Business Process Outsourcing – Data Entry Services

Business Process Outsourcing – Data Entry Services

(1) Experienced in processes required to carry out back office administration on large volume customer accounts in a UK utilities/regulated environment.

United Kingdom-Coventry: Data entry services

2014/S 188-332763

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, 2 St John’s Street
For the attention of: Adrean Chavira
CV1 2LZ Coventry
UNITED KINGDOM
Telephone: +44 7834419627
E-mail: adrean.chavira@severntrent.co.uk

Internet address(es):

General address of the contracting entity: https://severntrent.bravosolution.co.uk. Please refer to section III.2.1 for further details.

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 care back office administration outsourcing.

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: Including but not limited to various locations within the Severn Trent area. This area stretches from the Humber Estuary to the Bristol Channel and from Mid Wales to the 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

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

Frequency and value of the contracts to be awarded: Two (2) years with two one (1) year extension options.

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

Business Process Outsourcing.
Key requirements are:
(1) Experienced in processes required to carry out back office administration on large volume customer accounts in a UK utilities/regulated environment.
(2) Capacity to provide a service requiring c. 140 FTE processing operatives.
(3) Experience of business process re-engineering to enable reduced outsourcing demand.

II.1.6)Common procurement vocabulary (CPV)

72312000, 79342300, 79571000, 72316000, 72312000, 79342320

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:

Severn Trent Water require a solution that is able to deliver a range of activities which may include, (but may not be limited to):
1 the performance of Customer Services back office processes.
2 credit management back office processes.
3 post processing.
4 customer account management.
5 payment processing.
6 arrears management.
7 data collection.
8 customer correspondence.
II.2.2)Information about options
II.2.3)Information about renewals
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:

Severn Trent Water reserves the right to call for a Parent Company Guarantee and/or bond.
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: Applicants may be required to complete a Pre-Qualification Questionnaire (PQQ) — access to this document will be available from the Severn Trent Water eSourcing portal (refer to section 1.1 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 Regulations 2006. Please ensure you are registered on the STW eSourcing portal and contact Adrean. Chavira via email atadrean.chavira@severntrent.co.uk to state your intention to participate to ensure you are sent a pre-qualification questionnaire. The PQQ will be issued in the week commencing October 13th. Please do not make enquiries before this date due to team availability.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: if applicable Information and formalities necessary for evaluating if the requirements are met.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: if applicable Information and formalities necessary for evaluating if the requirements are met.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

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: We reserve the right to use an electronic auction facility via our Bravo Tool.
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

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

27.10.2014 – 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
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:

25.9.2014