Cadent Gas Customer Contact Centre Tender

Concepts

• glasgow
• sheffield
• edinburgh
• warwick
• leatherhead
• reading
• horley
• grantham
• telecommunications services
• coventry

Location

COVENTRY

Description

Cadent Gas is seeking to engage with suppliers to buy a modern, cloud-based solution for its emergency customer contact center infrastructure, including the network connectivity and the associated telephony applications.

Total Quantity or Scope

Cadent Gas is seeking to engage with suppliers to buy a modern, cloud-based solution for its emergency customer contact center infrastructure, including the network connectivity and the associated telephony applications. Once in place, this service will replace Cadent's existing "on premise" contact center solution. It is critical that the solution is both stable and highly resilient, and that bidders provide comprehensive implementation, cutover and ongoing service support, including consideration of future innovation through the life of the contract. The emergency contact center is provided as a service to a number of the Gas Distribution Networks (GDNs) and Independent Gas Transporters (IGTs), who each part-fund the service. The service provided is regulated by Ofgem with regard to end-to-end customer service and emergency performance. The PQQ will be run using the Achilles platform and suppliers need to be registered under the below codes in order to receive the invite. 1.5.8.2 Call Centre 2.1.14 Call Centre Services

Renewal Options

After an initial term of up to 5-years there will be an option to renew for up to a further 5-years.

CPV Codes

• 64220000 - Telecommunication services except telephone and data transmission services
• 32412100 - Telecommunications network
• 32524000 - Telecommunications system
• 50332000 - Telecommunications-infrastructure maintenance services
• 64226000 - Telematics services
• 64227000 - Integrated telecommunications services

Indicators

• Bids should cover the whole contract.
• Renewals are available.
• Award on basis of price and quality.