Quality Assurance and Speech Analytics - PP1015

{
  "id": "007421-2021",
  "tag": [
    "award",
    "contract"
  ],
  "date": "2021-04-09T15:29:52+01:00",
  "ocid": "ocds-h6vhtk-02a46e",
  "buyer": {
    "id": "GB-FTS-455",
    "name": "Orbit Group Limited"
  },
  "links": [
    {
      "rel": "prev",
      "href": "https://ted.europa.eu/udl?uri=TED:NOTICE:000172-2021:TEXT:EN:HTML"
    }
  ],
  "awards": [
    {
      "id": "007421-2021-Quality Assurance and Speech Analytics - PP1015-1",
      "status": "unsuccessful",
      "relatedLots": [
        "1"
      ],
      "statusDetails": "discontinued"
    }
  ],
  "tender": {
    "id": "DN518312",
    "lots": [
      {
        "id": "1",
        "status": "cancelled",
        "hasOptions": false,
        "description": "The previous quality management system was manually implemented. Moving to a system\nthat is based on speech and contact monitoring, with artificial intelligence built into it, will\nenable greater coverage in terms of quality assurance, but also greater insight into our\ncustomers’ experience.\nOur requirements are as follows:\n-Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system.\n-Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements.\n-Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this.\n-Set up and implementation support.\n-Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata\n-Ensure/advise that the ‘to be’ design is GDPR compliant.\n-Assist Orbit with defining of implementation and monitoring metrics.\n-With assistance from Orbit, produce documentation required to support the new service(s) in BAU.\n-Training delivery for users and super users of the system\n-Ensure that existing retention policies regarding data backups remain in force.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "Quality",
              "type": "quality",
              "description": "70"
            },
            {
              "type": "price",
              "description": "30"
            }
          ]
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UK"
          }
        ],
        "additionalClassifications": [
          {
            "id": "71700000",
            "scheme": "CPV",
            "description": "Monitoring and control services"
          },
          {
            "id": "79512000",
            "scheme": "CPV",
            "description": "Call centre"
          }
        ]
      }
    ],
    "title": "Quality Assurance and Speech Analytics - PP1015",
    "status": "cancelled",
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "description": "Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and\nas part of this transition have moved away from the previous Quality Management System .\nQuality Management is vital to our business, especially our Contact Centre and as part of this\ntransition we are looking to implement a new solution for this purpose.\nWe would like to enter into contract with a suitable provider who can implement an\nautomated quality management system across all our calls, emails and live chats.\nThe contract will be awarded for 24 months with 2x further options to extend for a further 12\nmonths (2+1+1).\nProvision of the service is expected to commence April 2021.",
    "classification": {
      "id": "72000000",
      "scheme": "CPV",
      "description": "IT services: consulting, software development, Internet and support"
    },
    "procurementMethod": "open",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Open procedure"
  },
  "parties": [
    {
      "id": "GB-FTS-455",
      "name": "Orbit Group Limited",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UK",
        "locality": "Coventry",
        "postalCode": "CV3 2SU",
        "countryName": "United Kingdom",
        "streetAddress": "Garden Court, Harry Weston Road, Binley Business Park"
      },
      "details": {
        "url": "http://procontract.due-north.com",
        "buyerProfile": "http://www.orbit.org.uk",
        "classifications": [
          {
            "id": "BODY_PUBLIC",
            "scheme": "TED_CA_TYPE",
            "description": "Body governed by public law"
          },
          {
            "id": "06",
            "scheme": "COFOG",
            "description": "Housing and community amenities"
          }
        ]
      },
      "identifier": {
        "legalName": "Orbit Group Limited"
      },
      "contactPoint": {
        "email": "group.tenders@orbit.org.uk",
        "telephone": "+44 2476438000"
      }
    },
    {
      "id": "GB-FTS-5068",
      "name": "Royal Courts of Justice",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "London",
        "countryName": "United Kingdom",
        "streetAddress": "The Strand"
      },
      "details": {
        "url": "http://www.orbit.org.uk"
      },
      "identifier": {
        "legalName": "Royal Courts of Justice"
      }
    }
  ],
  "language": "en",
  "description": "In March 2021, we completed a review of internal business and project resources for 2021-22. Considering some emerging and changing business priorities and increased capacity challenges with internal delivery resources, it has been decided to put the Quality Assurance and Speech Analytics project on hold. The implementation of the system and business capability remains and business ambition. However, considering the full project portfolio review, it is been put on hold for an initial 6-month period to be reviewed again later in the year.",
  "initiationType": "tender"
}