Digital Supplier Appointment – Thames Water

Digital Supplier Appointment – Thames Water

Thames Water are looking for a supplier to deliver a better digital customer experience through restructure and redesign and re-design.

United Kingdom-Reading: Internet development services

2017/S 193-396888

Contract notice – utilities


Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Thames Water Utilities Limited
Procurement Support Centre – 3rd Floor East, C/O Mail Room, Rose Kiln Court
United Kingdom
NUTS code: UKJ11
Internet address(es):Main address:

I.2)Joint procurement


Access to the procurement documents is restricted. Further information can be obtained at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:

I.6)Main activity


Section II: Object

II.1)Scope of the procurement


Digital Supplier Appointment.

Reference number: FA1378

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Thames Water are looking for a supplier to deliver a better digital customer experience through restructure and redesign and re-design, improved functionality in journeys, design, experience and promote channel shift and meet SIM targets and cost to serve. This supplier will need to cover strategy IA, UX and creative skills. The service provider will create our ‘to be’ vision for our site and have a deep understanding of Sitecore to be able to specify build requirements and in some cases build. A site re-structure/design is needed to:

— Express and bring to life the TW brand and TOV in a digital environment such that we promote engagement and work towards our brand aspiration;

— Audit and rationalize existing content based on usage, relevance, topic and format and revised architecture;

— Create more flexible templates to reflect our brand and enable engaging and rich content and journeys to be created;

— Create UX common principles that simplify journeys (including accessibility).

II.1.5)Estimated total value

Value excluding VAT: 500 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UKI
NUTS code: UKJ
Main site or place of performance:

Whole of Thames Water region.

II.2.4)Description of the procurement:


The focus of this brief is on four specific areas:

— Structure: (To be architecture);

— Web look and feel: (Digital expression of TW Brand, injecting a refreshingly clear approach to everything);

— Content: following an audit/review (internally delivered) create guidelines and templates for content presentation and development;

— UX: Create common principles that can be implemented in customer journeys.

Structure Information Architecture

— Review the “as is” structure and propose a “to be’ architecture including new page structure, SEO, nomenclature, taxonomy.

Look and feel:

— Review of the current look and feel and refresh such that the TW brand is dramatized and expressed in a digital environment and reflects our refreshingly clear brand;

— Develop revised home page structure templates and layout including sub-page template designs to allow for more flexible presentation of content, mix of graphics and photographic, style and imagery;

— future technology developments to be presented e.g. social contact, Webchat, Rant and Rave.


— Establish common principles in a UX strategy based on best practice to reduce effort, simplification, elimination of ‘looping’ and excessive clicks that can be implemented across customer journeys and drive self-serve, channel shift and deflect contact;

— Review user experience based on user insight and statistics for priority journeys and campaigns.


— Review content — audit and undertake analysis and proposal on keep/repurpose/retire/create

— Create a blueprint for content creation including guidelines for on going digital content development including style guide, photography, video, SEO optimisation, tov and seasonal variations;

— Embed our brand “story” to convey and copy deck to convey the emotional value of water and the precious nature of water (and Thames) in everyday life, work and play and in the longer term;

— Establish common principles and presentation for key journeys content.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 500 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:

Thames Water envisages that the contract will be awarded for an initial term of 3 years with options to extend up to a maximum duration of 5 years.

II.2.9)Information about the limits on the number of candidates to be invited

Envisaged number of candidates: 6

II.2.10)Information about variants

Variants will be accepted: yes

II.2.11)Information about options

Options: yes
Description of options:

Thames Water envisages that the contract will be awarded for an initial term of 3 years with options to extend up to a maximum duration of 5 years.

II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

As detailed in the PQQ Documentation.

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents

III.1.4)Objective rules and criteria for participation

List and brief description of rules and criteria:

As detailed in the PQQ Documentation.

III.1.5)Information about reserved contracts

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.

III.2)Conditions related to the contract
III.2.1)Information about a particular profession

III.2.2)Contract performance conditions:

As detailed in the ITN.

III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Negotiated procedure with prior call for competition

IV.1.3)Information about a framework agreement or a dynamic purchasing system

The procurement involves the establishment of a framework agreement
Framework agreement with a single operator

IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 20/10/2017
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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

Duration in months: 9 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published:

Between 3-5 years.

VI.2)Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used

VI.3)Additional information:

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

VI.4)Procedures for review

VI.4.1)Review body

Thames Water Utilities Limited
United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

Thames Water Utilities Limited 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:



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