Section one: Contracting entity
one.1) Name and addresses
NORTHERN GAS NETWORKS LIMITED
1100 Century Way Thorpe Park
LEEDS
LS158TU
Contact
Harriet Wilkes
Telephone
+44 7813523683
Country
United Kingdom
Region code
UKE42 - Leeds
Companies House
05167070
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
Tenders or requests to participate must be submitted to the above-mentioned address
one.6) Main activity
Production, transport and distribution of gas and heat
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Visual Technology Platform
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
Issue Date of notice: 11th January 2023
Closing Date and Time to contact and confirm interest to participate: 18th January 2023
This project seeks to test and validate the use of a visual technology platform in New Connections, Alterations & Disconnections.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKE4 - West Yorkshire
two.2.4) Description of the procurement
If you would like to participate in this tender event, please contact the NGN contact for this notice directly to express your interest to participate within the timescales - 11th January 2023 - 18th January 2023 at 12.00pm.
The project will aim to reduce customer quotation times, remove any unnecessary visits to site (as appropriate) and increase accuracy of quotations where desktop surveys are traditionally carried out.
The solution will be tested for reducing aborted connections, where a customer can be guided to evidence their site set up pre start date, delivery teams can validate before attending site whether it's in a safe and satisfactory state to go ahead, if not, they can proactively contact the customer to request remedial actions and postpone connection date if needed.
Potential future use
Visual capture technology can also be incorporated to assist with customer complaints or enquiries. Traditionally, customers will contact NGN over the telephone or by digital channels (email, message, social), conveying the issue they face verbally or in writing. In the process of conveying this information it is common for misunderstandings to arise between parties, it is only when an employee visits site in person are these misunderstandings ironed out.
The project will test how NGN can integrate visual capture of a customer's issue into existing reporting processes, either via an asynchronous (web self-serve) or synchronous (switch to a live call from telephone contact) to see the issue faced and triage it then more accurately. As required, the customer recording can be passed to others in NGN to assess and decide on the best course of action. By removing the need in many cases to attend site to assess the issue first, NGN should be able to improve its D+1 complaint resolution time, by immediately actioning the remedy to the issue from the site visuals received.
Scope to include -
One time setup services for the Platform broadly includes:
a. Business process mapping of future Video integrated scenarios
b. Storyboard templates configuration and build
c. Mobile app development and deployment for iOS and Android users (note NGN employees download the app as required in a self-serve manner from the Google Playstore or Apple App Store)
d. Configured taxonomy and keywords for the relevant use cases
e. User onboarding and enablement excluding for community users (end customers)
f. User training in a Train the Trainer model excluding for community users (as applicable)
g. Template label design aligned to NGN processes
h. Dashboard configuration to align data points and reporting lines/groups
i. Post code mapping and routing tables for relevant geographical teams
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
12
This contract is subject to renewal
Yes
Description of renewals
TBC
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
18 January 2023
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
Northern Gas Networks
Leeds
Country
United Kingdom