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| Source: | Contracts Finder |
| Notice Type: | Award update |
| Buyer: | H M Revenue & Customs |
| Main Category: | Services |
| Procurement Method: | Open procedure (above threshold) |
| Tender Status: | Closed |
| Estimated Value (ex. VAT): | £2,740,000 |
| Release Date: | 5 June 2024 |
| Application Deadline: | 29 March 2021 |
| Contract Start Date: | 5 July 2021 |
All 2 notices for this procurement, oldest first.
Analytics and Quality Management
Analytics and Quality Management
Earlier notices predate the Procurement Act 2023 (commenced 24 Feb 2025) and therefore don't carry UK1–UK17 codes.
View Original Notice
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Awarded to
| Award value: | £4,908,673 |
| Award decision date: | 5 July 2021 |
| Award status: | Active |
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.
Pipeline status
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Application Deadline
29 March 2021
Closed
Estimated Value
£2,740,000
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Book a free consultation →| Contract End Date: |
| 5 October 2023 |
| Contract Duration: | 2.3 years |
| Procurement ID (OCID): | ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d |
| Notice Reference: | a5c85081-3a17-4e51-be88-890a231e7a57-756612 |