Customer Services Business Process Outsource for Thames Water

Customer Services Business Process Outsource for Thames Water

1. Remove drivers of dissatisfaction by creating a more resilient service platform. 2. Improve the customer experience through proactive customer management. 3. Build brand perceptions to help improve Thames Water’s position in the markets it operates, and in the hearts and minds of our people.

United Kingdom-Reading: Customer services

2014/S 241-425105

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Thames Water Utilities Limited
Procurement Support Centre — 3rd floor East, C/O Mail Room, Rose Kiln Court
RG2 0BY Reading
UNITED KINGDOM
E-mail: procurement.support.centre@thameswater.co.uk

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

Water

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)Description

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

1251 Customer Services Business Process Outsource.

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

Services
Service category No 27: Other services
Main site or location of works, place of delivery or of performance: Thames Water Area.
NUTS code

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

The notice involves the establishment of a framework agreement

II.1.4)Information on framework agreement

Framework agreement with several operators
maximum number of participants to the framework agreement envisaged: 2

Duration of the framework agreement

Duration in months: 84

Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT
Range: between 500 000 and 7 000 000 GBP

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

About Thames Water:
Thames Water is the UK’s largest water and wastewater company providing services to 15 000 000 customers across London and the Thames Valley.
Each year we currently issue in excess of 7 000 000 items of correspondence, including bills, and receive in excess of 4 000 000 contacts from our customers via phone, letter, e-mail and the web. These include technical supply-related queries, customer and account queries (e.g. billing, change of address) and contact relating to payment and debt.
In the Household market within the Thames Water region we bill and serve 13.5 m customers for both water and waste services, and provide waste services only to a further 1.7 m customers who receive their bills via one of four regionally based water only companies.
In the Non-Household (business customers) sector, we bill and serve 265 000 customers for both water and waste services, and provide waste services only to a further 35 000 customers who receive their bills via one of four water only companies.
Our vision:
Our Retail Household Business Plan, which can be found here, was submitted to Ofwat as part of the 2014 Price Control, and provides a 5 year view on how we propose to significantly improve services for our customers.
We are passionate about becoming a truly customer centric organisation. As such, we are looking for a BPO partner(s) who shares our vision for customer excellence, and can work with us to integrate and enhance capability across the partnership in order to place Thames Water in the upper quartile of the industry’s Customer Satisfaction table. Our BPO partner(s) will work with us to transform the business using innovation to help us deliver our overall retail strategy;
1. Remove drivers of dissatisfaction by creating a more resilient service platform.
2. Improve the customer experience through proactive customer management.
3. Build brand perceptions to help improve Thames Water’s position in the markets it operates, and in the hearts and minds of our people.
4. Deepen the customer relationships to meet customer segment needs.
5. Develop and extend our retail model to be ready for market deregulation.
Improvements in Customer Satisfaction will be delivered, for example, by reducing repeat contacts for our customers by ensuring “right first time” and reducing handoffs.
Our partners will support us to improve our customer policies and processes, to ensure they are fit for purpose in an ever-changing and expectation driven world.
The scope of work:
We currently have a number of custoemr service contracts in place, both onshore and offshore, that are delivered to our residential and business customers by our exsiting partners on a day-to-day basis. Our chosen partner(s) will be accountable for delivering these services seamlessly across a front, mid and back office environment with the level of care that customers would expect from their water and waste provider. They will be enabled to resolve customer queries directly through multiple channels and help to minimise the number of complaints we receive.
Throughout the life of the partnership Thames Water will remain accountable for strategy, policy and key customer ‘touch points’.
The scope of services currently provided by our BPO partners includes, but is not limited to, the list below. We will take the opportunity to ensure that the contracts with our new BPO partners align to our strategic objectives, and may use responses from the first round of the procurement process to help refine this scope. At this stage the services included (but are not limited to):
— Inbound and out-bound phone calls;
— Customer Account Management (including taking customer payments, maintaining customer account details and receiving meter reads from customers);
— New Connections and Disconnections (including setting up new properties, locating missing properties and managing change of properties);
— Home Move (managing the process of customers moving in, within and out of the Thames region);
— Credit and Collections (proactive customer contact for our customers who won’t pay, can’t pay or are struggling to pay);
— Dealing with customer exceptions (such as meter reads, billing and home-move);
— Enabling Channel integration, including Webchat and Social Media services;
— Managing customer correspondence such as letters, e-mails, text and standard set forms, together with back-office support services;
— Enabling services such as reporting, analytics and MI, as well as agent performance management and resource forecasting.
The way that customers interact with us through their channel of choice is important to us. We are therefore looking for a BPO partners(s) who will embrace our visions and values ethos; ‘Here for You: Innovating for Life in a Changing Environment’ which encompasses the key behaviours as detailed in the attached document. We expect our partner to live and breathe these values in everything they do.
Requirements of the bidder:
The principle of ‘Right Shoring’ our services is key to optimum customer satisfaction and we want to ensure the best location is chosen for each service. One of our key principles for our voice calls is around tone/voice affinity, with preference towards English as first language.

II.1.6)Common procurement vocabulary (CPV)

79342300, 79996100, 72312000, 72313000, 72316000, 66172000, 75100000, 79500000

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

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Information about lots

This contract is divided into lots: yes
Tenders may be submitted for one or more lots

II.1.9)Information about variants

Variants will be accepted: yes
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Information to be provided in the invitation to negotiate.

II.2.2)Information about options

Options: yes
Description of these options: Any agreement awarded would be for an initial duration of 5 years, with options to extend annually up to a maximum overall term of 7 years.

II.2.3)Information about renewals

This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

Information about lots

Lot No: 1Lot title: Customer Contact

1)Short description:

Includes services that involve direct contact with the customer through multi-channels including voice, email, white mail, web chat and social media.

2)Common procurement vocabulary (CPV)

79342300, 79996100, 72312000, 72313000, 72316000, 66172000, 75100000, 79500000

Lot No: 2Lot title: Transactional Back Office

1)Short description:

Includes the processing of customer accounts and maintenance of customer data without direct contact with the customer. This includes address and property information.

2)Common procurement vocabulary (CPV)

79342300, 79996100, 72312000, 72313000, 72316000, 66172000, 75100000, 79500000

Lot No: 3Lot title: Early Debt Collection

1)Short description:

Includes services that involve direct contact with the customer through multi-channels including voice, email, white mail, web chat and social media.

2)Common procurement vocabulary (CPV)

79342300, 79996100, 72312000, 72313000, 72316000, 66172000, 75100000, 79500000

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

Bonds and/or parent company guarantees of performance and financial standing may be required.

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

Specified in the Invitation to Negotiate.

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

Consortia may be required to form a legal entity prior to any award.

III.1.4)Other particular conditions:

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: Specified in the Invitation to Negotiate.
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: As detailed in section VI.3 and the PQQ.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As detailed in section VI.3 and the PQQ.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: As detailed in section VI.3 and the PQQ.
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

Negotiated
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 in the specifications or in the invitation to tender or to negotiate

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:

1251

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

no
IV.3.3)Conditions for obtaining specifications and additional documents

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

16.1.2015 – 12:00

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

English.
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: yes
Estimated timing for further notices to be published: Between 5-7 years.

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:

All suppliers who wish to respond to this OJEU notice must request a pre-qualification questionnaire (PQQ) by emailingprocurement.support.centre@thameswater.co.uk providing the following details:

Company Name;
2 x Contact Name;
2 x Contact Email;
2 x Contact Telephone.
Project being applied for (please state the title used in section II.1.1 of this notice).
Thames Water’s Procurement Support Centre will then send you an email (to the email address provided by you) setting out login details for Thames Water’s eSourcing system (IASTA).
To view the PQQ surveys you will need to login to Thames Water’s eSourcing system (IASTA). Should you wish to submit a response(s), you must complete and submit it on Thames Water’s eSourcing system by the date and time stated in the PQQ.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Thames Water Utilities Limited will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into.
The Utilities Contracts Regulations (SI 2006 No 6) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

10.12.2014

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