Notice Information
Notice Title
Business Process Outsourcing Customer Services
Notice 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
Lot Information
Digital Led Customer Contact
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.
Options: 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.
Renewal: 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.
Transactional Back Office and Contingency VoiceThames 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.
Options: 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.
Renewal: 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.
Post Room ServicesThames 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.
Options: 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.
Renewal: 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
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-032d02
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/005736-2023
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Negotiated procedure with prior call for competition
- Tender Suitability
- Not specified
- Awardee Scale
- Large, SME
Common Procurement Vocabulary (CPV)
- CPV Divisions
64 - Postal and telecommunications services
72 - IT services: consulting, software development, Internet and support
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
64110000 - Postal services
64216100 - Electronic message services
72253000 - Helpdesk and support services
79342300 - Customer services
79342320 - Customer-care services
79900000 - Miscellaneous business and business-related services
Notice Value(s)
- Tender Value
- £63,000,000 £10M-£100M
- Lots Value
- £63,000,000 £10M-£100M
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 27 Feb 20233 years ago
- Submission Deadline
- 3 May 2022Expired
- Future Notice Date
- Not specified
- Award Date
- 30 Jan 20233 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Between 5 and 8 years.
Notice Status
- Tender Status
- Complete
- Lots Status
- Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- THAMES WATER UTILITIES LIMITED
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- READING
- Postcode
- RG1 8DB
- Postcode Area
- Reading
- Country
- England
-
- Major Region (ITL 1)
- TLJ South East (England)
- Basic Region (ITL 2)
- TLJ1 Berkshire, Buckinghamshire and Oxfordshire
- Small Region (ITL 3)
- TLJ16 Berkshire West
- Delivery Location
- TLI London, TLJ South East (England)
-
- Local Authority
- Reading
- Electoral Ward
- Thames
- Westminster Constituency
- Reading Central
Further Information
Open Contracting Data Standard (OCDS)
The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.