Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Sutton and East Surrey Water PLC trading as SES Water
RH11LJ
Redhill
UK
E-mail: procurement.support@seswater.co.uk
NUTS: UKJ26
Internet address(es)
Main address: https://www.waterplc.com/
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://www.waterplc.com/pages/about/suppliers/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent to the following address:
Sutton and East Surrey Water PLC trading as SES Water
Redhill
UK
E-mail: procurement.support@seswater.co.uk
NUTS: UKJ26
Internet address(es)
Main address: https://www.waterplc.com/
I.4) Type of the contracting authority
Other: Water Utility Company
I.5) Main activity
Other: Water Supply
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Digital Platform and Application Support
Reference number: RTP_10
II.1.2) Main CPV code
72210000
II.1.3) Type of contract
Services
II.1.4) Short description
The overall objective of this project is to implement a digital content management solution that enables the following:
— One platform that will hold both our existing website content and a range of customer transactions / journeys to enable customer self-serve.
— The ability to deliver targeted content to site users based on personalisation.
— The ability to drive outbound contact with customers via campaigns and targeted communications / alerts.
— Analytics tools that will allow customer transactions to be analysed and smoothed / improved.
— Integration with other key SES Water solution such as the billing and customer management system.
— To form part of the solution suite that manages the various channels that SES Water customers use for contact (telephone, email, letter, digital, webchat).
— Through increased use of a digital solution and improved SESW Service Incentivised Mechanism (SIM) score which is monitored and regulated by Ofwat.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UKJ25
II.2.4) Description of the procurement
The demographic of the majority of SES Water customers indicates that many of them would prefer to transact via a digital channel rather than via telephone or letter which are 2 of our most common customer channels. The opportunity is to meet that demand by building a wide range of customer self-serve transactions and journeys that will remove the need for telephone contact, speed up transactions and increase customer satisfaction (research has shown that digital transactions consistently score higher in customer satisfaction terms than other channels).
The procurement process will be in two stages (1) PQQ for shortlisting to (2) ITT.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 24
This contract is subject to renewal: Yes
Description of renewals:
Option to renew for two years.
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
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 III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
Tenderers will not be eligible unless submitted by persons or entities based or registered in a member state of the EU.
III.1.2) Economic and financial standing
List and brief description of selection criteria:
Tenderers will need to initially complete the PQQ before being shortlisted to receive the ITT.
III.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
III.2) Conditions related to the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
04/07/2018
Local time: 12:00
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date:
23/07/2018
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.4) Procedures for review
VI.4.1) Review body
Sutton and East Surrey Water Plc trading as SES Water
Redhill
UK
VI.5) Date of dispatch of this notice
04/06/2018