Customer Services Call Centre
Customer Services Call Centre, Billing and Debt Management Services Contract. Includes Document Management.
UK-Belfast: customer services
Periodic indicative notice – utilities
This notice is a call for competition: no
This notice aims at reducing time-limits for receipt of tenders: no
Section I: Contracting entity
Northern Ireland Water
Westland House, Old Westland Road
For the attention of: Lewis Murray
BT14 6TE Belfast
Telephone: +44 8457440088
General address of the contracting entity: www.niwater.com
Address of the buyer profile: https://e-sourcingni.bravosolution.co.uk/web/login.shtml
Further information can be obtained from: The above mentioned contact point(s)
Section II: Object of the contract
Service category No 11: Management consulting services  and related services
1) Operational Services.
a. Contact Handling Service – fully manned operational call centre.
b. Business Policies and Procedures, Process and Workflow Management.
c. CRM Services and Systems.
d. Customer Analytics.
e. Key Account Management.
f. Customer Complaint Handling and Support.
g. Case Management.
h. Document Management.
i. Business Support Services and Management Administration.
2) Billing and Debt Management Services.
a. Billing and Debt Management Team – fully manned.
b. Billing Policies and Procedures, Process and Workflow Management.
c. Billing System and Related Services.
d. Operational Field Equipment – Meter Reading Systems and Hardware.
e. Operational Field Team.
f. Bill Print Generation, Production and Distribution Services.
g. Payment Processing, Refunds, and Customer Statements.
h. Disconnection and Reconnection Process Management.
i. Management of Outside Collection Agencies and Litigation.
j. Business Support Services and Management Administration.
79342300, 75112000, 79400000, 79342310, 38421100, 79512000, 48444100, 79000000, 79211000, 48445000, 72000000
Section VI: Complementary information
VI.4)Date of dispatch of this notice:7.9.2012