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Tender for Customer Services Solution
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Tender for Customer Services Solution

Sunday, 30 June 2019, 7:51

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

Legal Basis:

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Wales and West Utilities Ltd
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
Internet address(es):Main address: www.wwutilities.co.uk

I.2)Information about joint procurement

I.3)Communication

Access to the procurement documents is restricted. Further information can be obtained at: https://www.wwutilities.co.uk/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address

I.6)Main activity

Production, transport and distribution of gas and heat

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Provision of Customer Services Solution

II.1.2)Main CPV code

48445000

II.1.3)Type of contract

Supplies

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.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:

II.2.2)Additional CPV code(s)

48445000
72212445

II.2.3)Place of performance

NUTS code: UK

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

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

Start: 01/11/2019
End: 31/10/2022
This contract is subject to renewal: yes
Description of renewals:

Further detail will be provided in the procurement documents.

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:

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

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
III.1.5)Information about reserved contracts
III.1.6)Deposits and guarantees required:
III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.8)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.2)Conditions related to the contract
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

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
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: 26/07/2019
Local time: 10:00
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:

English
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:

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)Procedures for review

VI.4.1)Review body

Wales & West Utilities Ltd
Newport
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:

25/06/2019