HMCTS Reform Interactive Voice Response Recordings Contract

HMCTS Digital and Technology Services are procuring an IVR Design and Management Service. The Authority is looking to appoint and work with a supplier which has a proven track record in delivery in this area, with demonstrable evidence of a flexible approach that delivers high quality, cost effective services within stated deadlines.

The supplier is required to do the following:

Review current IVR messages and provide options and solutions for a refresh if these to provide an effective and efficient customer experience

Identify call flow improvement through effective scripts

Provide professional voiceovers for IVR recordings

Record all prompts digitally and provide in usable format to MoJ network system - current format for audio prompts is .WAV 16-bit but supplier will need to be flexible to ensure compatibility with all current and future technologies deployed by the Authority.

Provide timely turnaround for any IVR changes requested.

Provide comfort messages, including on hold audio music to be agreed with the Authority.

Create library for all recordings developed and used within contract. HMCTS would own these messages, which would be available for use both during the contract and for a period TBD after it.