Call Centre Refresh Yorkshire Water
Yorkshire Water Services (YWS) require software, hardware and consultancy services for a Contact Centre Suite Refresh (Aspect, IVR and other system replacements). The provider will propose the Contact Centre Suite Refresh software and hardware design, deploy, test the solution, alongside YWS resources, training, and provide ongoing licences, support and maintenance.
UK-Bradford: communications infrastructure
Contract notice – utilities
Section I: Contracting entity
Yorkshire Water Services Limited
Western House, Halifax Rd
For the attention of: Joanne Robinson
Telephone: +44 1274692087
Further information can be obtained from: In tend e procurement Solutions
Moorgate Crofts Business Centre
Contact point(s): https://in-tendhost.co.uk/yorkshirewater
S60 2DH Rotherham
Internet address: https://in-tendhost.co.uk/yorkshirewater
Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: In tend e procurement Solutions
Tenders or requests to participate must be sent to: In Tend e procurement solutions
Section II: Object of the contract
NUTS code UKE
Duration of the framework agreement
Duration in years: 5
Estimated total value of purchases for the entire duration of the framework agreement
Estimated value excluding VAT: 450 000 000 GBP
This refresh will incorporate the following existing systems.
Contact Centre Call Handling (Aspect).
Interactive voice recording (IVR).
Call recording and call coaching (reporting tool and statutory requirement).
CTI interface- cross system communication.
Workforce management and reporting tool for people management.
MI- Management information interfaces with SAP objects and SAP business Warehouse.
Number of possible renewals:
Range: between 1 and 5
Section III: Legal, economic, financial and technical information
Section IV: Procedure
Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
Payable documents: no
Persons authorised to be present at the opening of tenders: yes
Supply Chain Manager and Buyer.
Section VI: Complementary information
YWS require software, hardware and consultancy services for a Contact Centre Suite Refresh (Aspect, IVR and other system replacements). The successful Bidder will propose the Contact Centre Suite Refresh software and hardware design, deploy, test the solution, alongside YWS resources, training, and provide ongoing licences, support and maintenance.
The Documents are posted on YWSs Intend Portal which will give Bidders early sight of relevant information to allow Bidders to confirm interest in the procurement process. Bidders particular attention is drawn to.
Qualification Instructions to Bidders Part 1.
Contact Centre refresh Appendix A (QQ).
More specific information relating to future stages of the procurement process will be provided at a later date.
In order to express an interest in this project and receive access to the qualification questionnaire you will be required to register on the IN tend web site which will be used as a portal for the tender documents, If you have any trouble registering on the portal please contact me via email firstname.lastname@example.org alternatively Nicola.email@example.com.
The following URL links to the location of the in-tend supplier web site.
In tend portal terms and conditions.
Data room terms.
Yorkshire Water Services.
Yorkshire Water Services Limited (YWS) has provided an online data room portal (the Data Room) which will be populated with documents relating to the YWS tender process designed to appoint contractors to the YWS Water Call Centre refresh (the tender). If you wish to view the documents within the data room, or wish to communicate with YWS through the data room you must do so in accordance with these terms and conditions. If you do not agree to these terms and conditions please do not use the data room. Any use of the data room by you will be on this basis.
All users will require Microsoft Internet Explorer Version 7 or above together with Microsofts current recommended service packs and updates.
You will not use the Data Room for any purpose that is unlawful or prohibited by the Terms of Service. You shall not make copies or part copies of the Data Room or the software used therein, nor shall you reverse engineer the interface. For the avoidance of doubt you may make copies of the documentation within the Data Room provided such copies are used solely for the purpose of the Tender.
No part of the site may be reproduced in any form electronically or otherwise. The electronic tender data is the property of YWS and you may only use this information for the purpose of the Tender. No other rights in the information are granted by YWS making the information available to you. YWS does not warrant the accuracy or completeness of any information provided in the Data Room.
All users will treat as strictly confidential all information contained within the documentation, or in the software or user manual that relates to the Data Room. You (or your company) shall indemnify the Data Room provider and YWS against any loss or damage that may result from a failure to respect such confidentiality.
All users will effect and maintain adequate security measures to safeguard any private username and password for the Data Room from theft or unauthorised access. Users will not share, transfer or permit any other company or individual to use their username and/or password.
The Data Room may contain hyperlinks to web sites operated by third parties. YWS does not control such web sites and are not responsible for their contents.
I Hereby agree to abide by the terms above in consideration of YWS granting me the right to use the data room for the purpose of the tender.
Signature of user print name.
On behalf of (bidder).
VI.5)Date of dispatch of this notice:30.5.2012