Modern Contact Centre (Великобритания (Англия, Шотландия, Уэльс) - Тендер #42629038)

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Contract notice – utilities

Section I: Contracting entity

I.1) Name and addresses

ANGLIAN WATER SERVICES LIMITED

2366656

Lancaster House Lancaster Way,Ermine Business Park

HUNTINGDON

PE296XU

UK

Contact person: Rebecca Longman

E-mail: rlongman@anglianwater.co.uk

NUTS: UKH12

Internet address(es)

Main address: https://www.anglianwater.co.uk

I.3) Communication

The procurement documents are available for unrestricted and full direct access, free of charge at:

https://esourcing.scanmarket.com/Events/PublicEvents/3004/57aa08f02740e2c172f509ae0fa4807a/all

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be sent electronically to:

https://esourcing.scanmarket.com/Events/PublicEvents/3004/57aa08f02740e2c172f509ae0fa4807a/all

I.6) Main activity

Water

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Modern Contact Centre

Reference number: 2022 0679

II.1.2) Main CPV code

48500000

II.1.3) Type of contract

Supplies

II.1.4) Short description

Anglian Water Services Ltd ("Anglian Water") is currently reviewing options for the future delivery of a Modern Contact Centre (MCC).

Anglian Water is looking to procure a Contact Centre as a Service solution to replace the current on-prem contact centre telephony platform. The Contact Centre solution should have the capability of providing a personalised experience to customers by executing inbound, as well as outbound, communication across a variety of channels.

Anglian Water are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre.

Our Contact Centre serves as the primary hub for incoming and outgoing communications between our company and customers, and is currently spread across multiple physical locations, including Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. Over 400 agents are responsible for handling a wide range of customer inquiries and issues related to billing, home moves, and operational matters.

The current technology landscape is complex and difficult to navigate, resulting in a lack of actionable insights and operational management. We want to reduce our support costs, simplify our systems, and create an easy-to-use platform that can easily adapt to new channels as they emerge.

Our aim is to provide a digital-first customer experience, and we are looking to transform our traditional voice channels into modern digital channels. While we understand that some customers will still prefer voice-based interactions, we aim to increase the proportion of digital interactions, making it easy for customers to interact with us through various digital channels, including self-serve, social media, and two-way messaging platforms such as WhatsApp and Facebook Messenger.

For further detail please see all associated bid documents on the scanmarket event.

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.3) Place of performance

NUTS code:

UKH

II.2.4) Description of the procurement

Anglian Water can procure additional services and or software from the selected Bidder which it offers either now or in the future which may either replace the procured software (for example through an alternative licensing model) or is considered to be reasonably ancillary to the software/services being procured (which shall include without limitation software used for customer communications).

For further detail please see all associated bid documents on the scanmarket event.

II.2.5) Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 96

This contract is subject to renewal: No

II.2.10) Information about variants

Variants will be accepted: No

II.2.11) Information about options

Options: No

II.2.13) Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: No

Section IV: Procedure

IV.1) Description

IV.1.1) Type of procedure

Negotiated with call for competition

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: No

IV.2) Administrative information

IV.2.2) Time limit for receipt of tenders or requests to participate

Date: 26/07/2023

Local time: 23:00

IV.2.4) Languages in which tenders or requests to participate may be submitted

EN

Section VI: Complementary information

VI.1) Information about recurrence

This is a recurrent procurement: No

VI.4) Procedures for review

VI.4.1) Review body

Anglian Water Services Limited

Huntingdon

UK

VI.5) Date of dispatch of this notice

08/06/2023

Information added to the notice since publication.

Additional information added to the notice since it"s publication.

Commodity Categories

Commodity Categories

Delivery Locations

Delivery Locations

Alert Region Restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

Alert Region Restrictions

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