Section one: Contracting entity
one.1) Name and addresses
Wales & West Utilities
Wales & West House, Spooner Close, Coedkernew
NEWPORT
NP108FZ
Contact
Rebecca Crisp
rebecca.crisp@wwutilities.co.uk
Country
United Kingdom
NUTS code
UKL21 - Monmouthshire and Newport
Companies House
05046791
Internet address(es)
Main address
https://www.wwutilities.co.uk/
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
https://sourcing4wwu.bravosolution.co.uk/web/login.html
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://sourcing4wwu.bravosolution.co.uk/web/login.html
one.6) Main activity
Production, transport and distribution of gas and heat
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Smart Video
Reference number
WWU1338
two.1.2) Main CPV code
- 48445000 - Customer Relation Management software package
two.1.3) Type of contract
Supplies
two.1.4) Short description
Wales and West Utilities (WWU) prides itself on offering customers high levels of service which are fully inclusive and offer choice to customers on how they interact with WWU. In addition to traditional telephone, written, email, text and social media, we are looking to include a video capability which offers the customer the ability to record a short video following a simple script which allows WWU staff to quickly assess the situation and provide an answer or resolution quickly without the need for an operational site visit.
The aim of this service is to provide WWU with increased productivity of its engineers and a reduced carbon footprint through less onsite visits, as well as higher levels of customer satisfaction.
The service must allow our customers to record and submit short videos via links sent to smart phones/mobile devices to initially support these key processes:
• General enquiries and complaints
• Connections new service and alterations
• Checking sites are ready ahead of connections work
The product must:
• Have a proven track record of delivery for businesses and customers
• Be used on all mobile phones and tablets running iOS and Android software.
• Be accessible to customers via "contact us" page on our website
• Be accessible via a link sent to the customer, they must not have to download an app
• Allow for instructions to be included for the customer to follow to guide the video recording, photo capture and verbal commentary.
• Capture date, time and geographical location of when the video is captured
• Allow for additional information to be captured through drop down and free text fields, customisable by WWU
• Videos must be easy to find and accessible by WWU ideally using a WWU reference number so it can be linked to the specific job
• Supplier must have a dashboard available for each process which shows as minimum -
o how many links have been sent
o How many videos have been returned
o Status of links
o Return on investment
o Green mile savings
o Staff usage figures which can be used to identify training needs if required
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKK - South West (England)
- UKL - Wales
two.2.4) Description of the procurement
Wales and West Utilities (WWU) prides itself on offering customers high levels of service which are fully inclusive and offer choice to customers on how they interact with WWU. In addition to traditional telephone, written, email, text and social media, we are looking to include a video capability which offers the customer the ability to record a short video following a simple script which allows WWU staff to quickly assess the situation and provide an answer or resolution quickly without the need for an operational site visit.
The aim of this service is to provide WWU with increased productivity of its engineers and a reduced carbon footprint through less onsite visits, as well as higher levels of customer satisfaction.
The service must allow our customers to record and submit short videos via links sent to smart phones/mobile devices to initially support these key processes:
• General enquiries and complaints
• Connections new service and alterations
• Checking sites are ready ahead of connections work
The product must:
• Have a proven track record of delivery for businesses and customers
• Be used on all mobile phones and tablets running iOS and Android software.
• Be accessible to customers via "contact us" page on our website
• Be accessible via a link sent to the customer, they must not have to download an app
• Allow for instructions to be included for the customer to follow to guide the video recording, photo capture and verbal commentary.
• Capture date, time and geographical location of when the video is captured
• Allow for additional information to be captured through drop down and free text fields, customisable by WWU
• Videos must be easy to find and accessible by WWU ideally using a WWU reference number so it can be linked to the specific job
• Supplier must have a dashboard available for each process which shows as minimum -
o how many links have been sent
o How many videos have been returned,
o Status of links,
o Return on investment
o Green mile savings,
o Staff usage figures which can be used to identify training needs if required
Expression of Interest
Participants wanting to participate in this sourcing activity must confirm their expression of interest and ability to provide the service required by e-mailing: Rebecca.Crisp@wwutilities.co.uk
Please include the following information in your email:
1) Full company name;
2) Main contact details (name, job title, email address, and telephone numbers).
Please note the tender will be run via our procurement portal Bravo which requires suppliers to be registered to participate, failure to register will result in the supplier not being able to participate in the sourcing event. You can register for Bravo here -
sourcing4wwu.bravosolution.co.uk. In your expression of interest, please also include -
3) Bravo registered email address and contact name.
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
36
This contract is subject to renewal
Yes
Description of renewals
option to renew up to 24 months in annual increments
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
option to renew up to 24 months in annual increments
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
5 October 2023
Local time
5:00pm
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: Yes
six.4) Procedures for review
six.4.1) Review body
Wales & West Utilities
Newport
Country
United Kingdom