Notice Information
Notice Title
Modern Contact Centre Market Engagement
Notice Description
Anglian Water Services Ltd ("Anglian Water") is currently reviewing options for the future delivery of a Modern Contact Centre (MCC). Anglian Water is looking to procure a Contact Centre as a Service solution to replace the current on-prem contact centre telephony platform. The Contact Centre solution should have the capability of providing a personalised experience to customers by executing inbound, as well as outbound, communication across a variety of channels. In order to understand the contracting models available for this delivery we have decided to undertake Pre-Market Engagement. We are inviting parties who may have an interest in Modern Contact Centres to complete the questionnaire linked to this event in order to give Anglian Water a better understanding of the feasibility of our requirements and to gain insight to the market possibilities. Anglian Water are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre. Our Contact Centre serves as the primary hub for incoming and outgoing communications between our company and customers, and is currently spread across multiple physical locations, including Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. Over 400 agents are responsible for handling a wide range of customer inquiries and issues related to billing, home moves, and operational matters. The current technology landscape is complex and difficult to navigate, resulting in a lack of actionable insights and operational management. We want to reduce our support costs, simplify our systems, and create an easy-to-use platform that can easily adapt to new channels as they emerge. Our aim is to provide a digital-first customer experience, and we are looking to transform our traditional voice channels into modern digital channels. While we understand that some customers will still prefer voice-based interactions, we aim to increase the proportion of digital interactions, making it easy for customers to interact with us through various digital channels, including self-serve, social media, and two-way messaging platforms such as WhatsApp and Facebook Messenger. As a result, we are inviting parties who may have an interest in Modern Contact Centres to complete the event in order to give Anglian Water a better understanding of the feasibility of our requirements and to gain insight to the market possibilities. We are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre.
Lot Information
Lot 1
Please refer to the Market Engagement Document on scanmarket.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-03a2a0
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/003368-2023
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Goods
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
64 - Postal and telecommunications services
-
- CPV Codes
48500000 - Communication and multimedia software package
64210000 - Telephone and data transmission services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 3 Feb 20233 years ago
- Submission Deadline
- 1 Mar 2023Expired
- Future Notice Date
- 2 Apr 2023Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planned
- Lots Status
- Planned
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- ANGLIAN WATER SERVICES LIMITED
- Contact Name
- Rebecca Longman
- Contact Email
- rlongman@anglianwater.co.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- HUNTINGDON
- Postcode
- PE29 6XU
- Post Town
- Peterborough
- Country
- England
-
- Major Region (ITL 1)
- TLH East (England)
- Basic Region (ITL 2)
- TLH4 Cambridgeshire and Peterborough
- Small Region (ITL 3)
- TLH42 Cambridgeshire CC
- Delivery Location
- TLH East (England)
-
- Local Authority
- Huntingdonshire
- Electoral Ward
- Huntingdon North
- Westminster Constituency
- Huntingdon
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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.
{
"tag": [
"compiled"
],
"id": "ocds-h6vhtk-03a2a0-2023-02-03T10:22:42Z",
"date": "2023-02-03T10:22:42Z",
"ocid": "ocds-h6vhtk-03a2a0",
"initiationType": "tender",
"tender": {
"id": "PA 2022 0679",
"legalBasis": {
"id": "32014L0025",
"scheme": "CELEX"
},
"title": "Modern Contact Centre Market Engagement",
"status": "planned",
"classification": {
"scheme": "CPV",
"id": "48500000",
"description": "Communication and multimedia software package"
},
"mainProcurementCategory": "goods",
"description": "Anglian Water Services Ltd (\"Anglian Water\") is currently reviewing options for the future delivery of a Modern Contact Centre (MCC). Anglian Water is looking to procure a Contact Centre as a Service solution to replace the current on-prem contact centre telephony platform. The Contact Centre solution should have the capability of providing a personalised experience to customers by executing inbound, as well as outbound, communication across a variety of channels. In order to understand the contracting models available for this delivery we have decided to undertake Pre-Market Engagement. We are inviting parties who may have an interest in Modern Contact Centres to complete the questionnaire linked to this event in order to give Anglian Water a better understanding of the feasibility of our requirements and to gain insight to the market possibilities. Anglian Water are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre. Our Contact Centre serves as the primary hub for incoming and outgoing communications between our company and customers, and is currently spread across multiple physical locations, including Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. Over 400 agents are responsible for handling a wide range of customer inquiries and issues related to billing, home moves, and operational matters. The current technology landscape is complex and difficult to navigate, resulting in a lack of actionable insights and operational management. We want to reduce our support costs, simplify our systems, and create an easy-to-use platform that can easily adapt to new channels as they emerge. Our aim is to provide a digital-first customer experience, and we are looking to transform our traditional voice channels into modern digital channels. While we understand that some customers will still prefer voice-based interactions, we aim to increase the proportion of digital interactions, making it easy for customers to interact with us through various digital channels, including self-serve, social media, and two-way messaging platforms such as WhatsApp and Facebook Messenger. As a result, we are inviting parties who may have an interest in Modern Contact Centres to complete the event in order to give Anglian Water a better understanding of the feasibility of our requirements and to gain insight to the market possibilities. We are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre.",
"lots": [
{
"id": "1",
"description": "Please refer to the Market Engagement Document on scanmarket.",
"status": "planned"
}
],
"items": [
{
"id": "1",
"additionalClassifications": [
{
"scheme": "CPV",
"id": "64210000",
"description": "Telephone and data transmission services"
}
],
"deliveryAddresses": [
{
"region": "UKH"
}
],
"deliveryLocation": {
"description": "Our Contact Centre serves as the primary hub for incoming and outgoing communications between our company and customers, and is currently spread across multiple physical locations, including Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. Over 400 agents are responsible for handling a wide range of customer inquiries and issues related to billing, home moves, and operational matters."
},
"relatedLot": "1"
}
],
"communication": {
"futureNoticeDate": "2023-04-03T00:00:00+01:00"
},
"tenderPeriod": {
"endDate": "2023-03-01T16:00:00Z"
},
"submissionTerms": {
"languages": [
"en"
]
}
},
"parties": [
{
"id": "GB-COH-company number 2366656",
"name": "ANGLIAN WATER SERVICES LIMITED",
"identifier": {
"legalName": "ANGLIAN WATER SERVICES LIMITED",
"id": "company number 2366656",
"scheme": "GB-COH"
},
"address": {
"streetAddress": "Lancaster House Lancaster Way,Ermine Business Park",
"locality": "HUNTINGDON",
"region": "UKH12",
"postalCode": "PE296XU",
"countryName": "United Kingdom"
},
"contactPoint": {
"name": "Rebecca Longman",
"email": "rlongman@anglianwater.co.uk",
"url": "https://esourcing.scanmarket.com/SupplierRegistration/NewSupplier?eventId=558740&ccsum=68a3f6934ba491defa6ce658b2fb69a1"
},
"roles": [
"buyer"
],
"details": {
"url": "https://www.anglianwater.co.uk/",
"classifications": [
{
"scheme": "TED_CE_ACTIVITY",
"id": "WATER",
"description": "Water"
}
]
}
}
],
"buyer": {
"id": "GB-COH-company number 2366656",
"name": "ANGLIAN WATER SERVICES LIMITED"
},
"language": "en"
}