Customer Identity Access Management Tender

Customer Identity Access Management Tender

As a result of customer feedback, there is a drive within NWL to give a better online customer experience and the new solution will provide an ideal starting point.

United Kingdom-Durham: Customer Relation Management software package

2017/S 025-044969

Contract notice – utilities


Directive 2004/17/EC

Section I: Contracting entity

I.1)Name, addresses and contact point(s)

Northumbrian Water Limited
Boldon House, Wheatlands Way, Pity Me
Contact point(s): Northumbrian Water Ltd
For the attention of: Philip Carvel
DH1 5FA Durham
United Kingdom
Telephone: +44 1913015429

Internet address(es):

General address of the contracting entity:

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Main activity


I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract


II.1.1)Title attributed to the contract by the contracting entity:

NW1736 — Customer Identity Access Management.

II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 7: Computer and related services


II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s):

Northumbrian Water Limited (NWL) customers are currently able to create and login to an online account to view current and historic bills and undertake minor account administration. The login process is currently managed within NWL and is linked to Northumbrian Water’s Customer Information and Billing System for authentication. In 2017 the existing billing system will be retired and a new Customer Identification and Management (CIAM) solution will be required.
As a result of customer feedback, there is a drive within NWL to give a better online customer experience and the new solution will provide an ideal starting point, it should provide a better sign-up experience for customers and provide greater insights into customer needs. It would also present to NWL an opportunity to improve our current system creating a foundation to build current and future web services upon.

II.1.6)Common procurement vocabulary (CPV)

48445000, 48217000, 48333000, 48810000, 48900000, 42965000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes

II.1.8)Information about lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Initial 3-year contract with option to extend for an additional 2 years.
Estimated value excluding VAT
Range: between 250 000 and 750 000 GBP

II.2.2)Information about options

Options: yes
Description of these options: Optional 2-year extension.
Provisional timetable for recourse to these options:
in months: 24 (from the award of the contract)

II.2.3)Information about renewals

This contract is subject to renewal: no

II.3)Duration of the contract or time limit for completion

Duration in months: 36 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:


III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Payment terms are 45 days.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

III.1.4)Other particular conditions:

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: None.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Financial standing will form part of the evaluation criteria.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: These are identified in the tender documents.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated below

1. Registration. Weighting 14

2. Authentication. Weighting 4

3. Password Management. Weighting 4

4. Technical Requirements. Weighting 7

5. Customer Insights. Weighting 1

6. Look and Feel. Weighting 2

7. Non-Functional Requirements. Weighting 6

8. Financial Standing. Weighting 2

9. Supplier Interview (including demo). Weighting 10

10. Price. Weighting 50

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting entity:


IV.3.2)Previous publication(s) concerning the same contract


IV.3.3)Conditions for obtaining specifications and additional documents(except for a DPS)

Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

17.2.2017 – 17:00

IV.3.5)Language(s) in which tenders or requests to participate may be drawn up

IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: 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 e-Sourcing Spend Management portal hosted by Ariba. Expressions of interest must be sent to the e-mail before the deadline date of 17.2.2017 by 17:00. Each party submitting an expression of interest by providing all the information detailed below will be given access to the tender documents as soon as they are made available on the Ariba portal. All the requirements of the tender, including the deadline for submission, will be available via the Ariba portal. When sending an 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;
— Telephone number.
Dates and estimated values shown in this Contract Notice are indicative only at this stage.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:



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