This opportunity was withdrawn on Monday 18 January 2021

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Her Majesty Criminal and Tribunal Service (HMCTS)

HMCTS Voice Response (IVR) Management Requirements

2 Incomplete applications

2 SME, 0 large

0 Completed applications

Important dates

Wednesday 6 January 2021
Deadline for asking questions
Wednesday 13 January 2021 at 11:59pm GMT
Closing date for applications
Wednesday 20 January 2021 at 11:59pm GMT


Summary of the work
• Review current IVR messages and provide options for effective/efficient customer experience.
• Review call flow improvement through effective scripts.
• Professional voiceovers for IVR recordings.
• Record prompts digitally and provide in usable format to MoJ network system.
• Timely turnaround for IVR changes.
• Create library for recordings.
Research dates
Not Applicable for IVR Design and Management Service.
Organisation the work is for
Her Majesty Criminal and Tribunal Service (HMCTS)
Budget range
Budget: £80-100k

Break down of costs:
Cost per hour / day including the minimum period and the maximum number of recordings available.

Rate card for optional services that you can provide e.g. design work on effective IVR scripts, call deflection. Specify whether this is included in the cost or whether this is an additional cost.

Cost as individual line items for the following scenarios:
Scenario – IVR review (one service)

 Design IVR prompts
 Professional voiceover recordings
 Edit, mix, audio formatting
 On hold music
 Supply recordings in format suitable for uploading into MOJ network system (wav.file)

About the work

Early market engagement
This was not done

About the research

Description of your participants
Not applicable to IVR Services
Assisted digital and accessibility requirements
Not applicable to the procurement of IVR Services.
Research plan
Not Applicable
Research location
The Programme is driven by the ethos of being user-focused – therefore these projects require multiple ongoing interactions with users in order to define user needs and requirements, and then to validate the concepts and designs.
HMCTS Contact Centres have a requirement to record Interactive Voice Recordings to support their services.

HMCTS does not have access to its own recording studios, nor does it have guaranteed access to studios operated by other Government departments or agencies.
Access restrictions at location
Number of research rounds
HMCTS Digital and Technology Services are looking for IVR design and management service.
Number of participants a round
Her Majesty Criminal and Tribunal Service (HMCTS) Contact Centres have a requirement to record Interactive Voice Recordings to support their services.
HMCTS does not have access to its own recording studios, nor does it have guaranteed access to studios operated by other Government departments or agencies. As a result, HMCTS are looking to put in place a contract over a two (2) year term to support this requirement.
How often research will happen
The exact volume of demand is not known as the nature of our reform programme means that it is difficult to predict our requirements as existing projects develop and new projects start. Based on usage to date, value is estimated between £80-100k over 2 years.

Services will be called off using Statement of Works (SoW) in accordance with DOS terms and conditions.

The format of the Statement of Works (SoW) and information contained within will be agreed between the Authority and Supplier, and will act as an order form for bookings.
Evening or weekend research

Additional information

Additional terms and conditions
Standard Contract will be used

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Design IVR prompts, Have experience of professional voiceover recordings, Edit, mix, audio formatting
  • Be able to provide On hold music, Be able to supply recordings in a format suitable for uploading into the MOJ network system (wav.file)
Nice-to-have skills and experience
  • Confirm if you provide services for comfort messaging; music or inserted text.
  • Confirm if there are any other services considered useful in IVR management.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Describe how you will review current IVR messages and what design services you provide to improve customer experience.
  • Explain your professional voiceover process and if they are no longer available how future prompts are recorded.
  • Please kindly ensure that you confirm the format for digital recordings, ready for loading and useable to MOJ.
  • Please confirm your standard turnaround time for service requests, including urgent items.
  • Describe your editing capability for recording prompts – including edit / mix / audio formatting. What on hold music does the supplier provide in this contract.
  • Describe any other direct or indirect services you can provide to deliver the IVR management and recordings.
  • 4. Explain what technical support you have available in the event of disaster recovery and how you will manage incidents.
  • Please explain how the Authority is required to communicate with your company for service requests, invoicing, complaints and issues. Identify if there will be a single point of contact.
Additional assessment methods
Evaluation weighting

Technical competence






Questions asked by suppliers

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