Section one: Contracting entity
one.1) Name and addresses
ANGLIAN WATER SERVICES LIMITED
Lancaster House Lancaster Way,Ermine Business Park
HUNTINGDON
PE296XU
Contact
Rebecca Longman
Country
United Kingdom
Region code
UKH12 - Cambridgeshire CC
Companies House
2366656
Internet address(es)
Main address
https://www.anglianwater.co.uk
one.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 above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://esourcing.scanmarket.com/Events/PublicEvents/3004/57aa08f02740e2c172f509ae0fa4807a/all
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.2.5) 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
96
This contract is subject to renewal
No
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
26 July 2023
Local time
11:00pm
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
Anglian Water Services Limited
Huntingdon
Country
United Kingdom