HMRC: Contact Engagement Programme - Telephony Services

  HMRC has published this notice through Delta eSourcing

Notice Summary
Title: Contact Engagement Programme - Telephony Services
Notice type: Contract Notice
Authority: HMRC
Nature of contract: Not applicable
Procedure: Open
Short Description: HMRC’s telephony platform contract expires 23/01/2021. The department wishes to modernise contact handling as part of our wider strategy to transform customer management. A ‘best in breed’ approach has been adopted, aiming to procure telephony technologies that can work together and with other Contact Engagement components, to deliver excellent, digital first, customer service. The current budget for the initial four-year contract term for all three requirement lots is £57m. The estimates provided at lot-specific level are the indicative budgets to achieve the overall budget for the initial term. The Authority will consider proposals which include pricing above the lot-specific budgetary figures provided, but reserve the right to exclude such proposals which are above the lot-specific indicative budgetary figures, should its overall budget of £57m be exceeded. The overall £91m value includes for the optional extension of the contract for a total of a further two years.
Published: 12/12/2019 16:48

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UK-Salford: Telephone network equipment.
Section I: Contracting Authority
      I.1) Name and addresses
             HM Revenue & Customs, United Kingdom
             5W Ralli Quays, Stanley Street, Salford, M60 9LA, United Kingdom
             Tel. +44 3000532848, Email: liam.osborn@hmrc.gov.uk
             Contact: Liam Osborn
             Main Address: https://www.gov.uk/government/organisations/hm-revenue-customs
             NUTS Code: UK
      I.2) Joint procurement
      The contract involves joint procurement: No.
      In the case of joint procurement involving different countries, state applicable national procurement law: Not provided       
      The contract is awarded by a central purchasing body: Yes.
      I.3) Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.contractsfinder.service.gov.uk/Search
      Additional information can be obtained from: address as in Annex A.I:
      Tenders or requests to participate must be sent electronically via https://s1-eu.ariba.com/Sourcing/Main/ad/register/SSOActions?realm=hmrc&passwordadapter=SourcingSupplierUser&type=full to the abovementioned address       
      Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided
      I.4) Type of the contracting authority
            Ministry or any other national or federal authority, including their regional or local subdivisions
      I.5) Main activity
            Other activity:

Section II: Object
II.1) Scope of the procurement
      II.1.1) Title: Contact Engagement Programme - Telephony Services       
      Reference Number: SR262311167
      II.1.2) Main CPV Code:
      32429000 - Telephone network equipment.

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: HMRC’s telephony platform contract expires 23/01/2021. The department wishes to modernise contact handling as part of our wider strategy to transform customer management. A ‘best in breed’ approach has been adopted, aiming to procure telephony technologies that can work together and with other Contact Engagement components, to deliver excellent, digital first, customer service.
The current budget for the initial four-year contract term for all three requirement lots is £57m. The estimates provided at lot-specific level are the indicative budgets to achieve the overall budget for the initial term. The Authority will consider proposals which include pricing above the lot-specific budgetary figures provided, but reserve the right to exclude such proposals which are above the lot-specific indicative budgetary figures, should its overall budget of £57m be exceeded. The overall £91m value includes for the optional extension of the contract for a total of a further two years.       
      II.1.5) Estimated total value:
      Value excluding VAT: 91,000,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: Yes       
      Tenders may be submitted for: All lots
      Maximum number of lots that may be awarded to one tenderer: 3
      The contracting authority reserves the right to award contracts combining the following lots or groups of lots: There are three lots in total:
1. Core Telephony, Carrier Services and Systems Integration
2. Voice Automation
3. Recording & Analytics
The Authority reserves the right to award contract/s combining any or all of the lots, with The Authority carrying out an open and transparent evaluation process in line with the Public Contract Regulations 2015.

II.2) Description
II.2) Description Lot No. 1
      
      II.2.1) Title: Core Telephony, Carrier Services and Systems Integration       
      Lot No: 1       
      II.2.2) Additional CPV codes:
      79512000 - Call centre.
      79342300 - Customer services.
      72222300 - Information technology services.
      64227000 - Integrated telecommunications services.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: The Core System
The core telephony capabilities for receiving, queuing and handling inbound telephone calls and making bulk outbound calls;
Carrier Services
The capability to make and receive calls from the public telecommunications network, including the provisions of connections to the public network, intelligent network layer and a range of non-geographic telephone numbers
Systems Integrator
Performing the IT Delivery Lead role to ensure that the different telephony systems delivered under lots 1 – 3 will integrate with each other and with the wider ecosystem.
      II.2.5) Award criteria:
            Criteria below
            Quality criterion - Name: Social, Environmental & Innovative Characteristics / Weighting: 10
            Quality criterion - Name: Technical Merit / Weighting: 50
                        
            Cost criterion - Name: Cost / Weighting: 40
                              
      II.2.6) Estimated value:
      Value excluding VAT: 26,000,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 48       
      This contract is subject to renewal: Yes       
      Description of renewals: The contract is subject to two optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: No
      II.2.13) Information about European Union funds:
      The procurement is related to a project and/or programme financed by European Union funds: No       
      Identification of the project: Not provided             
      II.2.14) Additional information: Not provided       
II.2) Description Lot No. 2
      
      II.2.1) Title: Voice Automation       
      Lot No: 2       
      II.2.2) Additional CPV codes:
      48314000 - Voice recognition software package.
      48512000 - Interactive voice response software package.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: The use of Voice Automation in identifying a caller's identity, intent, call steering and voice self-service Applications.
Voice Biometrics - capability to deliver secure and accurate identity management.
      II.2.5) Award criteria:
            Criteria below
            Quality criterion - Name: Social, Environmental & Innovative Characteristics / Weighting: 10
            Quality criterion - Name: Technical Merit / Weighting: 50
                        
            Cost criterion - Name: Cost / Weighting: 40
                              
      II.2.6) Estimated value:
      Value excluding VAT: 23,000,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 48       
      This contract is subject to renewal: Yes       
      Description of renewals: The contract is subject to two optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: No
      II.2.13) Information about European Union funds:
      The procurement is related to a project and/or programme financed by European Union funds: No       
      Identification of the project: Not provided             
      II.2.14) Additional information: Not provided       
II.2) Description Lot No. 3
      
      II.2.1) Title: Recording & Analytics       
      Lot No: 3       
      II.2.2) Additional CPV codes:
      48314000 - Voice recognition software package.
      32342450 - Voice recorders.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of procurement: The recording, storage, transcription and analysis on 100% of calls received by HMRC. Integrating the analytical capability with all other telephony components.
Securely storing and retrieving large volumes of data and metadata, including c.170m call recordings for six years plus current tax year.
      II.2.5) Award criteria:
            Criteria below
            Quality criterion - Name: Social, Environmental and Innovative Characteristics / Weighting: 10
            Quality criterion - Name: Technical Merit / Weighting: 50
                        
            Cost criterion - Name: Cost / Weighting: 40
                              
      II.2.6) Estimated value:
      Value excluding VAT: 8,000,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 48       
      This contract is subject to renewal: Yes       
      Description of renewals: The contract is subject to two optional extensions of 12 months each, making the overall possible term (in months) 48 + 12 + 12
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: No
      II.2.13) Information about European Union funds:
      The procurement is related to a project and/or programme financed by European Union funds: No       
      Identification of the project: Not provided             
      II.2.14) Additional information: Not provided       


Section III: Legal, Economic, Financial And Technical Information
   III.1) Conditions for participation
      III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
      List and brief description of conditions:          
      Not Provided       
      III.1.2) Economic and financial standing       
      List and brief description of selection criteria:
      Full details regarding legal, economic, financial and technical information to be provided at the tender stage will be detailed in the tender documentation. Potential Tenderers should be aware, however, that they may be required to forward the following information:
(a) A copy of the most recent audited accounts covering the Tenderer’s last two years of trading (or for the period that is available if trading for less than two years) or
(b) For the most recent full year of trading, where this information is not available in audited form, a copy of the draft or unaudited financial accounts or equivalent information showing the Tenderer’s turnover, profit and loss and cash flow position and an end period balance sheet or, where this cannot be provided, a statement signed by the finance director or similar responsible person detailing any major changes in the current financial position since the date of the latest audited accounts provided.    
      Minimum level(s) of standards possibly required (if applicable) :       
      Suppliers must not propose solutions with annual costs which are higher than 50% of their annual turnover.    
      III.1.3) Technical and professional ability
      List and brief description of selection criteria:       
      Data Security    
      Minimum level(s) of standards possibly required (if applicable) :          
      Economic Operators will need to ensure that all data storage and processing must not be processed, stored or accessed outside the United Kingdom without the express permission of the Authority, in accordance with the Authority’s offshoring policy.
      III.1.5) Information about reserved contracts (if applicable)   
      The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No       
      The execution of the contract is restricted to the framework of sheltered employment programmes: No    
      
   III.2) Conditions related to the contract
      III.2.1) Information about a particular profession    
      Reference to the relevant law, regulation or administrative provision:          
      Not Provided    
      III.2.2) Contract performance conditions          
      Not Provided          
      III.2.3) Information about staff responsible for the performance of the contract
      Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No

Section IV: Procedure
   IV.1) Description OPEN
      IV.1.1) Type of procedure: Open   
   
   IV.1.3) Information about a framework agreement or a dynamic purchasing system    
         The procurement involves the establishment of a framework agreement - NO    
         In the case of framework agreements justification for any duration exceeding 4 years: Not Provided    
   
   
   IV.1.6) Information about electronic auction:
      An electronic auction will be used: No
      Additional information about electronic auction: Not provided
   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: Yes       
   IV.2) Administrative information
      IV.2.1) Previous publication concerning this procedure:
         Notice number in the OJ S: 2019/S 153 - 377208       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 28/01/2020 Time: 12:00
            
      IV.2.4) Languages in which tenders or requests to participate may be submitted: English,       
      IV.2.6) Minimum time frame during which the tenderer must maintain the tender:
         Duration in month(s): 12
      
      IV.2.7) Conditions for opening of tenders:
         Date: 28/01/2020
         Time: 12:00
         Place:
         Salford
      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: No    
   Estimated timing for further notices to be published: Not provided
   VI.2) Information about electronic workflows
   Electronic ordering will be used No       
   Electronic invoicing will be accepted Yes       
   Electronic payment will be used Yes       
   VI.3) Additional Information: Any selection of tenderers will be based solely on the criteria set out for the procurement. Economic operators who wish to view the tender documentation electronically can do so by searching on the Contracts Finder website: https://www.contractsfinder.service.gov.uk/Search login 48 hours after the dispatch of this notice. HMRC uses an HMRC instance of SAP Ariba Sourcing Pro (thereafter referred to as HMRC’s SAP Ariba) and this must be used to express an interest and/or bid for the opportunity. (Further information about HMRC’s SAP Ariba is available on the HMRC website: www.hmrc.gov.uk/about/supplying.htm) Economic operators who have used HMRC’s SAP Ariba previously will be registered as part of the HMRC Ariba Supplier Network and you should access the system to obtain your account ID number. Contact details on the system should be checked and, where necessary, additional users added to help avoid multiple registrations for the same organisation. Previously registered users having difficulty recovering their account ID number or identifying users within their organisation should email for assistance sapariba.hmrcsupport@hmrc.gov.uk Economic operators using HMRC’s SAP Ariba for the first time, including suppliers who are already registered on the wider SAP Ariba supplier network, will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full. (You must ensure that you are directed to the registration page for HMRC’s SAP Ariba, identified with the HMRC logo at the top of the page, and to do this you may need to cut and paste the web address directly into your web browser). You will receive a system generated email asking you to activate your SAP Ariba supplier account by verifying your email address. Once you have completed the activation process you will receive a further email confirming the ‘registration process is now complete’ and providing you with ‘your organisation’s account ID’ number. If an email response from HMRC is not received within one working day of your request, please re-contact sapariba.hmrcsupport@hmrc.gov.uk (after first checking your spam in-box) notifying non-receipt and confirming when your registration request was first made.
Once you have obtained ‘your account ID’ number, please email e.procurement@hmrc.gov.uk with the following information as confirmation that you wish to express an interest and/or bid for the opportunity.
The contract reference of this Contract Notice (Customer Engagement Programme - Telephony Services; SR262311167
Your HMRC SAP Ariba account ID: AN
Your organisation’s 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 (and any associated hard-copy documents received by HMRC) no later than 12:00 on 28/01/2020. The deadline for clarification questions is 14/01/2020 with responses provided by 21/01/2020 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=441569290
   VI.4) Procedures for review
   VI.4.1) Review body:
             HMRC
       5W Ralli Quays, Salford, M60 9LA, United Kingdom
   VI.4.2) Body responsible for mediation procedures:
Not provided
   VI.4.3) Review procedure
   Precise information on deadline(s) for review procedures:    
    Not Provided    
   VI.4.4) Service from which information about the lodging of appeals may be obtained:
Not provided
   VI.5) Date Of Dispatch Of This Notice: 12/12/2019

Annex A
   I) Addresses and contact points from which further information can be obtained:
       HM Revenue & Customs
       5W Ralli Quays, Stanley Street, Salford, M60 9LA, United Kingdom
       Tel. +44 7799034678, Email: ken.webster1@hmrc.gov.uk
       Contact: Ken Webster
       Main Address: https://www.gov.uk/government/organisations/hm-revenue-customs
       NUTS Code: UK   


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