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/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/Attachment/66ce9c5b-41fb-4292-9bb5-cb25efca3843 , biddingDocuments
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/a5317c6c-1ed9-4a18-811e-6c6089237e94 , contractSchedule
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/e05d67aa-bfd3-4ffd-8f2b-d965d4221dad , biddingDocuments
- https://www.contractsfinder.service.gov.uk/Notice/d1bec01b-123a-4fb4-a4e2-77d2bfcbc39d , tenderNotice
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 |
more from H M REVENUE & CUSTOMS
- Schools Education Agency Services Call-Off Contract - Tax Facts Programme · £150,000 · 29 Jul 2026
- Procurement of 10k Laptops · £10,438,000 · 23 Jul 2026
- Project Management Software for Brand and Creative · £40,000 · 22 Jul 2026
- PCI DSS Attestation contract · £102,345 · 21 Jul 2026
- VAT PDF and CAS Proxy Service · £495,000 · 21 Jul 2026
- FDIR · £3,000,000 · 3 Jul 2026
- HMRC Annual Stakeholder Research 2024-2026 · £226,000 · 2 Jul 2026
- GVMS Bridging Contract · £9,000,000 · 30 Jun 2026
all contracts from this buyer →
similar contracts awarded
Other awarded contracts in the same category. Useful for seeing who normally wins this kind of work, and at what value.
- Contact Centre 2026 · Oxford City Council · £310,000
- CBMDC 462 - automated telephony call routing solution · City of Bradford Metropolitan District Council · £70,000
- Internet Protocol Telephony Service · Suffolk Constabulary · £498,343
- Smartnumbers · British Transport Police · £90,562
- Police Telephone System Maintenance Renewal · 7 Forces Procurement · £50,704
- Netcall - SolutionCare and Support Renewal v2 · Department of Health and Social Care (DHSC) · £8,546
- Complaints Messaging Service for IELTS · BRITISH COUNCIL(THE)
- Netcall Automated Switchboard Support and Maintenance · London Borough of Southwark · £14,045
source
Published on Contracts Finder. Contact details for named individuals are not reproduced on this site.