44 2476438000
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
http://procontract.due-north.com
Buyer's address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Quality Assurance and Speech Analytics - PP1015
Reference number
DN518312
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and
as part of this transition have moved away from the previous Quality Management System .
Quality Management is vital to our business, especially our Contact Centre and as part of this
transition we are looking to implement a new solution for this purpose.
We would like to enter into contract with a suitable provider who can implement an
automated quality management system across all our calls, emails and live chats.
The contract will be awarded for 24 months with 2x further options to extend for a further 12
months (2+1+1).
Provision of the service is expected to commence April 2021.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 71700000 - Monitoring and control services
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The previous quality management system was manually implemented. Moving to a system
that is based on speech and contact monitoring, with artificial intelligence built into it, will
enable greater coverage in terms of quality assurance, but also greater insight into our
customers’ experience.
Our requirements are as follows:
-Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system.
-Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements.
-Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this.
-Set up and implementation support.
-Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata
-Ensure/advise that the ‘to be’ design is GDPR compliant.
-Assist Orbit with defining of implementation and monitoring metrics.
-With assistance from Orbit, produce documentation required to support the new service(s) in BAU.
-Training delivery for users and super users of the system
-Ensure that existing retention policies regarding data backups remain in force.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 70
Price - Weighting: 30
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
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: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2021/S 001-000172
Section five. Award of contract
Contract No
Quality Assurance and Speech Analytics - PP1015
A contract/lot is awarded: No
five.1) Information on non-award
The contract/lot is not awarded
Other reasons (discontinuation of procedure)
Section six. Complementary information
six.3) Additional information
In March 2021, we completed a review of internal business and project resources for 2021-22. Considering some emerging and changing business priorities and increased capacity challenges with internal delivery resources, it has been decided to put the Quality Assurance and Speech Analytics project on hold. The implementation of the system and business capability remains and business ambition. However, considering the full project portfolio review, it is been put on hold for an initial 6-month period to be reviewed again later in the year.
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
The Strand
London
Country
United Kingdom