Tender for NextGen Contact Centre
We are seeking to award a contract for replacement contact centre software that will allow us to serve customers over many channels.
United Kingdom-Reading: Communication software package
Contract notice – utilities
Section I: Contracting entity
I.1)Name and addresses
Procurement Support Centre — 3rd Floor East, C/O Mail Room, Rose Kiln Court
NUTS code: UKJ11
Section II: Object
NextGen Contact Centre
II.1.2)Main CPV code
II.1.3)Type of contract
Thames Water are undergoing a large change to the way we interact with our customers. A customer experience programme is running over the next 5 years to improve the communication with customers, moving away from a focus on traditional voice and email, and embracing a new omni-channel approach to customer communication. To facilitate this transition, we are seeking to award a contract for replacement contact centre software that will allow us to serve customers over many channels.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
Whole of the Thames Water region.
II.2.4)Description of the procurement:
Contract for replacement contact centre software, services and support.
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.9)Information about the limits on the number of candidates to be invited
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
As detailed in the PQQ
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.4)Objective rules and criteria for participation
As detailed in the PQQ documentation.
III.1.6)Deposits and guarantees required:
Bonds and/or parent company guarantees of performance and financial standing may be required.
III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
Specified in the invitation to negotiate.
III.1.8)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 award.
Section IV: Procedure
IV.1.1)Type of procedure
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
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)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
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about electronic workflows
All suppliers who wish to respond to this notice must request a Pre-Qualification Questionnaire (PQQ) by using the link in Section I.3 of this notice, i.e. https://www.thameswater.co.uk/procurement
Thames Water Utilities Ltd 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 2016 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.4.4)Service from which information about the review procedure may be obtained
VI.5)Date of dispatch of this notice: