Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
HMRC
5W Ralli Quays
Salford
M60 9LA
UK
Contact person: Liam Osborn
Telephone: +44 3000532848
E-mail: liam.osborn@hmrc.gov.uk
NUTS: UK
Internet address(es)
Main address: www.gov.uk
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
Contact Engagement Programme — Telephony Services
Reference number: SR262311167
II.1.2) Main CPV code
64200000
II.1.3) Type of contract
Services
II.1.4) Short description
Provision of a contact centre telephony platform, with different technologies and capability provided through different lots.
II.1.6) Information about lots
This contract is divided into lots:
Yes
II.1.7) Total value of the procurement
Value excluding VAT:
48 750 925.00
GBP
II.2) Description
Lot No: 1
II.2.1) Title
Core Platform and Systems Integrator
II.2.2) Additional CPV code(s)
32429000
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM.
II.2.4) Description of the procurement
Provision of a contact centre core telephony platform and systems integrator services to integrate various contact centre technologies.
II.2.5) Award criteria
Quality criterion: Technical merit
/ Weighting: 50
Quality criterion: Social, environmental and innovative characteristics
/ Weighting: 10
Price
/ Weighting:
40
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
Lot No: 2
II.2.1) Title
Voice Automation
II.2.2) Additional CPV code(s)
72212512
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM.
II.2.4) Description of the procurement
Provision of voice automation and voice biometrics services for HMRC's contact centre telephony platform.
II.2.5) Award criteria
Quality criterion: Technical merit
/ Weighting: 50
Quality criterion: Social, environmental and innovative characteristics
/ Weighting: 10
Price
/ Weighting:
40
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
Lot No: 3
II.2.1) Title
Recording and Analytics
II.2.2) Additional CPV code(s)
32342450
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UNITED KINGDOM.
II.2.4) Description of the procurement
Provision of recording and analytics services for HMRC's contact centre telephony platform.
II.2.5) Award criteria
Quality criterion: Technical merit
/ Weighting: 50
Quality criterion: Social, environmental and innovative characteristics
/ Weighting: 10
Price
/ Weighting:
40
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
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:
2019/S 243-597472
Section V: Award of contract
Lot No: 1
Contract No: 1
Title: Core Platform and Systems Integrator
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
01/09/2020
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
Capgemini UK plc
00943935
1, Forge End
Woking
GU21 6DB
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:
: 29 742 010.00
GBP
V.2.5) Information about subcontracting
The contract is likely to be subcontracted
Value or proportion likely to be subcontracted to third parties
Proportion: 80 %
Short description of the part of the contract to be subcontracted:
70 % for core platform provision; 10 % for testing.
Section V: Award of contract
Lot No: 2
Contract No: 2
Title: Voice Automation
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
28/08/2020
V.2.2) Information about tenders
Number of tenders received: 5
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Nuance Communications Ireland Ltd
503352
29 Merrion Road, Ballsbridge
Dublin
IE
NUTS: IE
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 19 008 915.00
GBP
V.2.5) Information about subcontracting
Section V: Award of contract
Lot No: 3
Contract No: 3
Title: Recording and Analytics
A contract/lot is awarded:
No
V.1 Information on non-award
The contract/lot is not awarded
Other reasons (discontinuation of procedure)
Section VI: Complementary information
VI.3) Additional information
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=504042429
GO Reference: GO-20201120-PRO-17399025
VI.4) Procedures for review
VI.4.1) Review body
HMRC
5W Ralli Quays
Salford
M60 9LA
UK
VI.4.2) Body responsible for mediation procedures
HMRC
5W Ralli Quays
Salford
M60 9LA
UK
VI.5) Date of dispatch of this notice
20/11/2020