Official UK procurement notice
Quality Assurance and Speech Analytics - PP1015
Authority: Orbit Group Limited (Public body)
What is being bought
Published requirement descriptionOrbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and
as part of this transition have moved away from the previous Quality Management System .
Quality Management is vital to our business, especially our Contact Centre and as part of this
transition we are looking to implement a new solution for this purpose.
We would like to enter into contract with a suitable provider who can implement an
automated quality management system across all our calls, emails and live chats.
The contract will be awarded for 24 months with 2x further options to extend for a further 12
months (2+1+1).
Provision of the service is expected to commence April 2021.
CPV: Call centre · IT services: consulting, software development, Internet and support · Monitoring and control services
The lotProcurement structure
single lot · no lot value publishedLot #1The previous quality management system was manually implementedCancelled
The previous quality management system was manually implemented. Moving to a system
that is based on speech and contact monitoring, with artificial intelligence built into it, will
enable greater coverage in terms of quality assurance, but also greater insight into our
customers’ experience.
Our requirements are as follows:
-Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system.
-Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements.
-Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this.
-Set up and implementation support.
-Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata
-Ensure/advise that the ‘to be’ design is GDPR compliant.
-Assist Orbit with defining of implementation and monitoring metrics.
-With assistance from Orbit, produce documentation required to support the new service(s) in BAU.
-Training delivery for users and super users of the system
-Ensure that existing retention policies regarding data backups remain in force.
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 award criteria (2)
- Quality: 70
- Price: 30
- Price carries 30 of 100 points: a 10% discount moves about 3 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
- Cancelled
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 9 Apr 2021, 15:29 BST
- Last source update
- 9 Apr 2021, 15:29 BST
- Authority reference
DN518312- FTS notice number
2021/S 000-007421- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-02a46eFind a Tender
Publisher note: 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.
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast1 further award records carry no date or value.
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Royal Courts of JusticeReview body
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.