Business Process Outsourcing Customer Services
A Utilities Contract Notice
by THAMES WATER UTILITIES LIMITED
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- 8 year
- Value
- £63M
- Sector
- PROFESSIONAL
- Published
- 13 Apr 2022
- Delivery
- To 03 May 2030 (est.)
- Deadline
- 03 May 2022 10:00
Concepts
Location
Reading
2 buyers
- Thames Water Utilities Reading
Description
Thames Water is seeking to award Services Agreements to multiple providers for the provision of customer services across three lots: Lot 1 - Digital led customer contact: delivering first tier contact on digital medium Lot 2 - Transactional Back Office and Contingency Voice: Transactional, Ticketing and Exceptions Processing Lot 3 - Post room services We are looking for partner(s) with proven expertise to play a core role in delivering Thames Water's customer experience vision through: Maintaining, improving and transforming services; Increasing customers choice in the way they interact with us; and, Increasing levels of automation. The selected bidders will be able to demonstrate how they would support Thames Water's customer service strategy and its outcomes. Bidders can apply for one or multiple lots. Thames Water may award more than one lot to a single bidder taking into account the evaluation of each individual lot; the tendered aggregate operational and commercial benefits to be obtained from the award of more than one lot; and, bidders stated preferences for award of lots at PQQ stage
Lot Division
| 1 | Digital Led Customer Contact
Thames Water is seeking a service provider for first tier customer contact through digitised media channels (including for but not limited to two-way messaging, web chat, social media). It is expected that bidders will bring solutions to deliver our strategic outcomes in achieving a customer centric service where transactional work is highly automated and consistently delivered with residual human work. Thames Water intends to award this lot to a single provider. |
| 2 | Transactional Back Office and Contingency Voice
Thames Water is seeking a service provider to take ownership of and deliver back office transactional services (such as but not limited to service desk, exception management, cash operations (invoicing), billing, metering and home move transactional services). It is expected the service provider will bring solutions to deliver against our strategic outcomes delivering a high-quality customer centric service where transactional work is highly automated and consistently delivered with residual human work. The services are predominantly non-voice, the requirement also includes for some provision of outbound telephony, and contingency voice; in times of planned or unplanned incidents or peaks when, Thames Water may call upon the provider to lend voice contact services. Thames Water intends to award this lot to a single provider. |
| 3 | Post Room Services
Thames Water is seeking a service provider to take ownership of and deliver our post room services and document handling centre. Thames Water is looking for the service provider to take on the service delivery and bring solutions to deliver against our strategic outcomes with a high-quality service; creating a cost optimised approach where services are increasingly automated and consistently delivered. Thames Water intends to award this lot to a single provider. |
CPV Codes
- 79342300 - Customer services
- 64216100 - Electronic message services
- 79342320 - Customer-care services
- 72253000 - Helpdesk and support services
- 79900000 - Miscellaneous business and business-related services
- 64110000 - Postal services
Indicators
- Bids should cover one or more lots.
- Bids should cover the whole contract.
- This is a recurring contract.
- Options are available.
- Renewals are available.
- Financial restrictions apply.
- Professional qualifications are sought.
- Award on basis of price and quality.
Other Information
All suppliers who wish to respond to this notice must request a pre-qualification questionnaire (PQQ) by using the web link in Section I.3 (www.thameswater.co.uk/procurement). From your response to the link in Section I.3 or above, Thames Water's Procurement Support Centre will send you an email providing login details for our eSourcing system (i.e. IASTA Smartsource). To complete the PQQ you will need to login to IASTA Smartsource. If the project requires it, you will receive an additional and separate survey to complete for Data Protection. Note - The client may be Thames Water Utilities Limited or another company within the Kemble Water group structure.
Reference
- FTS 009829-2022