Contract notice – utilities
Section I: Contracting
entity
I.1) Name and addresses
SSE SERVICES PLC
02366879
43 Forbury Road
READING
RG13JH
UK
Contact person: John Lange
E-mail: John.lange@sse.com
NUTS: UK
Internet address(es)
Main address: www.sse.com
I.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at:
www.sse.com
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent to the abovementioned address
I.6) Main activity
Electricity
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
SSEN Distribution Contact Channel Management - Contact Centre as a Service(CCaaS)
II.1.2) Main CPV code
72210000
II.1.3) Type of contract
Services
II.1.4) Short description
The Customer Service team are embarking on a transformation programme to move towards a unified service tooling ecosystem that places customers at the heart of everything we do and enables our colleagues to deliver exceptional service and customer experience.
The purpose is to identify a vendor that has existing solutions, capabilities, and technologies to transform and migrate our legacy contact routing platform (Avaya & Storm) to a cloud-based Contact Centre as a Service (CCaaS) solution along with the scale and opportunity to route and manage all demand, agnostic to channel, across all SSEN Distribution Customer Service functions via a single solution.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
UK
II.2.4) Description of the procurement
The Customer Service team are embarking on a transformation programme to move towards a unified service tooling ecosystem that places customers at the heart of everything we do and enables our colleagues to deliver exceptional service and customer experience.
The purpose is to identify a vendor that has existing solutions, capabilities, and technologies to transform and migrate our legacy contact routing platform (Avaya & Storm) to a cloud-based Contact Centre as a Service (CCaaS) solution along with the scale and opportunity to route and manage all demand, agnostic to channel, across all SSEN Distribution Customer Service functions via a single solution.
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: 84
This contract is subject to renewal: No
II.2.10) Information about variants
Variants will be accepted:
Yes
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
II.2.14) Additional information
Submissions to be submitted via the Jaggaer portal, if not register see : https://sse.app.jaggaer.com/web/index.html
Upon appropriate registration, please contact the event owner john.lange@sse.com to be added to the event.
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Negotiated with call for competition
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement with a single operator.
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:
26/04/2024
Local time: 15:00
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.5) Date of dispatch of this notice
22/03/2024