IVR Requirements

Tender description

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. Expected Contract Length 2 years Latest start date Monday 22 March 2021 Budget Range £80,000-£100,000 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 Are the Users 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 Work Already 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 Skills & 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 Haves • 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. Work Location It will take place in London - United Kingdom Working Arrangments 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. No. of 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 Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. What software is currently used to implement the IVR system? Software will be 8x8 and Avaya. 2. QuestionIf 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/UKHave 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 thisService Inbound Queues Outbound Queues Chat Queues Email Queues IVR Scripts Chat Scripts Email ScriptsCrime 17 0 0 0 3 0 0Divorce 15 3 1 21 8 2 16FPLA 14 0 0 1 3 0 1IAC 15 1 0 1 5 0 1AVH 8 2 0 0 4 0 0MAVH 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 2Probate 17 4 1 33 11 2 8SJS 15 3 0 3 9 0 3SSCS 16 2 1 7 4 1 5VH 6 1 0 0 1 0 0AD 7 1 0 0 7 0 0WLU 15 1 0 0 12 0 0 6. IVR SAMPLE DivpromptDiv_Welcome_V1_HVJ Thanks for calling the Divorce ServiceDiv_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 baseQuestion 2- NoQuestion 3 -1200Question 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.