Tender to Supply Customer Experience Platform

Tender to Supply Customer Experience Platform

Anglian Water is looking procure licences (and associated support) for a comprehensive Customer Experience Platform.

United Kingdom-Huntingdon: Software package and information systems

2019/S 147-362994

Contract notice – utilities


Legal Basis:

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Anglian Water Services Ltd
Lancaster House, Lancaster Way, Ermine Business Park
PE29 6XU
United Kingdom
Contact person: Ali Gaskell
Telephone: +44 7540120456
E-mail: agaskell@anglianwater.co.uk
NUTS code: UKH
Internet address(es):Main address: www.anglianwater.co.uk

I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at: https://esourcing.scanmarket.com/SupplierRegistration/NewSupplier?eventId=323528&ccsum=670171c6c7726b55dd3fcf7902480463
Additional information can be obtained from the abovementioned address

I.6)Main activity


Section II: Object

II.1)Scope of the procurement


Customer Experience Platform

Reference number: 2018 0391

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Anglian Water wishes to procure licences and maintenance for a Customer Experience Platform. The full scope of the tender can be found on our e-sourcing platform.

II.1.5)Estimated total value

Value excluding VAT: 15 000 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

Anglian Water is looking procure licences (and associated support) for a comprehensive Customer Experience Platform. This will provide Anglian Water with the ability to deliver a leading customer experience based upon the capabilities within the platform. There will be a number of systems that the platform must integrate to as part of the existing Anglian Water Information Services (IS) landscape, including an existing ERP system (SAP). As there is an existing Anglian Water IS Delivery Alliance in place (comprising Capgemini, Atos and Cognizant), we are not procuring a contract for an implementation partner. The successful bidder will be expected to work alongside our IS Delivery Alliance partners to implement and launch the new system.The Customer Experience platform will be an integrated collection of technologies, tools and capabilities for the purpose of delivering a wide variety of services and business processes across channels (web, mobile, telephony, mail, face-to-face, etc.) with a more rapid execution than possible with traditional approaches, to create a personalised relationship with customers.

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: 15 000 000.00 GBP

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

Duration in months: 72
This contract is subject to renewal: yes
Description of renewals:

The initial term of the contract will be 6 years, both parties can agree further extensions of up to 4 years making the total term of the contract 10 years.

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
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
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.2.1)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.1.1)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: 30/08/2019
Local time: 23:00
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
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:
VI.4)Procedures for review

VI.4.1)Review body

Anglian Water Services Ltd
PE29 6XU
United Kingdom
Telephone: +44 7540120756
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: