HMRC: Analytics and Quality Management

UK-Salford: Voice recognition software development services.


Preliminary Questions
   This notice is for prior information only: Yes
   This notice aims at reducing time-limits for receipt of tenders: No
   This notice is a call for competition: No
         
Section I: Contracting Authority

I.1) Name and addresses:
       HMRC
       5W Ralli Quays, Salford, M60 9LA, United Kingdom
       Tel. +44 3000532848, Email: liam.osborn@hmrc.gov.uk
       Contact: Liam Osborn
       Main Address: www.gov.uk
       NUTS Code: UK
      Specifications and additional documents: As Above
I.2) Joint procurement:
   The contract involves joint procurement: No.
   The contract is awarded by a central purchasing body: Yes .

I.3) Communication          
   Further information can be obtained from: address as in Annex A.I

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: Direct and indirect taxation

Section II: Object
      
II.1) Scope of the procurement - 1
   II.1.1) Title: Analytics and Quality Management    
          Reference number: SR559416956
   II.1.2) Common Procurement Vocabulary:       
      72212314 - Voice recognition software development services.
   II.1.3) Type of contract: SERVICES
   II.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.          
   II.1.5) Estimated total value:       
      Value excluding VAT (give figures only) : 3,460,000 - GBP
   II.1.6) Information about lots:
      This contract is divided into lots: No          
      Maximum number of lots that may be awarded to one tenderer: Not Provided       
      The contracting authority reserves the right to award contracts combining the following lots or groups of lots: Not Provided

II.2) Lot Description          
   II.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 - Help-desk 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.       
   II.2.3) Place of performance:       
      Region Codes:               
         UK - UNITED KINGDOM    
   II.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.    
   II.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.    


II.3) Estimated Date of publication
         22/02/2021
      
      
Section IV: Procedure   

IV.1) Description       
   IV.1.8) Information about Government Procurement Agreement (GPA )
         The contract is covered by the Government Procurement Agreement (GPA) - YES

Section VI: Complementary Information    
VI.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-2021121-PRO-17674373 TKR-2021121-PRO-17674372        

VI.5) Date Of Dispatch Of This Notice: 21/01/2021

   
ANNEX A    
   
   I) Addresses and contact points from which further information can be obtained:
       HMRC
       5W Ralli Quays, Salford, M60 9LA, United Kingdom
       Tel. +44 7773091411, Email: james.arch@hmrc.gov.uk
       Contact: James Arch
       Main Address: www.gov.uk
       NUTS Code: UK