Tender

Realtime Customer Contact

  • ANGLIAN WATER SERVICES LIMITED

F05: Contract notice – utilities

Notice identifier: 2024/S 000-030889

Procurement identifier (OCID): ocds-h6vhtk-04a35e

Published 27 September 2024, 8:37am



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

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.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

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)

  • 79342300 - Customer 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.2.5) 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

120

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 three. Legal, economic, financial and technical information

three.1) Conditions for participation

three.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions

Applicants will be assessed in accordance with the Utilities Contract Regulations 2016 on the basis of information provided in Applicants tender responses.


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

31 October 2024

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

Huntingdon

Country

United Kingdom