Section one: Contracting entity
one.1) Name and addresses
SSE SERVICES PLC
43 Forbury Road
READING
RG13JH
Contact
John Lange
Country
United Kingdom
Region code
UK - United Kingdom
Companies House
02366879
Internet address(es)
Main address
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.6) Main activity
Electricity
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
SSEN Distribution Contact Channel Management - Contact Centre as a Service(CCaaS)
two.1.2) Main CPV code
- 72210000 - Programming services of packaged software products
two.1.3) Type of contract
Services
two.1.4) Short description
The Customer Service team are embarking on a transformation programme to move towards a unified service tooling ecosystem that places customers at the heart of everything we do and enables our colleagues to deliver exceptional service and customer experience.
The purpose is to identify a vendor that has existing solutions, capabilities, and technologies to transform and migrate our legacy contact routing platform (Avaya & Storm) to a cloud-based Contact Centre as a Service (CCaaS) solution along with the scale and opportunity to route and manage all demand, agnostic to channel, across all SSEN Distribution Customer Service functions via a single solution.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
UK
two.2.4) Description of the procurement
The Customer Service team are embarking on a transformation programme to move towards a unified service tooling ecosystem that places customers at the heart of everything we do and enables our colleagues to deliver exceptional service and customer experience.
The purpose is to identify a vendor that has existing solutions, capabilities, and technologies to transform and migrate our legacy contact routing platform (Avaya & Storm) to a cloud-based Contact Centre as a Service (CCaaS) solution along with the scale and opportunity to route and manage all demand, agnostic to channel, across all SSEN Distribution Customer Service functions via a single solution.
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
84
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: Yes
two.2.11) Information about options
Options: No
two.2.14) Additional information
Submissions to be submitted via the Jaggaer portal, if not register see : https://sse.app.jaggaer.com/web/index.html
Upon appropriate registration, please contact the event owner john.lange@sse.com to be added to the event.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
Framework agreement with a single operator
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
26 April 2024
Local time
3:00pm
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
SSE Plc
Perth
Country
United Kingdom