Contract award notice – utilities
Section I: Contracting
entity
I.1) Name and addresses
ANGLIAN WATER SERVICES LIMITED
2366656
Huntingdon
UK
Contact person: Rebecca Longman
Telephone: +44 1733414446
E-mail: rlongman@anglianwater.co.uk
NUTS: UKH12
Internet address(es)
Main address: https://www.anglianwater.co.uk
I.6) Main activity
Water
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Modern Contact Centre
Reference number: 2022 0679
II.1.2) Main CPV code
48500000
II.1.3) Type of contract
Supplies
II.1.4) Short description
Anglian Water Services Ltd ("Anglian Water") is currently reviewing options for the future delivery of a Modern Contact Centre (MCC).
Anglian Water is looking to procure a Contact Centre as a Service solution to replace the current on-prem contact centre telephony platform. The Contact Centre solution should have the capability of providing a personalised experience to customers by executing inbound, as well as outbound, communication across a variety of channels.
Anglian Water are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre.
Our Contact Centre serves as the primary hub for incoming and outgoing communications between our company and customers, and is currently spread across multiple physical locations, including Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. Over 400 agents are responsible for handling a wide range of customer inquiries and issues related to billing, home moves, and operational matters.
The current technology landscape is complex and difficult to navigate, resulting in a lack of actionable insights and operational management. We want to reduce our support costs, simplify our systems, and create an easy-to-use platform that can easily adapt to new channels as they emerge.
Our aim is to provide a digital-first customer experience, and we are looking to transform our traditional voice channels into modern digital channels. While we understand that some customers will still prefer voice-based interactions, we aim to increase the proportion of digital interactions, making it easy for customers to interact with us through various digital channels, including self-serve, social media, and two-way messaging platforms such as WhatsApp and Facebook Messenger.
For further detail please see all associated bid documents on the scanmarket event.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Lowest offer:
/ Highest offer:
II.2) Description
II.2.3) Place of performance
NUTS code:
UKH
II.2.4) Description of the procurement
Anglian Water can procure additional services and or software from the selected Bidder which it offers either now or in the future which may either replace the procured software (for example through an alternative licensing model) or is considered to be reasonably ancillary to the software/services being procured (which shall include without limitation software used for customer communications).
For further detail please see all associated bid documents on the scanmarket event.
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Negotiated with call for competition
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2023/S 000-016336
Section V: Award of contract
Contract No: PA 2022 0679
Title: Modern Contact Centre
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
29/02/2024
V.2.2) Information about tenders
The contract has been awarded to a group of economic operators:
No
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Anglian Water Services Limited
Huntingdon
UK
VI.5) Date of dispatch of this notice
23/04/2024