Tender for Back Office Process Outsourcing

Tender for Back Office Process Outsourcing

The current activity levels are circa 2 000 000 transactions per annum.

United Kingdom-Coventry: Office-support services

2019/S 084-202515

Contract notice – utilities


Legal Basis:

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Severn Trent Water Limited
Severn Trent Centre, 2 St John’s Street
United Kingdom
Telephone: +44 2477715000
E-mail: Sarah.Griffiths-Jones@severntrent.co.uk
NUTS code: UK
Internet address(es):Main address: www.stwater.co.uk

I.1)Name and addresses

Hafren Dyfrdwy Cyfyngedig
United Kingdom
E-mail: Sarah.Griffiths-Jones@severntrent.co.uk
NUTS code: UK
Internet address(es):Main address: www.hdcymru.co.uk

I.2)Information about joint procurement

The contract involves joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at: https://severntrent.bravosolution.co.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://severntrent.bravosolution.co.uk
Tenders or requests to participate must be submitted to the abovementioned address

I.6)Main activity


Section II: Object

II.1)Scope of the procurement


Back Office Process Outsourcing

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

The Utilities outsource some non-voice back office processing activities. These processing activities are to be undertaken on the Client’s IT systems.

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: UK
Main site or place of performance:


II.2.4)Description of the procurement:

The Utilities wish to appoint a provider to process defined work activities. The current activity levels are circa 2 000 000 transactions per annum. The suppliers’ flexibility to increase/decrease this volume throughout the contract term in line with business requirements is essential.

The work types covered include:

1) Post routing — this is where incoming scanned documents are allocated into correct work-streams;

2) Billing enquiries — including but not limited to customers’ moving house, payment plans, financial adjustments;

3) Credit management — including but not limited to insolvency, county court claims, vulnerable customers and

4) Metering — including but not limited to new account creation, meter installations, meter exchanges.

The requirements will evolve in line with technology, notably RPA (Robotic Process Automation) and the use of web-chat services. The Utilities wish to appoint a vendor with in-depth experience of process automation and that is familiar with the operation of web chat services and social media management.

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: 3 000 000.00 GBP

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

Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:

4 x 12-month renewals.

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

Maximum number: 5
Objective criteria for choosing the limited number of candidates:

Refer to the tender documents.

II.2.10)Information about variants

Variants will be accepted: yes

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

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 stated in the documents.

III.1.5)Information about reserved contracts

III.1.6)Deposits and guarantees required:

As stated in the procurement documents.

III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Not applicable.

III.1.8)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

As stated in the procurement documents.

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

III.2.2)Contract performance conditions:

As stated in the procurement documents.

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
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: 31/05/2019
Local time: 15:00
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: 12 (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: no
VI.2)Information about electronic workflows

VI.3)Additional information:

Applicants should refer to the instructions to participants for the timetable for responding to the pre-qualification questionnaire. There is no guarantee that a candidate will be invited to tender.

The Utilities are not bound to enter into agreements with any party.

There is no contractual right (express or implied) which arises from this notice or the procurement process.

The Utilities may terminate the procurement process at any time.

Response to this notice, the submission of a response to the PQQ, submission of tenders and/or participation in the procurement process is at the candidates own cost and expense.

There is no guarantee of volume or exclusivity under any lot.

VI.4)Procedures for review

VI.4.1)Review body

Severn Trent Water
United Kingdom
E-mail: sarah.griffiths-jones@severntrent.co.uk
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

Precise information on deadline(s) for review procedures:

The Utilities will incorporate a 10 calendar day standstill period in accordance with the Utilities Contracts Regulations 2016. The Utilities Contracts Regulations 2016 provide for aggrieved parties who have been harmed or at risk of harm to take action in the High Court of England and Wales.

VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice: