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
Contract notice – utilities
Section I: Contracting entity
I.1)Name and addresses
Postal address: Procurement Support Centre — 3rd Floor East, C/O Mail Room, Rose Kiln Court
NUTS code: UKJ11 Berkshire
Postal code: RG2 0BY
Country: United Kingdom
Section II: Object
Customer Experience Contact Centre Platform
II.1.2)Main CPV code
II.1.3)Type of contract
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
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)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.2.7)Duration of the contract, framework agreement or dynamic purchasing system
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
II.2.10)Information about variants
II.2.11)Information about 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.2.13)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
As detailed in the PQQ
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.4)Objective rules and criteria for participation
As detailed in the PQQ documentation.
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.2.2)Contract performance conditions:
As detailed in the ITN.
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
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.2)Information about electronic workflows
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.
Country: United Kingdom
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
Country: United Kingdom
VI.5)Date of dispatch of this notice: