Implement a Digital Content Management Solution

Implement a Digital Content Management Solution

The overall objective of this project is to implement a digital content management solution.

United Kingdom-Redhill: Programming services of packaged software products

2018/S 105-240030

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Sutton and East Surrey Water PLC trading as SES Water
United Kingdom
NUTS code: UKJ26
Internet address(es):Main address:

I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the following address:
Sutton and East Surrey Water PLC trading as SES Water
United Kingdom
NUTS code: UKJ26Internet address(es):Main address:

I.4)Type of the contracting authority

Other type: Water Utility Company

I.5)Main activity

Other activity: Water Supply

Section II: Object

II.1)Scope of the procurement


Digital Platform and Application Support

Reference number: RTP_10

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

The overall objective of this project is to implement a digital content management solution that enables the following:

— One platform that will hold both our existing website content and a range of customer transactions / journeys to enable customer self-serve.

— The ability to deliver targeted content to site users based on personalisation.

— The ability to drive outbound contact with customers via campaigns and targeted communications / alerts.

— Analytics tools that will allow customer transactions to be analysed and smoothed / improved.

— Integration with other key SES Water solution such as the billing and customer management system.

— To form part of the solution suite that manages the various channels that SES Water customers use for contact (telephone, email, letter, digital, webchat).

— Through increased use of a digital solution and improved SESW Service Incentivised Mechanism (SIM) score which is monitored and regulated by Ofwat.

II.1.5)Estimated total value

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: UKJ25

II.2.4)Description of the procurement:

The demographic of the majority of SES Water customers indicates that many of them would prefer to transact via a digital channel rather than via telephone or letter which are 2 of our most common customer channels. The opportunity is to meet that demand by building a wide range of customer self-serve transactions and journeys that will remove the need for telephone contact, speed up transactions and increase customer satisfaction (research has shown that digital transactions consistently score higher in customer satisfaction terms than other channels).

The procurement process will be in two stages (1) PQQ for shortlisting to (2) ITT.

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

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

Duration in months: 24
This contract is subject to renewal: yes
Description of renewals:

Option to renew for two years.

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

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
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:

Tenderers will not be eligible unless submitted by persons or entities based or registered in a member state of the EU.

III.1.2)Economic and financial standing

List and brief description of selection criteria:

Tenderers will need to initially complete the PQQ before being shortlisted to receive the ITT.

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Competitive procedure with negotiation
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.5)Information about negotiation
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: 04/07/2018
Local time: 12:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 23/07/2018

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
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Sutton and East Surrey Water Plc trading as SES Water
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice: