Sell2Wales.gov.wales uses cookies which are essential for the site to work. We also use non-essential cookies to help us improve government digital services. Any data collected is anonymised. By continuing to use this site, you agree to our use of cookies.

Accept cookies Cookie Settings

View Notice

The buyer is not using this website to administer the notice. To record your interest or obtain additional information or documents please find instructions within the Full Notice Text. (NOTE: Contract Award Notices and Prior Information Notices do not normally require a response)

Add notice to my Sell2Wales Interest List

Notice Details

Title: Contact Engagement Programme — Telephony Services
Published by: HMRC
Publication Date: 25/11/2020
Deadline Date:
Deadline Time:
Notice Type: Contract Award Notice
Has Documents: No
Has ESPD: No
Abstract:

Provision of a contact centre core telephony platform and systems integrator services to integrate various contact centre technologies.

Contract award notice

Results of the procurement procedure

Directive 2014/24/EU - Public Sector Directive

Directive 2014/24/EU

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


Information added to the notice since publication.

Additional information added to the notice since it's publication.
No further information has been uploaded.
Main Contact: liam.osborn@hmrc.gov.uk
Admin Contact: N/a
Technical Contact: N/a
Other Contact: N/a

Commodity Categories

Commodity Categories
IDTitleParent Category
72212512Interactive voice response software development servicesProgramming services of application software
64200000Telecommunications servicesPostal and telecommunications services
32429000Telephone network equipmentNetwork equipment
32342450Voice recordersLoudspeakers

Delivery Locations

Delivery Locations
IDDescription
100UK - All

Alert Region Restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

Alert Region Restrictions
There are no alert restrictions for this notice.

Copyright © Sell2Wales