Scope
Reference
WWU1382
Description
Wales and West Utilities (WWU) intend to establish an agreement for the provision of Contact
Centre Communication Software. The required solution shall include the following features.
• Enable WWU to maintain a call centre system to satisfy its licence agreement.
• Ensure teams currently using CxEngage as their primary telephony solution continue to have a contact centre software solution.
• Ensure that the solution is scalable and can include additional users should more users be required, e.g., Despatch, Streetworks and Reinstatement.
• Integration to existing WWU systems (SAP C/4 HANA primary interface).
• Ensure that key interactive voice response (IVR) function is maintained.
• Maintain all existing communication channels (true omni-channel experience for customers and agents for customer contact (call, text, email, WhatsApp).
• Maintain reporting and product-market fit (PMF) capabilities.
• Maintain call recording functionality.
• Artificial intelligence (AI) to be part of customer contact centre solution.
This tender has generated a significant amount of interest and to ensure that the market understands the requirement, the below highlights essential criteria.
• Existing System without need for significant development.
• Proven Interoperability with SAP C/4 HANA.
• A solution that is already in use and proven to work effectively within another organisation.
• Software as a Service (SaaS) solution.
• Scalable to receive large volumes of calls at short notice.
• Scalability to approximately 400 users / agents.
Conversely, WWU deems it necessary to advise the market that certain services and types of systems would not meet our requirements.
• A conceptual solution that requires development.
• A platform from which to design a bespoke system.
Total value (estimated)
- £1,250,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 3 October 2025 to 2 October 2029
- Possible extension to 2 October 2032
- 7 years
Description of possible extension:
Proposed Total duration:
Four (4) Years, with option to extend by three (3) consecutive 12-month periods.
Main procurement category
Goods
CPV classifications
- 48500000 - Communication and multimedia software package
Contract locations
- UK - United Kingdom
Participation
Technical ability conditions of participation
The following accreditations are mandatory;
• ISO 9001:2015 Quality Management Systems.
• ISO 27001:2022 Information Security, Cybersecurity and Privacy Protection
• Cyber Essentials Certified
• Cyber Essential Plus Certified.
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Enquiry deadline
14 April 2025, 12:00pm
Submission type
Tenders
Tender submission deadline
24 April 2025, 12:00pm
Submission address and any special instructions
https://sourcing4wwu.bravosolution.co.uk/web/login.html
Bravo Project Tender Reference:
PQQ: pqq_422 - WWU1382 - Contact Centre Software Provision
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
20 June 2025
Award criteria
| Name | Description | Type | Weighting |
|---|---|---|---|
| Technical Evaluation | Review the tender documents for more information. |
Quality | 60% |
| Commercial Evaluation | Review the tender documents for more information. |
Price | 40% |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Special regime
Utilities
Competitive flexible procedure description
The tender will be comprised of;
Conditions of Participation Stage: The responses to the questionnaire which will have both mandatory pass/fail and scored questions. The responses will be scored and the highest scored bidders shall be invited to the ITT. Only those bidders that progress to the ITT stage shall see the documents related to the ITT Technical and Commercial Envelopes.
More information available in the Invitation to Tenderer and the Conditions of Participation Questionnaire (COPQ) - Guidance
The ITT shall include Technical Envelope and Commercial Envelope, with percentage weights 60% and 40% respectively.
The Technical Envelope shall include open scored questions. The combined scores from the Technical and Commercial shall be ranked and the highest three (3) ranked bidders shall proceed to the negotiation stage.
More information on the negotiation stage shall be released in due course.
Contracting authority
Wales & West Utilities Limited
- Companies House: 05046791
- Public Procurement Organisation Number: PMVL-3238-DQDX
Wales & West House
Newport
NP10 8FZ
United Kingdom
Region: UKL21 - Monmouthshire and Newport
Organisation type: Private utility