Business Process Outsourcing Customer Services

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-032d02-2023-02-27T16:09:50Z",
    "date": "2023-02-27T16:09:50Z",
    "ocid": "ocds-h6vhtk-032d02",
    "description": "**** Please note - this is a Contract Award Notice **** All suppliers who wish to respond to this notice must request a pre-qualification questionnaire (PQQ) by using the web link in Section I.3 (www.thameswater.co.uk/procurement). From your response to the link in Section I.3 or above, Thames Water's Procurement Support Centre will send you an email providing login details for our eSourcing system (i.e. IASTA Smartsource). To complete the PQQ you will need to login to IASTA Smartsource. If the project requires it, you will receive an additional and separate survey to complete for Data Protection. Note - The client may be Thames Water Utilities Limited or another company within the Kemble Water group structure.",
    "initiationType": "tender",
    "tender": {
        "id": "SA1536",
        "legalBasis": {
            "id": "32014L0025",
            "scheme": "CELEX"
        },
        "title": "Business Process Outsourcing Customer Services",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "79342300",
            "description": "Customer services"
        },
        "mainProcurementCategory": "services",
        "description": "Thames Water is seeking to award Services Agreements to multiple providers for the provision of customer services across three lots: Lot 1 - Digital led customer contact: delivering first tier contact on digital medium Lot 2 - Transactional Back Office and Contingency Voice: Transactional, Ticketing and Exceptions Processing Lot 3 - Post room services We are looking for partner(s) with proven expertise to play a core role in delivering Thames Water's customer experience vision through: Maintaining, improving and transforming services; Increasing customers choice in the way they interact with us; and, Increasing levels of automation. The selected bidders will be able to demonstrate how they would support Thames Water's customer service strategy and its outcomes. Bidders can apply for one or multiple lots. Thames Water may award more than one lot to a single bidder taking into account the evaluation of each individual lot; the tendered aggregate operational and commercial benefits to be obtained from the award of more than one lot; and, bidders stated preferences for award of lots at PQQ stage",
        "value": {
            "amount": 63000000,
            "currency": "GBP"
        },
        "lots": [
            {
                "id": "1",
                "title": "Digital Led Customer Contact",
                "description": "Thames Water is seeking a service provider for first tier customer contact through digitised media channels (including for but not limited to two-way messaging, web chat, social media). It is expected that bidders will bring solutions to deliver our strategic outcomes in achieving a customer centric service where transactional work is highly automated and consistently delivered with residual human work. Thames Water intends to award this lot to a single provider. Additional information: Thames Water will reserve the right to seek bidder confirmation of value to be derived from the award of more than one lot and apply this value to the evaluation process and to any contractual commitment on award. This will form part of the evaluation at ITN stage.",
                "value": {
                    "amount": 15000000,
                    "currency": "GBP"
                },
                "contractPeriod": {
                    "durationInDays": 2880
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "Thames Water envisages that the contract will be awarded for an initial term of 5 years with options to extend by any period up to a further 3 years, with a maximum contract duration of 8 years."
                },
                "secondStage": {
                    "minimumCandidates": 7,
                    "maximumCandidates": 7
                },
                "submissionTerms": {
                    "variantPolicy": "allowed"
                },
                "hasOptions": true,
                "options": {
                    "description": "Thames Water envisages that the contract will be awarded for an initial term of 5 years with options to extend by any period up to a further 3 years, with a maximum contract duration of 8 years. Any agreement may flex in volume over time and may include additional services and unforeseen services of a similar nature as demand and requirements change within the wider scope of the requirement."
                },
                "status": "cancelled"
            },
            {
                "id": "2",
                "title": "Transactional Back Office and Contingency Voice",
                "description": "Thames Water is seeking a service provider to take ownership of and deliver back office transactional services (such as but not limited to service desk, exception management, cash operations (invoicing), billing, metering and home move transactional services). It is expected the service provider will bring solutions to deliver against our strategic outcomes delivering a high-quality customer centric service where transactional work is highly automated and consistently delivered with residual human work. The services are predominantly non-voice, the requirement also includes for some provision of outbound telephony, and contingency voice; in times of planned or unplanned incidents or peaks when, Thames Water may call upon the provider to lend voice contact services. Thames Water intends to award this lot to a single provider. Additional information: Thames Water requires bidders to sign an unamended one-way non-disclosure agreement, prior to accessing the draft ITN content. Thames Water will reserve the right to seek bidder confirmation of value to be derived from the award of more than one lot and apply this value to the evaluation process and to any contractual commitment on award. This will form part of the evaluation at ITN stage.",
                "value": {
                    "amount": 45000000,
                    "currency": "GBP"
                },
                "contractPeriod": {
                    "durationInDays": 2880
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "Thames Water envisages that the contract will be awarded for an initial term of 5 years with options to extend by any period up to a further 3 years, with a maximum contract duration of 8 years."
                },
                "secondStage": {
                    "minimumCandidates": 7,
                    "maximumCandidates": 7
                },
                "submissionTerms": {
                    "variantPolicy": "allowed"
                },
                "hasOptions": true,
                "options": {
                    "description": "Thames Water envisages that the contract will be awarded for an initial term of 5 years with options to extend by any period up to a further 3 years, with a maximum contract duration of 8 years.. Any agreement may flex in volume over time and may include additional services unforeseen services of a similar nature as demand and requirements change within the wider scope of the requirement."
                },
                "status": "cancelled"
            },
            {
                "id": "3",
                "title": "Post Room Services",
                "description": "Thames Water is seeking a service provider to take ownership of and deliver our post room services and document handling centre. Thames Water is looking for the service provider to take on the service delivery and bring solutions to deliver against our strategic outcomes with a high-quality service; creating a cost optimised approach where services are increasingly automated and consistently delivered. Thames Water intends to award this lot to a single provider. Additional information: Thames Water requires bidders to sign an unamended one-way non-disclosure agreement, prior to accessing the draft ITN content. Thames Water will reserve the right to seek bidder confirmation of value to be derived from the award of more than one Lot and apply this value to the contract value on award. This will form part of the evaluation at ITN stage.",
                "value": {
                    "amount": 3000000,
                    "currency": "GBP"
                },
                "contractPeriod": {
                    "durationInDays": 2880
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "Thames Water envisages that the contract will be awarded for an initial term of 5 years with options to extend by any period up to a further 3 years, with a maximum contract duration of 8 years"
                },
                "secondStage": {
                    "minimumCandidates": 7,
                    "maximumCandidates": 7
                },
                "submissionTerms": {
                    "variantPolicy": "allowed"
                },
                "hasOptions": true,
                "options": {
                    "description": "Thames Water envisages that the contract will be awarded for an initial term of 5 years with options to extend by any period up to a further 3 years, with a maximum contract duration of 8 years. Any agreement may flex in volume over time and may include additional services unforeseen services of a similar nature as demand and requirements change within the wider scope of the requirement."
                },
                "status": "cancelled"
            }
        ],
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "64216100",
                        "description": "Electronic message services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79342320",
                        "description": "Customer-care services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKI"
                    },
                    {
                        "region": "UKJ"
                    },
                    {
                        "region": "UKI"
                    },
                    {
                        "region": "UKJ"
                    }
                ],
                "deliveryLocation": {
                    "description": "The whole of the Thames Water region"
                },
                "relatedLot": "1"
            },
            {
                "id": "2",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "72253000",
                        "description": "Helpdesk and support services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79900000",
                        "description": "Miscellaneous business and business-related services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKI"
                    },
                    {
                        "region": "UKJ"
                    },
                    {
                        "region": "UKI"
                    },
                    {
                        "region": "UKJ"
                    }
                ],
                "deliveryLocation": {
                    "description": "The whole of the Thames Water region"
                },
                "relatedLot": "2"
            },
            {
                "id": "3",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "64110000",
                        "description": "Postal services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKI"
                    },
                    {
                        "region": "UKJ"
                    },
                    {
                        "region": "UKI"
                    },
                    {
                        "region": "UKJ"
                    }
                ],
                "deliveryLocation": {
                    "description": "Whole of the Thames Water region"
                },
                "relatedLot": "3"
            }
        ],
        "participationFees": [
            {
                "id": "1",
                "type": [
                    "document"
                ]
            }
        ],
        "submissionMethod": [
            "written"
        ],
        "selectionCriteria": {
            "criteria": [
                {
                    "type": "economic",
                    "description": "Selection criteria as stated in the procurement documents. NB - To pass this section at PQQ, bidders will need to demonstrate no tangible financial risk to this opportunity",
                    "appliesTo": [
                        "supplier"
                    ]
                },
                {
                    "type": "technical",
                    "description": "Selection criteria as stated in the procurement documents. PQQ bidders will need to demonstrate: - Expertise, experience and skillsets to deliver the services - Legislative and regulatory compliance - Absence of material conflict of interest - Compliance with Achilles Verify and commitment to Thames Waters (relevant) Health and Safety standards - Data protection and privacy & security compliance - Ability to service our operational hours and operate in English as a first language in the office environment",
                    "appliesTo": [
                        "supplier"
                    ]
                }
            ]
        },
        "otherRequirements": {
            "reductionCriteria": "As detailed in section VI.3 and PQQ."
        },
        "submissionTerms": {
            "depositsGuarantees": "Bonds and/or parent company guarantees of performance and financial standing may be required.",
            "languages": [
                "en"
            ],
            "bidValidityPeriod": {
                "durationInDays": 270
            }
        },
        "contractTerms": {
            "financialTerms": "Specified in Invitation to Negotiate Document.",
            "tendererLegalForm": "Consortia may be required to form a legal entity prior to award",
            "hasElectronicOrdering": true,
            "electronicInvoicingPolicy": "allowed",
            "hasElectronicPayment": true
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Negotiated procedure with prior call for competition",
        "tenderPeriod": {
            "endDate": "2022-05-03T10:00:00+01:00"
        },
        "hasRecurrence": true,
        "reviewDetails": "Thames Water Utilities Limited 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 (SI 2016 No 274) 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).",
        "recurrence": {
            "description": "Between 5 and 8 years."
        }
    },
    "parties": [
        {
            "id": "GB-FTS-12073",
            "name": "THAMES WATER UTILITIES LIMITED",
            "identifier": {
                "legalName": "THAMES WATER UTILITIES LIMITED"
            },
            "address": {
                "locality": "Reading",
                "region": "UKJ11",
                "postalCode": "RG1 8DB",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Thames Water",
                "email": "procurement.support.centre@thameswater.co.uk",
                "url": "https://www.thameswater.co.uk/about-us/our-suppliers/procurement"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.thameswater.co.uk/about-us/our-suppliers/procurement",
                "classifications": [
                    {
                        "scheme": "TED_CE_ACTIVITY",
                        "id": "WATER",
                        "description": "Water"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-21103",
            "name": "Thames Water Utilities Limited",
            "identifier": {
                "legalName": "Thames Water Utilities Limited"
            },
            "address": {
                "locality": "Reading",
                "postalCode": "RG1 8DB",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ]
        },
        {
            "id": "GB-COH-02366661",
            "name": "THAMES WATER UTILITIES LIMITED",
            "identifier": {
                "legalName": "THAMES WATER UTILITIES LIMITED",
                "id": "02366661",
                "scheme": "GB-COH"
            },
            "address": {
                "locality": "Reading",
                "region": "UKJ11",
                "postalCode": "RG18DB",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Thames Water",
                "email": "procurement.support.centre@thameswater.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.thameswater.co.uk",
                "classifications": [
                    {
                        "scheme": "TED_CE_ACTIVITY",
                        "id": "WATER",
                        "description": "Water"
                    }
                ]
            }
        },
        {
            "id": "GB-COH-11-41370",
            "name": "Tech Mahindra Limited",
            "identifier": {
                "legalName": "Tech Mahindra Limited",
                "id": "11-41370",
                "scheme": "GB-COH"
            },
            "address": {
                "locality": "Maharashtra",
                "region": "IN",
                "countryName": "India"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "large"
            }
        },
        {
            "id": "GB-COH-12-690-1029",
            "name": "EXL",
            "identifier": {
                "legalName": "EXL",
                "id": "12-690-1029",
                "scheme": "GB-COH"
            },
            "address": {
                "locality": "New York",
                "region": "US",
                "countryName": "United States"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "large"
            }
        },
        {
            "id": "GB-COH-4482213",
            "name": "Swiss Post Services Ltd",
            "identifier": {
                "legalName": "Swiss Post Services Ltd",
                "id": "4482213",
                "scheme": "GB-COH"
            },
            "address": {
                "locality": "Richmond",
                "region": "UKI",
                "countryName": "United Kingdom"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "sme"
            }
        },
        {
            "id": "GB-FTS-76264",
            "name": "Thames Water Utilities Limited",
            "identifier": {
                "legalName": "Thames Water Utilities Limited"
            },
            "address": {
                "locality": "Reading",
                "postalCode": "RG30 3L",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ]
        },
        {
            "id": "GB-FTS-67018",
            "name": "Thames Water Utilities Ltd Town",
            "identifier": {
                "legalName": "Thames Water Utilities Ltd Town"
            },
            "address": {
                "locality": "Reading",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewContactPoint"
            ]
        }
    ],
    "buyer": {
        "id": "GB-COH-02366661",
        "name": "THAMES WATER UTILITIES LIMITED"
    },
    "language": "en",
    "awards": [
        {
            "id": "005736-2023-1",
            "title": "Supply of Digital Led Customer Contact",
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-COH-11-41370",
                    "name": "Tech Mahindra Limited"
                }
            ]
        },
        {
            "id": "005736-2023-2",
            "title": "Supply of Transactional Back Office and Contingency Voice",
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-COH-12-690-1029",
                    "name": "EXL"
                }
            ]
        },
        {
            "id": "005736-2023-3",
            "title": "Supply of Postroom Services",
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-COH-4482213",
                    "name": "Swiss Post Services Ltd"
                }
            ]
        }
    ],
    "contracts": [
        {
            "id": "005736-2023-1",
            "awardID": "005736-2023-1",
            "title": "Supply of Digital Led Customer Contact",
            "status": "active",
            "dateSigned": "2023-01-30T00:00:00Z"
        },
        {
            "id": "005736-2023-2",
            "awardID": "005736-2023-2",
            "title": "Supply of Transactional Back Office and Contingency Voice",
            "status": "active",
            "dateSigned": "2023-01-30T00:00:00Z"
        },
        {
            "id": "005736-2023-3",
            "awardID": "005736-2023-3",
            "title": "Supply of Postroom Services",
            "status": "active",
            "dateSigned": "2023-01-30T00:00:00Z"
        }
    ]
}