Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
HMRC
United Kingdom
5W Ralli Quays
Salford
M60 9LA
UK
Contact person: Sarah Phillips
Telephone: +44 3000510017
E-mail: sarah.phillips@hmrc.gov.uk
NUTS: UK
Internet address(es)
Main address: https://www.gov.uk/government/organisations/hm-revenue-customs
I.2) Joint procurement
The contract is awarded by a central purchasing body
I.4) Type of the contracting authority
Ministry or any other national or federal authority, including their regional or local subdivisions
I.5) Main activity
Other: Direct and indirect taxation
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Analytics and Quality Management
Reference number: CW33376
II.1.2) Main CPV code
72212314
II.1.3) Type of contract
Services
II.1.4) Short description
HMRC 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.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
2 740 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
32543000
32583000
48512000
72212512
48314000
72221000
72222000
72223000
72224000
72225000
72226000
72227000
72228000
72251000
72252000
72253000
72254000
72261000
48000000
48300000
48330000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM
II.2.4) Description of the procurement
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,
II.2.5) Award criteria
Quality criterion: Technical Merit
/ Weighting: 47
Quality criterion: Social Value
/ Weighting: 10
Quality criterion: Contractual
/ Weighting: 8
Cost criterion: Commercials
/ Weighting: 35
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
II.2.14) 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.
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2021/S 000-003955
Section V: Award of contract
Contract No: CW33376
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
06/07/2021
V.2.2) Information about tenders
Number of tenders received: 6
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Capita Customer Management Limited
01336850
65 Gresham Street
London
EC2V 7NQ
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 2 740 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=612268562
GO Reference: GO-2021720-PRO-18597797
VI.4) Procedures for review
VI.4.1) Review body
HMRC
5W Ralli Quays
Salford
M60 9LA
UK
VI.5) Date of dispatch of this notice
20/07/2021