HMRC: Analytics and Quality Management

UK-Salford: Voice recognition software development services.
Section I: Contracting Authority
      I.1) Name and addresses
             HMRC, United Kingdom
             5W Ralli Quays, 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.gov.uk/contracts-finder
      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: Analytics and Quality Management       
      Reference Number: SR559416956
      II.1.2) Main CPV Code:
      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 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.       
      II.1.5) Estimated total value:
      Value excluding VAT: 5,188,333       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
      
      II.2.2) Additional CPV codes:
      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.
      
      II.2.3) Place of performance:
      UK UNITED KINGDOM
      
      II.2.4) Description of 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.
      II.2.5) Award criteria:
            Criteria below
            Quality criterion - Name: Technical Merit / Weighting: 47
            Quality criterion - Name: Social Value / Weighting: 10
                        
            Cost criterion - Name: Commercials / Weighting: 43
                              
      II.2.6) Estimated value:
      Value excluding VAT: 2,748,333       
      Currency: GBP       
      II.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.
      
      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: 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 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:          
      All data storage and processing must be UK onshore.    
      III.1.2) Economic and financial standing          
      Selection criteria as stated in the procurement documents       
      List and brief description of selection criteria:       
      Not Provided    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.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.    
      Minimum level(s) of standards possibly required (if applicable) :          
      Not Provided   
      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: Not provided       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 29/03/2021 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): 6
      
      IV.2.7) Conditions for opening of tenders:
         Date: 29/03/2021
         Time: 12:01
         Place:
         Remote
      

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: 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
   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: 26/02/2021

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 3000510017, Email: sarah.phillips@hmrc.gov.uk
       Contact: Sarah Phillips
       Main Address: https://www.gov.uk/government/organisations/hm-revenue-customs
       NUTS Code: UK