Section one: Contracting authority
one.1) Name and addresses
HMRC
5W Ralli Quays
Salford
M60 9LA
Contact
Sarah Phillips
Telephone
+44 3000510017
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.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
CW33376
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.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £2,740,000
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 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,
two.2.5) Award criteria
Quality criterion - Name: Technical Merit / Weighting: 47
Quality criterion - Name: Social Value / Weighting: 10
Quality criterion - Name: Contractual / Weighting: 8
Cost criterion - Name: Commercials / Weighting: 35
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 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.2.1) Previous publication concerning this procedure
Notice number: 2021/S 000-003955
Section five. Award of contract
Contract No
CW33376
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
6 July 2021
five.2.2) Information about tenders
Number of tenders received: 6
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Capita Customer Management Limited
65 Gresham Street
London
EC2V 7NQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
01336850
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £2,740,000
Section six. Complementary information
six.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=612268562
GO Reference: GO-2021720-PRO-18597797
six.4) Procedures for review
six.4.1) Review body
HMRC
5W Ralli Quays
Salford
M60 9LA
Country
United Kingdom