Provision of Transcription, Voice Analytics & Quality Management Services for HMRC Telephony
H M REVENUE & CUSTOMS · Awarded contract
AwardedProvision of Transcription, Voice Analytics & Quality Management Services for HMRC Telephony
Awarded 05 Jul 2021
Awarded05 Jul 2021
Value£6,379,208.00
AgencyH M REVENUE & CUSTOMS
RegionUnited Kingdom
CategoryIT & Software
Ended 3y 1mo ago2y 3mo term
Awarded 5 July 2021Expired 4 Oct 2023
About
H M Revenue & Customs awarded a contract to Capita Customer Management Limited for transcription, voice analytics, and quality management services integrated with HMRC's existing telephony estate.
The services integrate with HMRC's Odigo telephony platform, Nuance call steering, and cloud-stored voice recordings.
The telephony service supports 30,000 configured users, 9,000 concurrent users, and handles 30 million calls annually, requiring flexible and scalable services to accommodate large call volumes, distinct business areas, and multiple peak periods.
The competition was run via Open Procedure.
The contract value is AUD 6,379,208.
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Provision of Transcription, Voice Analytics & Quality Management Services for HMRC Telephony
Won by CAPITA CUSTOMER MANAGEMENT LIMITED · H M REVENUE & CUSTOMS
£6.4Mawarded
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HMRC Cryptoasset Investigation Services — Tracing Licences, Forensic Support, APIs and TrainingPublic Safety & Security · Closes 9 Nov 2026
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