Tender for NextGen Contact Centre

We are seeking to award a contract for replacement contact centre software that will allow us to serve customers over many channels.

United Kingdom-Reading: Communication software package

2019/S 076-182008

Contract notice – utilities

Services

Legal Basis:

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Thames Water Utilities Ltd
Procurement Support Centre — 3rd Floor East, C/O Mail Room, Rose Kiln Court
Reading
RG2 0BY
United Kingdom
E-mail: procurement.support.centre@thameswater.co.uk
NUTS code: UKJ11

Internet address(es):Main address: www.thameswater.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.thameswater.co.uk/procurement

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be submitted electronically via: https://www.thameswater.co.uk/procurement

Tenders or requests to participate must be submitted to the abovementioned address

I.6)Main activity

Water

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

NextGen Contact Centre

Reference number: FA1424

II.1.2)Main CPV code

48510000

II.1.3)Type of contract

Services

II.1.4)Short description:

Thames Water are undergoing a large change to the way we interact with our customers. A customer experience programme is running over the next 5 years to improve the communication with customers, moving away from a focus on traditional voice and email, and embracing a new omni-channel approach to customer communication. To facilitate this transition, we are seeking to award a contract for replacement contact centre software that will allow us to serve customers over many channels.

II.1.5)Estimated total value

Value excluding VAT: 7 500 000.00 GBP

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)

48510000

II.2.3)Place of performance

NUTS code: UKI

NUTS code: UKJ

Main site or place of performance:

Whole of the Thames Water region.

II.2.4)Description of the procurement:

Contract for replacement contact centre software, services and support.

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: 7 500 000.00 GBP

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

Duration in months: 60

This contract is subject to renewal: no

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

Envisaged number of candidates: 10

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

List and brief description of conditions:

As detailed in the PQQ

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 detailed in the PQQ documentation.

III.1.5)Information about reserved contracts

III.1.6)Deposits and guarantees required:

Bonds and/or parent company guarantees of performance and financial standing may be required.

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

Specified in the invitation to negotiate.

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

Consortia may be required to form a legal entity prior to award.

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)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

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

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated

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: 30/04/2019

Local time: 12:00

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

Duration in months: 24 (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

Electronic ordering will be used

Electronic invoicing will be accepted

Electronic payment will be used

VI.3)Additional information:

All suppliers who wish to respond to this notice must request a Pre-Qualification Questionnaire (PQQ) by using the link in Section I.3 of this notice, i.e. https://www.thameswater.co.uk/procurement

VI.4)Procedures for review

VI.4.1)Review body

Thames Water Utilities Ltd
Reading
United Kingdom

VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

Thames Water Utilities Ltd will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into.

The Utilities Contracts Regulations 2016 provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).

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

Thames Water Utilities Ltd
Reading
United Kingdom

VI.5)Date of dispatch of this notice:

15/04/2019