FWoW Connections - Integration of the Customer Portal

Concepts

• leeds
• information technology
• fwow connections
• integration of the customer portal
• customer care team
• online self-serve portal
• connections team
• overall customer experience
• connections customers
• development of a portal

Location

Leeds:

Description

T-point were NGN's delivery partner for the Customer Care Team on the development of a portal for accolades and complaints. This system is now live and they continue to support this system as and when required. In 2020 during the FWoW Connections project it was identified that an online self-serve portal would benefit both the connections team but also our connections customers by improving the time it takes to raise and complete a quotation or job. It would also improve the overall customer experience because customers would have access to real time information about their application status. The contract was varied in 2020 to include this additional work.

Total Quantity or Scope

NGN wish to award this work to TPoint for the reasons noted above.

Award Detail

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Legal Justification

The customer portal is currently in development to allow customers to self-serve for standard new gas connections, alterations and disconnections. TPoint have built the majority of the functionality in the portal, however, it requires integration into 1Spatial and into SAP which is far more complex than originally anticipated. Due to delays on integrating this portal into SAP, an extension is required of 4 months to complete this work.

Other Information

TPoint have built the majority of the functionality in the portal, however, it requires integration into 1Spatial and into SAP which is far more complex than originally anticipated. Due to delays on integrating this portal into SAP, an extension is required of 4 months to complete this work. ** PREVIEW NOTICE, please check Find a Tender for full details. **