II.2.1) Title
Journey Management Consultancy
II.2.2) Additional CPV code(s)
79400000
II.2.3) Place of performance
NUTS code:
UKE41
II.2.4) Description of the procurement
Lot 1 end to end journey management will require support across the following areas both in a consulting capacity and contracting alongside the core team.
Collaborative approach centred around growing capability, supporting and informing the Yorkshire Water approach to enable best-in-class customer experience in an increasingly efficient way for the business.
1) Understanding what customers truly value — support in creating an outside-in view of the world by evidencing and synthesising numerous sources of information to create compelling insights to provoke action.
Insight
— customer opinions (what they say),
— customer behaviour (what they do),
— FAQs and online search trends (what they search for),
— social media and complaints analysis (what they shout about).
Customer feedback
— gather and analyse ‘voice of the customer’ measures,
— identify pain points and gain points,
— Benchmark against best in class inside and outside industry,
— align customer view across the business.
Foresight
— understand future customer expectations and opportunities,
— challenge the organisation and regulators’ thinking,
— inspire stakeholders with what’s possible,
— maintain an outside-in view of the industry,
— influence organisational strategy.
2) Setting clear direction, mobilisation and engagement — making clear connections between business strategy, change programmes and colleague engagement
Strategy creation
— define CX ambition and goals in line with the organisational strategy,
— define, agree and understand the core customer segments/personas,
— prioritise key touch points and experiences to apply a dedicated design focus,
— identify the cost of inaction as well as the business case for change.
Change Implementation
— prioritise initiatives and develop light-touch business case for customer and commercials,
— robust engagement and handover process with delivery stakeholders,
— engage and inform recruitment, training, and coaching initiatives.
Organisation engagement
— bring the story to life across the business to engage and inspire,
— surface and share good news stories and examples of best practise,
— gather improvement ideas,
— immerse senior colleagues.
3) End to end journey management and design
Support a systematic approach to continuously improving end to end journeys against a clear future ‘target state’
Journey management
— assess and evidence the current reality of end to end journeys on an ongoing basis (emotional, mental and physical effort),
— track and monitor improvements, measuring success by impact on customer, colleagues and commercials,
— support colleagues to think broader than their own area to galvanise a holistic approach,
— focus on the whole customer journey not just the business journey including areas outside direct control,
— Governance.
Experience design
— design and shape end to end journeys collaborating across all key stakeholders and third-party expertise,
— develop a robust design process and experience assessment methodology,
— surface ideas from within the business and outside perspectives.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
903 280.00
GBP
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:
Subject to mutual agreement the contract may be extended for a total of 36 months (1 + 1 + 1).
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
II.2.1) Title
Improvement Consultancy
II.2.2) Additional CPV code(s)
79400000
II.2.3) Place of performance
NUTS code:
UKE41
II.2.4) Description of the procurement
There are two main needs from an improvement point of view that we will need external support for:
(a) working as a deliverer
• provide expert consultants who can deliver improvement work where the YW COE do not have the capacity to deliver,
• this work will tend to be project based with a defined timeframe and scope. Most likely less complex ‘in team’ or ‘in function’ work,
• we would expect this work to be undertaken via our methods/approaches and for any partner to be an extension of the internal YW Team.
Examples might be:
Process modellers, CI analysts, improvement specialists – people who can deliver improvement interventions as well as do task-oriented activity for process ownership, management and governance.
(b) working as a partner to the YW COE
• provide expert consultation to work ‘shoulder-to-shoulder’ with the YW COE in delivering their objectives and build capability,
• this work could include anything from our portfolio;
— the co-delivery of a performance excellence culture within business teams,
— improvement project co-delivery (most likely complex, cross functional/business wide),
— general advice and coaching to develop our COE,
— training co-delivery,
— external benchmarking/best practice so that the YW COE can continuously improve their offering.
YWS expect this work to be done ‘shoulder-to-shoulder’ with our COE so that a sustainable transfer of skill can take place reducing our reliance on external support for basic improvement delivery.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
1 300 000.00
GBP
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:
Subject to mutual agreement the contract may be extended for a total of 36 months (1 + 1 + 1).
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