Analytics and Quality Management
key details
| Value | £6,379,208 |
|---|---|
| Status | complete |
| Category (CPV) | 32543000 +17 more |
| Deadline | 29 Mar 2021 |
| Contract start | 6 Jul 2021 |
| Contract end | 5 Oct 2023 |
| Procedure | open |
| SME suitable | Yes |
| OCID | ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| CAPITA CUSTOMER MANAGEMENT LIMITED | £6,379,208 | 5 Jul 2021 | active |
description
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,
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 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.
documents
- https://www.contractsfinder.service.gov.uk/Notice/d1bec01b-123a-4fb4-a4e2-77d2bfcbc39d , tenderNotice
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/66ce9c5b-41fb-4292-9bb5-cb25efca3843 , biddingDocuments
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e05d67aa-bfd3-4ffd-8f2b-d965d4221dad , biddingDocuments
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/a5317c6c-1ed9-4a18-811e-6c6089237e94 , contractSchedule
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/60fb115a-d1e8-4c26-bf40-37950a70dc54 , biddingDocuments
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/611a1d46-8542-4c90-beff-c11a362cf1fd , contractSigned
- https://www.contractsfinder.service.gov.uk/Notice/d1bec01b-123a-4fb4-a4e2-77d2bfcbc39d , contractNotice
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
3 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 28 Jul 2021 | Award (award) | · | a5c85081-3a17-4e51-be88-890a231e7a57-455358 |
| 5 Jun 2024 | Award update (awardUpdate) | · | a5c85081-3a17-4e51-be88-890a231e7a57-756612 |
| 16 Dec 2024 | Award update (awardUpdate) | · | a5c85081-3a17-4e51-be88-890a231e7a57-811263 |
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source
Published on Contracts Finder. Contact details for named individuals are not reproduced on this site.