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
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