Tender for Customer Services Solution
The strategic approach will redesign and simplify our business processes, adopt industry best practices and ways of working.
United Kingdom-Newport: Customer Relation Management software package
2019/S 123-301517
Contract notice – utilities
Supplies
Directive 2014/25/EU
Section I: Contracting entity
I.1)Name and addresses
5046791
Wales & West House, Spooner Close, Celtic Springs, Coedkernew
Newport
NP10 8FZ
United Kingdom
Contact person: Gemma Deverill
Telephone: +44 2920278952
E-mail: gemma.deverill@wwutilites.co.uk
NUTS code: UKL21
I.3)Communication
I.6)Main activity
Section II: Object
II.1.1)Title:
Provision of Customer Services Solution
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:
Wales & West Utilities (WWU) have embarked on a significant business change agenda, redesigning the way our organisation operates. Replacing much of our legacy application and end of life estate. The strategic approach will redesign and simplify our business processes, adopt industry best practices and ways of working.
A SAP landscape will be the “back bone” utilising standard system processes to support as much business activity as possible.
WWU’s Customer Relationship Management (SAP CRM v7) is being decommissioned as part of our Business Change programme. The current CRM is predominantly used to deliver customer requested (Connections) Services, but is also used to support the Customer Contact centre in managing enquiries and customer complaints. WWU is regulated by Ofgem and a large number of our interactions with customers and measured to meet GSOP targets (Guaranteed Standards of Performance).
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
II.2.4)Description of the procurement:
Wales & West Utilities (WWU) have embarked on a significant business change agenda, redesigning the way our organisation operates. Replacing much of our legacy application and end of life estate. The strategic approach will redesign and simplify our business processes, adopt industry best practices and ways of working. A SAP landscape will be the “back bone” utilising standard system processes to support as much business activity as possible.
WWU’s Customer Relationship Management (SAP CRM v7) is being decommissioned as part of our Business Change programme. The current CRM is predominantly used to deliver customer requested (Connections) Services, but is also used to support the Customer Contact centre in managing enquiries and Customer complaints. WWU is regulated by Ofgem and a large number of our interactions with customers and measured to meet GSOP targets (Guaranteed Standards of Performance).
WWU would like to have a system of record bringing together all customer interactions across the business.
II.2.5)Award criteria
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Further detail will be provided in the procurement 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.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
If applicable, details will be within the PQQ/ITT documentation.
Please note that the tender will be run via our procurement portal Bravo which requires suppliers to be registered to participate and failure to register will result in the supplier not being able to participate in the sourcing event.
Pre-qualification/tender documents will be accessed via an electronic sourcing portal and an email will be sent containing the link to the system.
Please note that the tender is running in tandem with the OJEU notice and will close on Friday 26th July.
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
Section IV: Procedure
IV.1.1)Type of procedure
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:
Section VI: Complementary information
VI.1)Information about recurrence
VI.3)Additional information:
Applicants willing to participate must request access to the pre-qualification/tender documents by emailing Gemma.Deverill@wwutiltiies.co.uk before the deadline 26.7.2019, 10:00 am.
Please include the following information on your email:
1) Full company name;
2) Main contact details (name, job title, email address and telephone numbers).
Please note that the tender will be run via our procurement portal Bravo which requires suppliers to be registered to participate and failure to register will result in the supplier not being able to participate in the sourcing event.
Pre-qualification/tender documents will be accessed via an electronic sourcing portal and an email will be sent containing the link to the system.
Please note that the tender is running in tandem with the OJEU notice and will close on Friday 26th July, 10:00 am.
VI.4.1)Review body
Newport
United Kingdom
VI.5)Date of dispatch of this notice: