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
Services
Directive 2014/25/EU
Section I: Contracting entity
I.1)Name and addresses
Severn Trent Centre, 2 St John’s Street
Coventry
CV1 2LZ
United Kingdom
Telephone: +44 2477715000
E-mail: Sarah.Griffiths-Jones@severntrent.co.uk
NUTS code: UK
I.1)Name and addresses
Wrexham
United Kingdom
E-mail: Sarah.Griffiths-Jones@severntrent.co.uk
NUTS code: UK
I.2)Information about joint procurement
I.3)Communication
I.6)Main activity
Section II: Object
II.1.1)Title:
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.1.6)Information about lots
II.2.3)Place of performance
UKG1, UKG2, UKG3.
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
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
4 x 12-month renewals.
II.2.9)Information about the limits on the number of candidates to be invited
Refer to the tender documents.
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.4)Objective rules and criteria for participation
As stated in the documents.
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.2.2)Contract performance conditions:
As stated in the procurement documents.
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
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
Section VI: Complementary information
VI.1)Information about recurrence
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.4.1)Review body
VI.4.3)Review procedure
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.5)Date of dispatch of this notice: