Section one: Contracting entity
one.1) Name and addresses
WALES & WEST UTILITIES LIMITED
Wales & West House,Spooner Close, Celtic Springs, Coedkernew
NEWPORT
NP108FZ
Contact
Peter Andrew Tune
Telephone
+44 7967844390
Country
United Kingdom
Region code
UKL21 - Monmouthshire and Newport
Justification for not providing organisation identifier
Sole trader
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://www.achilles.com/uvdb/
Additional information can be obtained from the above-mentioned address
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 Contact Centre Software
Reference number
WWU1382
two.1.2) Main CPV code
- 72260000 - Software-related services
two.1.3) Type of contract
Services
two.1.4) Short description
Wales West Utilities Ltd (WWU) requires a new and / or upgraded Customer Contact Centre Software.
It is vitally important that WWU selects the right organisations to provide the exceptional level of performance that will be required to meet the challenges ahead. As this requirement is mandated to WWU by OfGEM, it is vital that the supplier who are awarded the contract have similar philosophies to us and understand the importance continual improvement to our ongoing business.
two.1.5) Estimated total value
Value excluding VAT: £800,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKL21 - Monmouthshire and Newport
Main site or place of performance
Wales & West Utilities Ltd, Wales & West House, Spooner Close, Celtic Springs, Newport,NP10 8FZ.
two.2.4) Description of the procurement
The systems shall have the following attributes;
Enable WWU to maintain a call centre system to satisfy its licence agreement.
Ensure teams currently using CxEngage as their primary telephony solution continue to have a contact centre software solution.
Ensure that the solution is scalable and can include additional users should more users be required, e.g., Despatch, Streetworks and Reinstatement.
Integration to existing WWU systems (SAP C/4 HANA primary interface).
Ensure that key interactive voice response (IVR) function is maintained.
Maintain all existing communication channels (true omni-channel experience for customers and agents for customer contact (call, text, email, WhatsApp).
Maintain real-time and historical reporting and product-market fit (PMF) capabilities.
Maintain call recording functionality.
Artificial intelligence (AI) to be part of the new customer contact centre solution.
two.2.14) Additional information
WWU Procurement Department intends to undertake market engagement activities to explore the market and comprehend Customer Contact Centre Software innovation available in the market. This will include capturing information from companies to understand the range of software features and functionality that potential firms can provide.
The sessions will be comprised of informal face to face market engagement sessions hosted at Wales & West Utilities Ltd, Wales & West House, Spooner Close, Celtic Springs, Newport, NP10 8FZ. Virtual sessions can be arranged upon request and the knowledge gained from all sessions shall contribute towards the approach to the tender. The sessions will be held during Week Commencing 2nd December 2024 and the market engagement sessions will offer an opportunity for WWU Representatives to explain the requirement further and obtain knowledge from participants.
Appropriate Customer Contact Centre Software related businesses that wish to participate in these sessions should directly contact Peter.tune@wwutilities.co.uk to express an interest.
WWU may using Achilles UVDB to publish the Qualification System Notice to advertise the tender.
two.3) Estimated date of publication of contract notice
28 February 2025
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.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.3) Additional information
WWU may be using Achilles UVDB to publish the Qualification System Notice to advertise the tender.