HMRC: Analytics and Quality Management

UK-Salford: Voice recognition software development services.

Section I: Contracting Authority

   I.1) Name, Addresses and Contact Point(s):
       HMRC, United Kingdom
       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

   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.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 Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: Analytics and Quality Management            
      Reference number: CW33376

      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.

      II.1.6) Information about lots
         This contract is divided into lots: No
            
      II.1.7) Total value of the procurement (excluding VAT)
          Value: 2,740,000
                  
         Currency:GBP            

   II.2) 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.


      II.2.3) Place of performance
      Nuts code:
      UK - UNITED KINGDOM
   
      Main site or place of performance:
      UNITED KINGDOM
             

      II.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,

      II.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
            

      II.2.11) Information about options
         Options: 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
         

      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 IV: Procedure

IV.1) Description

   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       
      

   IV.1.6) Information about electronic auction
      An electronic auction has been used: No

   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 OJEU: 2021/S 000-003955
      
   

   IV.2.9) Information about termination of call for competition in the form of a prior information notice
      The contracting authority will not award any further contracts based on the above prior information notice: No

Section V: Award of contract

Award Of Contract (No.1)

   Contract No: CW33376    
   Lot Number: Not Provided    
   Title: Not Provided

   A contract/lot is awarded: Yes


   V.2) Award of contract

      V.2.1) Date of conclusion of the contract: 06/07/2021

      V.2.2) Information about tenders
         Number of tenders received: 6
         Number of tenders received from SMEs: Not Provided          
         Number of tenders received from tenderers from other EU Member States: Not Provided          
         Number of tenders received from tenderers from non-EU Member States: Not Provided          
         Number of tenders received by electronic means: Not Provided

      V.2.3) Name and address of the contractor

      The contract has been awarded to a group of economic operators: No
         
         Contractor (No.1)
             Capita Customer Management Limited, 01336850
             65 Gresham Street, London, EC2V 7NQ, United Kingdom
             NUTS Code: UK
            The contractor is an SME: No

      V.2.4) Information on value of the contract/lot (excluding VAT)
         Initial estimated total value of the contract/lot: Not Provided          
         Total value of the contract/lot: 2,740,000
         Currency: GBP

      V.2.5) Information about subcontracting
         The contract is likely to be subcontracted: No
         
Section VI: Complementary information

   VI.3) Additional information: To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=612268562

   VI.4) Procedures for review

      VI.4.1) Review body
          HMRC
          5W Ralli Quays, Salford, M60 9LA, United Kingdom

      VI.4.3) Review procedure
         Precise information on deadline(s) for review procedures: Not Provided

      VI.4.4) Service from which information about the review procedure may be obtained
         Not Provided

   VI.5) Date of dispatch of this notice: 20/07/2021