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NW2426 Customer Feedback Platform

NORTHUMBRIAN WATER GROUP LIMITED

This public procurement record has 1 release in its history.

Tender

23 Nov 2022 at 16:31

Tender Notice
Summary of the contracting process

The Northumbrian Water Group Limited has initiated a tender process for the NW2426 Customer Feedback Platform in the services category. The contract includes Northumbrian Water and Essex & Suffolk Water for a 3-year term starting from January 1, 2024. This procurement opportunity aims to implement a tool that allows proactive communication with customers via text and email, focusing on customer satisfaction and resolution. The deadline for expressions of interest is December 9, 2022, and the completed Pre-Qualification Questionnaire (PQQ) must be submitted by December 16, 2022 at 12 noon.

This tender offers business growth opportunities for companies providing customer survey services and customer-care services. Businesses with expertise in text analytics, sentiment analysis, and customer feedback solutions are well-suited to compete. The procurement method is selective, and the contract duration may extend for an additional 2 years after the initial 3-year term. Suppliers must meet specific suitability, economic, and technical selection criteria. Northumbrian Water Group Limited is the buying organisation overseeing this procurement process located in Durham, United Kingdom.

How relevant is this notice?

Notice Information

Notice Title

NW2426 Customer Feedback Platform

Notice Description

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues. This contract will cover both Northumbrian Water as well as Essex & Suffolk Water. This will be a 3-year contract with the option to extend for a further 2 years. Contract start date will be 1st January 2024.

Lot Information

Lot 1

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues. Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made. The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry. The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life. The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets. NWL are also looking for a proactive trend analysis function in the platform. SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWL will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWL will determine the timing of the surveys. The surveys will cover North and South customers of NWL, Northumbrian Water and Essex and Suffolk Water.

Options: After the initial 36 months, an optional 24 months extension will be available.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0387d7
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/033291-2022
Current Stage
Tender
All Stages
Tender

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
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79342310 - Customer survey services

79342311 - Customer satisfaction survey

79342320 - Customer-care services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
23 Nov 20223 years ago
Submission Deadline
9 Dec 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Active
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NORTHUMBRIAN WATER GROUP 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
DURHAM
Postcode
DH1 5FJ
Postcode Area
Durham
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC41 Durham
Delivery Location
TLC North East (England), TLH14 Suffolk CC, TLH3 Essex
Local Authority
County Durham
Electoral Ward
Framwellgate & Newton Hall
Westminster Constituency
City of Durham

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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.

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