# HMCTS Reform Interactive Voice Response Recordings Contract

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Ministry of Justice](/buyers/ministry-of-justice/contract-awards)
- Contract winner: Temple Interactive Media
- Award value: £100,000
- Tender value: £100,000
- Award date: 4 January 2022
- Published: 7 February 2022
- Contract start: 4 January 2022
- Contract end: 3 January 2024
- Stage: awarded
- Procurement category: works
- Notice ID: b079c30f-f715-4619-92ee-4499648ed13d-507705
- OCID: ocds-b5fd17-cb4c5918-4f49-4a2c-b5ab-15c0baf648dd

## Description

HMCTS Digital and Technology Services are procuring an IVR Design and Management Service\. The Authority is looking to appoint and work with a supplier which has a proven track record in delivery in this area, with demonstrable evidence of a flexible approach that delivers high quality, cost effective services within stated deadlines\. The supplier is required to do the following: Review current IVR messages and provide options and solutions for a refresh if these to provide an 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 - current format for audio prompts is \.WAV 16-bit but supplier will need to be flexible to ensure compatibility with all current and future technologies deployed by the Authority\. Provide timely turnaround for any IVR changes requested\. Provide comfort messages, including on hold audio music to be agreed with the Authority\. Create library for all recordings developed and used within contract\. HMCTS would own these messages, which would be available for use both during the contract and for a period TBD after it\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/b079c30f-f715-4619-92ee-4499648ed13d-507705)