This opportunity was cancelled

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Her Majesty and Criminal Tribunal Service

IVR Requirements

7 Incomplete applications

5 SME, 2 large

11 Completed applications

11 SME, 0 large

Important dates

Published
Tuesday 26 January 2021
Deadline for asking questions
Tuesday 2 February 2021 at 11:59pm GMT
Closing date for applications
Tuesday 9 February 2021 at 11:59pm GMT

Overview

Summary of the work
HMCTS Digital and Technology Services are looking for IVR design and management service.
The supplier is expected to do the following:

• Review current IVR messages and provide options for effective and efficient customer experience
• Identify call flow improvement through effective scripts
• Provide professional voiceovers for IVR recordings.
Latest start date
Monday 22 March 2021
Expected contract length
2 years
Location
London
Organisation the work is for
Her Majesty and Criminal Tribunal Service
Budget range
£80,000-£100,000

About the work

Why the work is being done
HMCTS is going through a Change Programme (to transform services provided by the courts and is running multiple projects to support the transformation of these services across the Civil, Crime, Family and Tribunals jurisdictions.
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 Digital and Technology Services are looking for IVR design and management service.

The supplier is expected to do the following:
• Review current IVR messages and provide options for effective and efficient customer experience
• Identify call flow improvement through effective scripts
• Provide professional voiceovers for IVR recordings
• Record all prompts digitally and provide in usable format to MoJ network system
• Provide timely turnaround for any IVR changes
• Provide comfort messages, including on hold audio music
• Create library for all recordings within contract
Problem to be solved
No professional voiceovers for Interactive Voice Recordings (IVR)
Who the users are and what they need to do
HMCTS Digital and Technology Services are looking for IVR design and management service.

As a user, I need to know that I can review current IVR messages and provide options for effective and efficient customer experience.

Identify call flow improvement through effective scripts
Early market engagement
No early market engagement was done
Any work that’s already been done
None at the moment.
Existing team
HMCTS Digital and Technology Services are looking for IVR design and management service. Thats the team that will be using it.
Current phase
Not applicable

Work setup

Address where the work will take place
It will take place in London - United Kingdom
Working arrangements
The nature of the demand will be based on the requirement.
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.
Security clearance
The supplier doesnt need to have security clearance.

Additional information

Additional terms and conditions

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
  • Have experience of designing IVR Prompts
  • Have experience of professional Voiceover Recordings
  • Must be able to edit, mix and do audio formatting, have music on hold
  • Should be able to supply recordings in a format suitable for uploading into MOJ network system (wav. file)
Nice-to-have skills and experience
  • The supplier must be able to provide services for comfort messaging; music or inserted text.
  • The suppliers must confirm if they 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
10
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.
  • Confirm the format for digital recordings, ready for loading and useble to MOJ
  • 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
  • Explain what technical support you have available in the event of disaster recovery and how you will manage incidents.
  • 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.
Cultural fit criteria
  • challenge the status quo
  • Take responsibility for their work
Payment approach
Time and materials
Additional assessment methods
Evaluation weighting

Technical competence

50%

Cultural fit

20%

Price

30%

Questions asked by suppliers

1. What software is currently used to implement the IVR system?
Software will be 8x8 and Avaya.
2. Question

If HMCTS is willing to opt for a complete conversational platform?
With abilities such as:
• Complete conversational IVR platform.
• Digital Channel for virtual agents.
• Transfer your interactions from voice to digital
• Transfer between virtual and human agents
• Cloud based solution for managing deflections
• Multiple call transfer options
• Calls driven by business rules
• Handover chat based human agent
• Smart AI Assistant (voice and chat)
Answer

This is not in our technical design at the moment.
3. They asked:

Can the team be based anywhere or you require it to be in London/UK

Have you identified the key users/personas for the system, If so can you describe them.

How often do you envisage changes having to be made once the initial work has been carried out?

Do you have any documentation of the current IVR system (i.e. user flow chart/diagram), if so are you able to share it?
They can be based anywhere.

Are these key users from a customer perspective or user base? Our customers are citizens having to contact our Court Service Centres, and our users are Agents taking customer calls.

Depends on needs of services, but we have a dedicated team who usually canvass monthly IVR change requests out to services.

Yes we can share it. See attached example
4. Please see below the numbers for queues and scripts broken down by service. Could you clarify what is needed for the following:
1. Announcements
2. Extensions
3. Call flow controls (CFC)
4. Endpoints
This is just part of it, the remaining will be sent separately, as we have a word limit on this

Service Inbound Queues Outbound Queues Chat Queues Email Queues IVR Scripts Chat Scripts Email Scripts
Crime 17 0 0 0 3 0 0
Divorce 15 3 1 21 8 2 16
FPLA 14 0 0 1 3 0 1
IAC 15 1 0 1 5 0 1
AVH 8 2 0 0 4 0 0
MAVH 4 1 0 0 1 0 0
5. Please see below the numbers for queues and scripts broken down by service. Could you clarify what is needed for the following:
1. Announcements
2. Extensions
3. Call flow controls (CFC)
4. Endpoints
The remaining answer

OCMC 3 0 1 4 4 1 2
Probate 17 4 1 33 11 2 8
SJS 15 3 0 3 9 0 3
SSCS 16 2 1 7 4 1 5
VH 6 1 0 0 1 0 0
AD 7 1 0 0 7 0 0
WLU 15 1 0 0 12 0 0
6. IVR SAMPLE
Divprompt

Div_Welcome_V1_HVJ Thanks for calling the Divorce Service
Div_COVID-19_V3 Due to Corona Virus we might take longer to answer your call, we are sorry but if you wish to hold and speak to our team they will not be able to give you update on timeline for specific case progress in any of our centres or courts, we are giving priority to completing applications for decree Nisi and for decree absolute to make sure that these orders get to you as soon as possible, you can find up to date corona virus information for courts and tribunals on our website
7. For the benefit of scoping the initial work.
Are you able to detail the tasks users (both internal and external service users) of the system are typically trying perform?
Taking calls from customers wanting to engage court services
8. Also can you provoide the number of:

Queues tbc
• Announcements tbc
• Extensions tbc
• Call Flow Controls (CFC) tbc
• All other endpoints tbc
To be confirmed for all of them
9. 1. What infrastructure do you envision for this project? Is there any existing hardware? Is it on-site, cloud or a hybrid infrastructure?
2. Are there any confidentiality concerns ? Will the IVR be taking credit card information or personal data?
3. How many users do you envision this IVR serving ?
4. What is the budget for hardware/software?
Answers

Question 1 - Cloud base
Question 2- No
Question 3 -1200
Question 4- Only what is contained within this contract tender
10. In a previous question (1) you stated the software currently in place.
Just to clarify, will the IVR design be implemented on this existing or are expecting a new system to be implemented.
I.e. is this project solely design/voice for the existing system.
Answer

Existing and new, although recording/uploading IVR will be the same for both systems.