DWP Call Alerting and Transcription Service

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This Prior Information Notice (PIN) is being issued to suppliers that are interested in supplying the Department for Work and Pensions (DWP) Call Alerting and Transcription (CAaT) service.

The DWP anticipate offering this opportunity via the CCS Dynamic Purchasing System (DPS) Automation Marketplace framework (RM6173). This framework allows suppliers to apply to join at any point. In order to participate, suppliers must have joined the framework prior to the call-off procurement commencing.

This procurement is subject to the Project undertaking the required governance and attaining the required approvals, including the funding and commercial approach. The financial estimates are based on the call volume forecast, and our estimate of likely costs.

Suppliers interested in this opportunity are strongly encouraged to apply to join this framework immediately, in order that they might appear in the required DPS service category when DWP execute the required search.

For Suppliers who are already members of the DPS Automation Marketplace framework, you are encouraged to review your current Product and Service Matrix and ensure that it is fully up to date and reflective of your capabilities, given consideration to the approach detailed below.

The Project has reviewed the available DPS Automation Marketplace framework search filters for suitability in anticipation of commencing this procurement. The search results are based upon the Product and Service Matrix submitted by Suppliers when they apply to join the framework.

The Project anticipates applying the following set of filters to determine a suitable list of Suppliers to which the Invitation To Tender (ITT) will then be issued. Suppliers on the framework who do not appear in the search results will not receive the ITT.

Based upon our requirement and the Matrix of Filters descriptions provided in the "RM6173 Automation Marketplace DPS Customer Guidance v1.1" at Annex 1, it is expected that the following 3 primary and 12 secondary filters will all be applied in parallel:

1) Build a) Desktop Automation b) Cognitive Automation c) Natural Language Processing d) Computer Audition e) Text to Speech and Speech to Text f) Machine Learning g) Analytics

2) Live a) Time and Materials Resource b) Training In-House Capability with Digital Skills c) Workforce Training

3) Licenses a) Component Licenses relating to Build b) Licensing Support

A version of the "Products and Service Matrix" has been attached to this PIN in the form required within the Bid Pack which could be used for potential Suppliers to apply to join this framework and participate in this opportunity.

Additional information: DWP are responsible for welfare, pensions, and child maintenance policy within the UK. As the UK's biggest public service Department, it administers the State Pension and a range of working age and disability benefits to around 20 million citizens, primarily in the UK.

A limited transcription and analytics capability exists today. The current solution uses recent call recordings to generate transcription files which are then assessed for keywords to identify possible customer needs. As such the current solution is not 'real time' but provides daily analysis for the calls which are screened to support continuous improvement.

There is a business desire to enhance our ability to identify needs at the earliest opportunity. We would like our agents to have real-time, on-screen advice when dealing with customers with complex needs, this would be supplemented with real time agent/customer sentiment analysis. In addition, this capability will provide quantitative and qualitative management information, insights and reporting.