Section one: Contracting entity
one.1) Name and addresses
ANGLIAN WATER SERVICES LIMITED
Huntingdon
Contact
Rebecca Longman
Telephone
+44 1733414446
Country
United Kingdom
NUTS code
UKH12 - Cambridgeshire CC
Companies House
2366656
Internet address(es)
Main address
https://www.anglianwater.co.uk
one.6) Main activity
Water
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Modern Contact Centre
Reference number
2022 0679
two.1.2) Main CPV code
- 48500000 - Communication and multimedia software package
two.1.3) Type of contract
Supplies
two.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.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKH - East of England
two.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.
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: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-016336
Section five. Award of contract
Contract No
PA 2022 0679
Title
Modern Contact Centre
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
29 February 2024
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Anglian Water Services Limited
Huntingdon
Country
United Kingdom