Business Process Outsourcing Tender

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

2018/S 198-448193

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Anglian Water Services Limited
Thorpe Wood House, Thorpe Wood
United Kingdom
Contact person: Claire Scott
NUTS code: UKH
Internet address(es):Main address:

I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Other type: Water company

I.5)Main activity

Other activity: Water industry

Section II: Object

II.1)Scope of the procurement


PA 2018 0274 Business Process Outsourcing

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

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 work streams will require outbound calls to be made to customers for query resolution.

II.1.5)Estimated total value

Value excluding VAT: 12 000 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UK
Main site or 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 km2 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 emails 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.2.5)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: 12 000 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 120
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: no
II.2.12)Information about electronic catalogues

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.2.14)Additional information

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

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Competitive procedure with negotiation
IV.1.3)Information about a framework agreement or a dynamic purchasing system

IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
IV.1.5)Information about negotiation
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

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

Date: 11/10/2018
Local time: 23:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Anglian Water Services Limited
Thorpe Wood House, Thorpe Wood
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice: