Electronic Message Services

Electronic Message Services

Customer Experience Polling Solution. Customer feedback platform (voice of the customer) which includes SMS, IVR and other channels to capture real time customer contact feedback.

UK-Coventry: electronic message and information services

2012/S 164-272910

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Severn Trent Water Limited
Severn Trent Centre PO Box 5309
For the attention of: Kenny Stewart
CV3 9FH Coventry
UNITED KINGDOM
Telephone: +44 7703718440
E-mail: kenny.stewart@severntrent.co.uk
Fax: +44 7703718440

Internet address(es):

General address of the contracting entity: www.stwater.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:
Customer Experience Polling Solution.
II.1.2)Type of contract and location of works, place of delivery or of performance
Services
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Including but not limited to various locationswithin the Severn Trent area. This area stretches from the Humber estuary to the Bristol Channel and from Mid-Wales to East-Midlands.
NUTS code UK
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
Framework agreement with a single operator
Duration of the framework agreement

Duration in years: 5

II.1.5)Short description of the contract or purchase(s):
Customer feedback platform (voice of the customer) which includes SMS, IVR and other channels to capture real time customer contact feedback. Key requirement is to categorise customer comments using Natural Language Processing or equivalent and the provision of a dashboard (including the ability to drill down to agent and team level).
II.1.6)Common procurement vocabulary (CPV)

64216000, 72268000

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: no
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:
II.2.2)Information about options
Options: no
II.2.3)Information about renewals
This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

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:
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: Applications are required to complete a pre-qualification questionnaire PQQ. Access to this document is available from Kenny Stewart refer to Section I.1 for contact details. The Contracting Authority will evaluate all responses to the PQQ document including the eligibility of applicants in line with Regulation 26 of the Utilities Contracts Regulations2006.
III.2.2)Economic and financial ability
Information and formalities necessary for evaluating if the requirements are met: Applications are required to complete a pre-qualification questionnaire PQQ. Access to this document is available from Kenny Stewart refer to Section I.1 for contact details. The Contracting Authority will evaluate all responses to the PQQ document including the eligibility of applicants in line with Regulation 26 of the Utilities Contracts Regulations2006.
III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met: Applications are required to complete a pre-qualification questionnaire PQQ. Access to this document is available from Kenny Stewart refer to Section I.1 for contact details. The Contracting Authority will evaluate all responses to the PQQ document including the eligibility of applicants in line with Regulation 26 of the Utilities Contracts Regulations2006.
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: yes
Additional information about electronic auction:
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
no
IV.3.3)Conditions for obtaining specifications and additional documents
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
1.10.2012 – 12:00
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 tenders
Persons authorised to be present at the opening of tenders: no

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about European Union funds
VI.3)Additional information:
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:24.8.2012

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