Customer Services Call Centre

Customer Services Call Centre

Customer Services Call Centre, Billing and Debt Management Services Contract. Includes Document Management.

UK-Belfast: customer services

2012/S 174-287751

Periodic indicative notice – utilities

Services

Directive 2004/17/EC
This notice is a call for competition: no
This notice aims at reducing time-limits for receipt of tenders: no

Section I: Contracting entity

I.1)Name, addresses and contact point(s)

Northern Ireland Water
Westland House, Old Westland Road
For the attention of: Lewis Murray
BT14 6TE Belfast
UNITED KINGDOM
Telephone: +44 8457440088
E-mail: lewis.murray@niwater.com

Internet address(es):

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)

I.2)Main activity

Water

Section II: Object of the contract

II.1)Title attributed to the contract by the contracting entity:

Customer Services Call Centre, Billing and Debt Management Services Contract.
II.2)Type of contract

Services
Service category No 11: Management consulting services [6] and related services
II.3)Short description of the contract or purchase(s):

The Applicant will provide business management and support services to NI Water as the client in the following areas:
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.
II.4)Common procurement vocabulary (CPV)

79342300, 75112000, 79400000, 79342310, 38421100, 79512000, 48444100, 79000000, 79211000, 48445000, 72000000

II.5)Scheduled date for start of award procedures and duration of the contract

Duration in months: 120 (from the award of the contract)
II.6)Estimated cost and main terms of financing
II.6.1)Initial estimated cost

Estimated value excluding VAT: 100 000 000 GBP
II.6.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
II.7)Information about Government Procurement Agreement (GPA)
II.8)Additional information:

It is envisaged that the contract will be awarded on the basis of an initial 6 year period (72 months) with the option to extend up to a further 48 months (24 months + 24 months).

Section VI: Complementary information

VI.1)Information about European Union funds
VI.2)Additional information:
VI.3)Estimated total value of supplies or services contract(s)

VI.4)Date of dispatch of this notice:7.9.2012