Contract award notice – utilities
Section I: Contracting
entity
I.1) Name and addresses
Sutton and East Surrey Water PLC trading as SES Water
UKJ25
Redhill
RH1 1LJ
UK
E-mail: procurement.support@seswater.co.uk
NUTS: UKJ26
Internet address(es)
Main address: https://www.waterplc.com/
I.6) Main activity
Water
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.1.7) Total value of the procurement
Value excluding VAT:
1 424 200.00
GBP
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 2 stages (1) PQQ for shortlisting to (2) ITT.
II.2.5) Award criteria
Quality criterion: Confidence to Deliver
/ Weighting: 60
Price
/ Weighting:
40
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:
No
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2018/S 109-248776
Section V: Award of contract
Title: Digital Platform and Application Support — Application Service Provision Agreement
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
21/03/2019
V.2.2) Information about tenders
Number of tenders received: 4
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Mando Group Ltd
04391789
Liverpool
L3 9SJ
UK
NUTS: UKD7
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 1 424 200.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
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
25/03/2019