Business Process Outsourcing Tender
The scope of the tender is business process outsourcing services initially for customer services back office work.
United Kingdom-Peterborough: Administration services
Contract notice – utilities
Section I: Contracting entity
I.1)Name and addresses
Thorpe Wood House, Thorpe Wood
Contact person: Claire Scott
NUTS code: UKH
Section II: Object
Business Process Outsourcing
II.1.2)Main CPV code
II.1.3)Type of contract
The scope of the tender is business process outsourcing services initially for customer services back office work. For this customer services work, all work streams contained within the contract will require judgment based thinking at different levels of complexity. There are few processes that are purely data entry. Several workstreams will require outbound calls to be made to customers for query resolution.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.3)Place of performance
This contract is not restricted to being performed in the East of England.
II.2.4)Description of the procurement:
Anglian Water Services Ltd is the largest water and wastewater Company in England and Wales, covering 27 500 square kilometres and 5 000 000 domestic and commercial customers. The Anglian Water region includes water and wastewater treatment works, reservoirs and network stretching from the Humber in the north to the Thames in the south, from Northampton in the west across to the east coast.
Anglian Water is under continuous pressure to drive down costs through innovation and more efficient ways of working so that cumulative benefits may be passed on to Anglian Waters customers. Against this background, it is crucial to maintain a strong customer focus, continuous improvement in the delivery of quality services and value for money. It requires a leading performance from Anglian Water as well as its suppliers to maximise these benefits.
Anglian Water wishes to outsource some of its business processing.Initially, this will cover judgement based customer service correspondence handling. Call centre activities are out of scope.
The successful bidder will be required to update Anglian Waters billing system (SAP ISU) and process customer requests, following written correspondence and automated messages received from our customers, or internal requests for updates. This is not a data inputting service.
A key part of the process when updating the billing system will be informed decision making, letter writing, responding to customer e-mails and making some limited outbound calls to Anglian Waters customers and contact centre for query resolution. The types of updates on the billing system will typically involve creating payment arrangements for customers, updating move in and outs, inputting meter readings and rebilling customers, amending addresses and calculating allowances that need to be credited to customers accounts.
All correspondence and systems will be in English.
Whilst this contract will be initially for customer services back office work, the scope of the contract may be extended to add other business process outsourcing for other business support functions where the parties agree and the Service Provider can demonstrate its capability and cost competitiveness.
Please note that the successful bidder will be required to hold a credit rating produced from time to time by Dunn and Bradstreet showing a risk indicator of 1 or 2 (being low or lower than average risk). In the event that the bidder does not hold such a credit rating or the credit rating of the successful bidder deteriorates during the contract term, then the bidder will be required to provide a Parent Company Guarantee from a parent entity whose credit rating is satisfactory to Anglian Water.
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.6)Deposits and guarantees required:
See procurement documents and section II.2.4 above
III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
See procurement documents and draft contract
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about electronic workflows
Thorpe Wood House, Thorpe Wood
VI.5)Date of dispatch of this notice: