Contract

Realtime Customer Contact

  • ANGLIAN WATER SERVICES LIMITED

F06: Contract award notice – utilities

Notice identifier: 2025/S 000-020201

Procurement identifier (OCID): ocds-h6vhtk-04a35e (view related notices)

Published 9 May 2025, 4:34pm



Section one: Contracting entity

one.1) Name and addresses

ANGLIAN WATER SERVICES LIMITED

Lancaster House Lancaster Way

Huntingdon

PE296XU

Contact

Rebecca Longman

Email

rlongman@anglianwater.co.uk

Country

United Kingdom

Region code

UKH12 - Cambridgeshire CC

Companies House

2366656

Internet address(es)

Main address

https://anglianwater.co.uk

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