Summary
- OCID:
- ocds-h6vhtk-05866e
- Published by:
- United Utilities Water Limited
- Authority ID:
- AA76770
- Publication date:
- 22 November 2025
- Deadline date:
- -
- Notice type:
- UK6
- Has documents:
- No
- Has SPD:
- No
- Has Carbon Reduction Plan:
- N/A
Abstract
The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.The agreement includes a comprehensive service proposal, covering:• Staffing and training model• Technology stack (IT and telephony setup)• Governance and reporting structure• Quality assurance approach• Supplier readiness for mobilisation ahead of January billing peak
Full notice text
Scope
Procurement description
The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.
The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.
The agreement includes a comprehensive service proposal, covering:
• Staffing and training model
• Technology stack (IT and telephony setup)
• Governance and reporting structure
• Quality assurance approach
• Supplier readiness for mobilisation ahead of January billing peak
Contracting authority
UNITED UTILITIES WATER LIMITED
Identification register:
Address 1: Haweswater House, Lingley Green Avenue
Town/City: Great Sankey
Postcode: WA5 3LP
Country: United Kingdom
Companies House: 02366678
NUTS code: UKD61
Email: Commercialapprovalsboard@uuplc.co.uk
Organisation type: Private utility
Procedure
Procedure type
Competitive flexible procedure
Is this procurement under a special regime?
Utilities
Contract
1
Status: Pending
Related lots
1
Date the contract will be signed (estimated)
08 December 2025, 23:59PM
Can this contract be extended?: Yes
Value
6600000 GBP Including VAT
CPV classifications
- 79510000 - Telephone-answering services
Delivery regions
- UKD - North West (England)
Is the total value above threshold?
Above threshold
Contract dates (estimated)
08 December 2025, 00:00AM to 07 December 2026, 23:59PM
Extension end date (if all the extensions are used): 07 December 2028
Coding
Commodity categories
| ID |
Title
|
Parent category
|
| 79510000 |
Telephone-answering services |
Office-support services |
Delivery locations
| ID |
Description
|
|
There are no delivery locations for this notice.
|
Alert region restrictions
The buyer has restricted the alert for this notice to suppliers based in the following regions.
| ID |
Description
|
|
There are no alert restrictions for this notice.
|
About the buyer
- Main contact:
- N/a
- Admin contact:
- N/a
- Technical contact:
- N/a
- Other contact:
- N/a
Further information
|
Date
|
Details
|
|
No further information has been uploaded.
|