Tender to Supply Customer Experience Contact Centre Platform

Tender to Supply Customer Experience Contact Centre Platform

The platform will support Thames Water to realise the ambition of becoming a leading digitalised organisation within the utility sector.

United Kingdom-Reading: Contact management software package

2020/S 129-318145

Contract notice – utilities


Legal Basis:

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Official name: Thames Water Utilities Ltd
Postal address: Procurement Support Centre — 3rd Floor East, C/O Mail Room, Rose Kiln Court
Town: Reading
NUTS code: UKJ11 Berkshire
Postal code: RG2 0BY
Country: United Kingdom
E-mail: procurement.support.centre@thameswater.co.uk
Internet address(es):Main address: www.thameswater.co.uk

I.2)Information about joint procurement


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


Section II: Object

II.1)Scope of the procurement


Customer Experience Contact Centre Platform

Reference number: FA1538

II.1.2)Main CPV code

48333000 Contact management software package

II.1.3)Type of contract


II.1.4)Short description:

We are conducting this procurement process because we?want to appoint the most suitable technology partner for the provision of a strategic customer contact centre platform.

The platform will support Thames Water to realise the ambition of becoming a leading digitalised organisation within the utility sector and provide the foundations for our key organisational strategy of digital channel shift within a wider customer experience management programme of work.

These ambitions are imperative for our organisation to provide first class customer engagement upon a modern, cost effective and reliable suite of cloud-based technologies that enables organisational agility.

II.1.5)Estimated total value

Value excluding VAT: 5 000 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)

48510000 Communication software package

II.2.3)Place of performance

Main site or place of performance:

Whole of Thames Water region.

II.2.4)Description of the procurement:

We are conducting this procurement process because we want to appoint the most suitable supplier for the provision of a Customer Experience (CX) Contact centre platform that will be awarded as a term contract.

The main drivers for this tender are to move forward and make fundamental changes and improvements in how Thames Water interacts with its customers.

The key goals are:

1) Realise the ambition of becoming a leading digitalised organisation within the utility sector.

This will be realised through:

• providing our customers with a differentiated ‘digital first’ experience across multiple channels and touchpoints;

• providing our agents with a solution that is intuitive with an optimisation of information presented to guide resolution of our customers concerns;

• providing our organisation with a capability to easily pivot channel strategies, messaging and resourcing to cater for large scale incidents;

• providing our digital support services with a platform that is stable, scalable and highly available;

• enabling future proofing through delivery of a platform that has a strong contact centre focused roadmap in a public cloud environment;

• providing our delivery and transformation function a capability of a blended model of delivery, through an agile methodology, alongside our chosen strategic delivery partners.

2) Enable our virtualised contact centre Cluster (multiple locations) with multiple specialised units to be rationalised into a journey based rather than functional contact Centre model

This will be enabled through:

• integration of the proposed platform with digitalised and data driven journeys, requiring a seamless link for our customers and agents to be able to interact at key customer and business moments through an optimal channel for both customer and business outcome;

• intelligent routing of interactions to both human and pseudo human operatives utilising a broad dimension of skills and capabilities to optimise the business outcome across multiple journeys at every touch point.

3) Delivering organisational agility and resilience in the case of a major incident which could be linked to one or more of political, environmental, socio-economic or technological factors.

This will be delivered through:

• a high availability service with geo and carrier resilience;

• capability to rapidly respond to external pressures through the provision of additional contact centre environments;

• ability to ‘burst’ licences and platform usage to handle unexpected peaks of activity;

• provision of a solution that enables distributed and remote working whilst providing a mechanism to maintain QoS from a customer perspective.

4) Providing value to our organisation, lowering overall cost to serve:

This will be provided through:

• utilisation of a platform with a subscription-based pricing model that includes defined levels of platform support;

• utilisation of a platform that utilises a concurrent rather than named user approach to licensing;

• removal of multiple contact centre and other associated solutions as a part of implementation of the proposed platform subject to this procurement activity.

As a result of this process we will:

• appoint our strategic technology partner in the space of customer channel and experience management;

• engage with our delivery partner framework and internal delivery and transformation resource to successfully deliver the chosen platform into our organisation (not in scope of this procurement).

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: 5 000 000.00 GBP

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

Duration in months: 120
This contract is subject to renewal: yes
Description of renewals:

Any agreement will be awarded for an initial duration of 5 years, with the option to extend up to a maximum of 10 years.

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

Envisaged number of candidates: 5

II.2.10)Information about variants

Variants will be accepted: yes

II.2.11)Information about options

Options: yes
Description of options:

Any agreement will be awarded for an initial duration of 3 years, with the option to extend up to a maximum of 8 years.

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 ITN document.

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.2.2)Contract performance conditions:

As detailed in the ITN.

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

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: 20/07/2020
Local time: 09:00
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

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.

Note that your client may be Thames Water Utilities Limited or another company within the Kemble Water group structure.

VI.4)Procedures for review

VI.4.1)Review body

Official name: Thames Water Utilities Ltd
Town: Reading
Country: 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

Official name: Thames Water Utilities Ltd
Town: Reading
Country: United Kingdom

VI.5)Date of dispatch of this notice: