Analytics and Quality Management

There are two main purposes of this PIN, which are to facilitate early market engagement as follows: 1)To gauge feedback on our proposed approach to terms and conditions (T&Cs). Of particular interest is suppliers’ feedback on: a)Suitability of this contract structure for the services that would be proposed b)Any terms that would be in direct conflict with those being proposed, because of the commercial solution being proposed c)An understanding of the commercial options available for procurement of these style of services 2)To stimulate market interest and gain insight into the key features of available services. Interested suppliers will be given access to a Request for Information (RFI) exercise in the form of an electronic questionnaire within HMRC’s SAP Ariba portal. The RFI will include any relevant documentation, including the proposed T&Cs. Additional information: HMRC requires Voice Analytics & Quality Management Services that integrate with current telephony partners Odigo and Nuance. 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 several peaks periods throughout the year.