Official UK procurement notice
Analytics and Quality Management
Authority: HM Revenue & Customs (Central government)
What is being bought
Published requirement descriptionHMRC 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.
CPV: Business analysis consultancy services · Computer archiving services · Data and voice media · Disaster recovery services · Document creation, drawing, imaging, scheduling and productivity software package · Hardware integration consultancy services · Helpdesk and support services · Information systems or technology strategic review and planning services · Information technology requirements review services · Interactive voice response software development services · Interactive voice response software package · Project management consultancy services · +10 more
The lotProcurement structure
single lot · value publishedLot #1HMRC have procured a Transcription, Voice Analytics & Quality Management Services…AwardedRenewalPublished value£2,748,333
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, Additional information: A consumption-based charging model is required, of which more information is contained in the tender documents.
HMRC recognises that suppliers may wish to use a version of hosted or shared services to meet HMRC requirements, and this has been accounted for in the tender process.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published sub-criteria (4)
- Technical Merit: 47%
- Contractual: 8%
- Commercials: 35%
- Social Value: 10%
Published award criteria (4)
- Technical Merit: 47
- Social Value: 10
- Contractual: 8
- Commercials: 35
- Suitability
All data storage and processing must be UK onshore.
- Technical & professional ability
HMRC has set out some ‘must’ have technical criteria, which need to be met without additional cost. Bids with any ‘Musts’ not met will not progress.
- Price carries 35 of 100 points: a 10% discount moves about 3.5 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 26 Feb 2021, 18:32 GMT
- Last source update
- 20 Jul 2021, 14:15 BST
- Award evaluation window
- 29 Mar 2021 – …
- Authority reference
CW33376- FTS notice number
2021/S 000-017074- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0296dbFind a Tender
- Electronic trading
- e-invoicing allowed · electronic payment
Publisher note: To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=612268562 GO Reference: GO-2021720-PRO-18597797
How it was run
Official notice- Submission deadline
- 29 Mar 2021, 12:00 BST
- Submission channel
- {"electronicSubmission","written"}
- Accepted languages
- en
- Bid validity
- 180 days from the deadline
- Bids opened
- 29 Mar 2021, 12:01 BST
Timeline
29 Mar 2021 → 20 Jul 2021 · 3 dates- Submission deadline29 Mar 2021, 12:00 BST
- Bids opened29 Mar 2021, 12:01 BST
- Notice published20 Jul 2021, 14:15 BST
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete20 Jul 2021, 14:15 BST
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Capita Customer Management Limited | £2,740,000 † | — | Awarded |
Contracts
Contract 017074-2021-CW33376-1 · Capita Customer Management Limited
- Signed
- 6 Jul 2021
- Value
- £2,740,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 6bids | — | — | — |
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- Capita Customer Management LimitedAwarded supplier
Official documents & specifications (1)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria