Implement a Digital Content Management Solution
The overall objective of this project is to implement a digital content management solution.
United Kingdom-Redhill: Programming services of packaged software products
Section I: Contracting authority
I.1)Name and addresses
NUTS code: UKJ26
I.4)Type of the contracting authority
Section II: Object
Digital Platform and Application Support
II.1.2)Main CPV code
II.1.3)Type of contract
The overall objective of this project is to implement a digital content management solution that enables the following:
— One platform that will hold both our existing website content and a range of customer transactions / journeys to enable customer self-serve.
— The ability to deliver targeted content to site users based on personalisation.
— The ability to drive outbound contact with customers via campaigns and targeted communications / alerts.
— Analytics tools that will allow customer transactions to be analysed and smoothed / improved.
— Integration with other key SES Water solution such as the billing and customer management system.
— To form part of the solution suite that manages the various channels that SES Water customers use for contact (telephone, email, letter, digital, webchat).
— Through increased use of a digital solution and improved SESW Service Incentivised Mechanism (SIM) score which is monitored and regulated by Ofwat.
II.1.6)Information about lots
II.2.3)Place of performance
II.2.4)Description of the procurement:
The demographic of the majority of SES Water customers indicates that many of them would prefer to transact via a digital channel rather than via telephone or letter which are 2 of our most common customer channels. The opportunity is to meet that demand by building a wide range of customer self-serve transactions and journeys that will remove the need for telephone contact, speed up transactions and increase customer satisfaction (research has shown that digital transactions consistently score higher in customer satisfaction terms than other channels).
The procurement process will be in two stages (1) PQQ for shortlisting to (2) ITT.
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Option to renew for two years.
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.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
Tenderers will not be eligible unless submitted by persons or entities based or registered in a member state of the EU.
III.1.2)Economic and financial standing
Tenderers will need to initially complete the PQQ before being shortlisted to receive the ITT.
III.1.3)Technical and professional ability
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.3)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:
Section VI: Complementary information
VI.1)Information about recurrence
VI.5)Date of dispatch of this notice: