# Analytics and Quality Management

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [H M REVENUE & CUSTOMS](/buyers/h-m-revenue-customs/contract-awards)
- Contract winner: CAPITA CUSTOMER MANAGEMENT LIMITED
- Award value: £6,379,208
- Tender value: £6,379,208
- Award date: 6 July 2021
- Published: 16 December 2024
- Contract start: 6 July 2021
- Contract end: 5 October 2023
- Stage: awarded
- Procurement category: services
- Notice ID: a5c85081-3a17-4e51-be88-890a231e7a57-811263
- OCID: ocds-b5fd17-3bffaf90-6e12-4053-8fb9-f932e6d6fc8d

## Description

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\.

## Related contract awards

- [TPC STRATEGIC DELIVERY PARTNER](/contracts/ocds-b5fd17-4310452a-3d86-46ea-b34d-f2f93f29decb): H M REVENUE & CUSTOMS
- [SAP Success Factors Contract Subscription renewal](/contracts/ocds-b5fd17-44294bd6-c63e-441a-b381-e9cbe884de3f): H M REVENUE & CUSTOMS
- [PCI DSS Attestation contract](/contracts/ocds-b5fd17-c7e49934-dfbe-41ca-bb92-ca3c6aaf5b6c): H M REVENUE & CUSTOMS
- [Analytics and Quality Management](/contracts/ocds-b5fd17-9e8f84e1-9586-45a8-bf69-f3cd42cb9627): HMRC
- [JSA New Claims Contact Centre Services](/contracts/ocds-b5fd17-4b6f665c-adca-11e6-9901-0019b9f3037b): DEPARTMENT FOR WORK AND PENSIONS

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/a5c85081-3a17-4e51-be88-890a231e7a57-811263)