Contract notice – utilities
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.2.10) 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.
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Commodity Categories
Commodity Categories
| 79342311 | Customer satisfaction survey | Marketing services |
| 79342310 | Customer survey services | Marketing services |
| 79342320 | Customer-care services | Marketing services |
Delivery Locations
Delivery Locations
| 100 | UK - All |
Alert Region Restrictions
The buyer has restricted the alert for this notice to suppliers based in the following regions.
Alert Region Restrictions
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There are no alert restrictions for this notice.
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