Sell2Wales.gov.wales uses cookies which are essential for the site to work. We also use non-essential cookies to help us improve government digital services. Any data collected is anonymised. By continuing to use this site, you agree to our use of cookies.

Accept cookies Cookie Settings

View Notice

The buyer is not using this website to administer the notice. To record your interest or obtain additional information or documents please find instructions within the Full Notice Text. (NOTE: Contract Award Notices and Prior Information Notices do not normally require a response)

Add notice to my Sell2Wales Interest List

Notice Details

Title: NW2426 Customer Feedback Platform
OCID: ocds-h6vhtk-0387d7
Published by: NORTHUMBRIAN WATER GROUP LIMITED
Authority ID: AA80781
Publication Date: 24/11/2022
Deadline Date: 09/12/2022
Deadline Time: 12:00
Notice Type: Contract Notice
Has Documents: No
Has SPD: No
Abstract:

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues.

Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made.

The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry.

The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life.

The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets.

NWL are also looking for a proactive trend analysis function in the platform.

SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWL will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWL will determine the timing of the surveys. The surveys will cover North and South customers of NWL, Northumbrian Water and Essex and Suffolk Water.

Contract notice – utilities

Directive 2014/25/EU - Utility Directive

Directive 2014/25/EU

Section I: Contracting entity

I.1) Name and addresses

NORTHUMBRIAN WATER GROUP LIMITED

02366703

Northumbria House, Abbey Road, Pity Me

DURHAM

DH15FJ

UK

Contact person: Philippa Longstaff

Telephone: +44 7516587560

E-mail: philippa.longstaff@nwl.co.uk

NUTS: UKC14

Internet address(es)

Main address: https://www.nwl.co.uk/

I.3) Communication

The procurement documents are available for unrestricted and full direct access, free of charge at:

https://s1.ariba.com


Additional information can be obtained from the abovementioned address


Tenders or requests to participate must be sent electronically to:

https://s1.ariba.com


I.6) Main activity

Water

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

NW2426 Customer Feedback Platform

Reference number: NW2426

II.1.2) Main CPV code

79342310

 

II.1.3) Type of contract

Services

II.1.4) Short description

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues.

This contract will cover both Northumbrian Water as well as Essex & Suffolk Water. This will be a 3-year contract with the option to extend for a further 2 years. Contract start date will be 1st January 2024.

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.2) Additional CPV code(s)

79342311

79342320

II.2.3) Place of performance

NUTS code:

UKC

UKH14

UKH3

II.2.4) Description of the procurement

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues.

Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made.

The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry.

The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life.

The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets.

NWL are also looking for a proactive trend analysis function in the platform.

SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWL will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWL will determine the timing of the surveys. The surveys will cover North and South customers of NWL, Northumbrian Water and Essex and Suffolk Water.

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: 36

This contract is subject to renewal: No

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: Yes

Description of options:

After the initial 36 months, an optional 24 months extension will be available.

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:

As stated in the procurement documents

III.1.2) Economic and financial standing

List and brief description of selection criteria:

Selection criteria as stated in the procurement documents.


Minimum level(s) of standards required:

Selection criteria as stated in the procurement documents.

III.1.3) Technical and professional ability

List and brief description of selection criteria:

Selection criteria as stated in the procurement documents.


III.1.6) Deposits and guarantees required:

If the Dun and Bradstreet credit rating returns a rating of 'above average risk' or 'high risk', the contracting entity will request further financial information for review and a parent company guarantee may be required.

III.1.7) Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Please see the terms and conditions in the procurement documents.

III.1.8) Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

These will be set out in the tender documents

III.2) Conditions related to the contract

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.2.2) Time limit for receipt of tenders or requests to participate

Date: 09/12/2022

Local time: 12:00

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.3) Additional information

Applicants are asked to note that this procurement process will be conducted electronically with all documents and communication being managed through the Northumbrian Water eSourcing Spend Management portal called 'Ariba'.

Expressions of interest for this tender must be sent to the e-mail address expressions@nwl.co.uk before the deadline date of 09 December 2022 at 12 noon. Once expression of interest has been received that contains the details below, applicants will be given access to the Ariba portal within 48 hours from request. This portal will contain all the tender documents associated with this procurement that are available at the time. An email link will also be provided to the email address you provide to access the portal. The deadline for return of the completed PQQ is 16 December 2022 at 12 noon. When sending expression of interest, applicants must provide the following information: 1) Full company name 2) Main contact details of the person who will be given access to the Ariba portal - Name, job title, E mail address and telephone.

VI.4) Procedures for review

VI.4.1) Review body

NWL Legal Department

Northumbrian Water LIMITED, Abbey Road, Pity Me

Durham

DH1 5FJ

UK

VI.5) Date of dispatch of this notice

23/11/2022


Information added to the notice since publication.

Additional information added to the notice since it's publication.
No further information has been uploaded.
Main Contact: philippa.longstaff@nwl.co.uk
Admin Contact: N/a
Technical Contact: N/a
Other Contact: N/a

Commodity Categories

Commodity Categories
IDTitleParent Category
79342311Customer satisfaction surveyMarketing services
79342310Customer survey servicesMarketing services
79342320Customer-care servicesMarketing services

Delivery Locations

Delivery Locations
IDDescription
100UK - All

Alert Region Restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

Alert Region Restrictions
There are no alert restrictions for this notice.

Copyright © Sell2Wales