Analytics and Quality Management
key details
| Value | £2,740,000 |
|---|---|
| Status | complete |
| Category (CPV) | 72212314 |
| Deadline | 5 Jul 2021 |
| Contract start | 7 Jul 2021 |
| Contract end | 1 Oct 2023 |
| Procedure | open |
| SME suitable | Yes |
| OCID | ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627 |
Awards (2)
This procurement was awarded to 1 suppliers. Values shown are per-award; the notice total is £2,740,000.
| Supplier | Value | Date | Status |
|---|---|---|---|
| Capita Customer Management Limited | £2,740,000 | 5 Jul 2021 | active |
| Capita Customer Management Limited | · | · | active |
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.
notice history
4 notices published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 21 Jan 2021 | Prior information notice (F01) | Earlier regulations | 001247-2021 |
| 26 Feb 2021 | Contract notice (F02) | Earlier regulations | 003955-2021 |
| 20 Jul 2021 | Contract award notice (F03) | Earlier regulations | 017074-2021 |
| 20 Jul 2021 | Award (award) | · | 1e5b4461-119f-4088-9ca9-53365ea6a2ad-452801 |
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source
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