Section one: Contracting entity
one.1) Name and addresses
NI Water and its subsidiaries
Westland House
Belfast
BT14 6TE
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
https://etendersni.gov.uk/epps
Buyer's address
https://etendersni.gov.uk/epps
one.3) Communication
Additional information can be obtained from the above-mentioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at
one.6) Main activity
Water
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
C1110 Customer Billing and Contact (CBC) Renewal and Implementation Programme
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
This is a Prior Information Notice (PIN) published by NI Water for the purposes of informing potential service providers of the upcoming competition for the provision of contact centre, billing, debt and channel management services, along with supporting solutions and technology. Potential Tenderers will need to register their business on the www.eTendersNI.gov.uk website. Go to “Register as a Supplier” and follow the registration process. Potential Tenderers will be required to register against the relevant CPV codes applicable to them and to ensure they receive email alerts regarding specific areas of interest. If already registered potential Tenderers should review their contact details to ensure the information is up to date.
Customer contact, billing and debt management are critical components of NI Water customer service and operations. Currently the service supports billing services for approximately 80,000 non-domestic business customers and manages approximately 170,000 customer calls per annum (comprising circa 75% operational and 25% billing related calls).
Due to the approaching expiration of existing service, software licencing and support contract arrangements (the current Customer Contact and Billing ‘CBC’ contract), NI Water needs to procure the services of a provider to supply a new contact centre service, billing, debt and channel management services, along with supporting solutions and technology required to provide service continuity. The new supplier will also provide service enhancements through the delivery of modern and sustainable technology solutions and new ways of working.
Procurement commencement (which is subject to business case approval) is planned for February 2022.
two.1.5) Estimated total value
Value excluding VAT: £55,000,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
- 65100000 - Water distribution and related services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
40 Old Westland Road Belfast BT14 6TE
two.2.4) Description of the procurement
This is a Prior Information Notice (PIN) published by NI Water for the purposes of informing potential service providers of the upcoming competition for the provision of contact centre, billing, debt and channel management services, along with supporting solutions and technology.
Customer contact, billing and debt management are critical components of NI Water customer service and operations. Currently the service supports billing services for approximately 80,000 non-domestic business customers and manages approximately 170,000 customer calls per annum (comprising circa 75% operational and 25% billing related calls).
Due to the approaching expiration of existing service, software licencing and support contract arrangements (the current Customer Contact and Billing ‘CBC’ contract), NI Water needs to procure the services of a provider to supply a new contact centre service, billing, debt and channel management services, along with supporting solutions and technology required to provide service continuity. The new supplier will also provide service enhancements through the delivery of modern and sustainable technology solutions and new ways of working.
Procurement commencement (which is subject to business case approval) is planned for February 2022.
two.2.14) Additional information
Anticipated duration initial term 7 years with potential extensions of 2 years and a further 1 year.
two.3) Estimated date of publication of contract notice
7 February 2022
Section four. Procedure
four.1) Description
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 expressions of interest
Date
4 February 2022
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.3) Additional information
Anticipated initial term 7 years with option to extend for 2 years plus 1 additional year.