Section one: Contracting entity
one.1) Name and addresses
ANGLIAN WATER SERVICES LIMITED
Lancaster House Lancaster Way
Huntingdon
PE296XU
Contact
Rebecca Longman
Country
United Kingdom
Region code
UKH12 - Cambridgeshire CC
Companies House
2366656
Internet address(es)
Main address
one.6) Main activity
Water
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Realtime Customer Contact
Reference number
PA 2024 1161
two.1.2) Main CPV code
- 75100000 - Administration services
two.1.3) Type of contract
Services
two.1.4) Short description
Anglian Water Services Ltd (Anglian Water) is undertaking a Procurement Exercise to assess
Bidders for the provision of Real time customer contact and associated activities to improve
resilience and adapt to technological changes as set out in the specification and draft
contract documentation.
The scope will cover a proportion of inbound telephony channels and outbound dialler (in
addition WhatsApp and Live chat) negating the need for onshore resource post 4pm
weekdays and during weekends. All workstreams contained within the contract will require
judgement based thinking at different levels of complexity.
For further information regarding this sourcing event please refer to the Bidder RFI/RFP
Guidance document that is attached to the scanmarket event.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 75100000 - Administration services
two.2.3) Place of performance
NUTS codes
- UKH - East of England
Main site or place of performance
This contract is not restricted to being performed in the East of England
two.2.4) Description of the procurement
As per the Short description in section II.1.4 and for further detail please see the Bidder
RFI/RFP Guidance Doc
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.2.1) Previous publication concerning this procedure
Notice number: 2024/S 000-030889
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
10 April 2025
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Anglian Water Services
Huntingdon
Country
United Kingdom