Notice Information
Notice Title
Proactive communications and engineer arrival tracking service
Notice Description
We are looking for a supplier to provide automated communication to customers throughout their journey as well as engineer arrival tracking services for our connections customers. The service will be used to send auto notifications via SMS. email or other messaging service to: - * Confirm agreed appointment dates/times. * Send reminders of upcoming appointments at set intervals in advance of start date * Send instructions/updates at relevant touch points in the customer journey to include links to website and PDF documents * Provide live estimated time of arrival (ETA) tracking and location-triggered updates. * Have two-way communication so customers can chat with engineers * Collect real-time feedback from customers after work completion * Provide analytics on customer satisfaction and feedback * Be able to integrate with SAP ECC6 and CRM * Provide an online dashboard for monitoring by office-based staff We are looking for an off the shelf, market tested solution. We are not looking to develop a bespoke solution.
Planning Information
If you wish to participate in the pre market engagement, please email Rebecca.Crisp@wwutilities.co.uk expressing your interest. We will be speaking to a maximum of 4 suppliers, chosen on a first come first serves basis, and will be holding a 40 minute conversation (via Teams) with each of them which will allow you to present your solution to WWU. A detailed agenda will be provided when we have agreed to include you in the process.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-056aad
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/044948-2025
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- UK2 - Preliminary Market Engagement Notice
- Procurement Type
- Standard
- Procurement Category
- Goods
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- SME
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
-
- CPV Codes
48510000 - Communication software package
Notice Value(s)
- Tender Value
- £350,000 £100K-£500K
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 31 Jul 20256 months ago
- Submission Deadline
- Not specified
- Future Notice Date
- 5 Sep 2025Expired
- Award Date
- Not specified
- Contract Period
- 30 Jun 2026 - 30 Jun 2030 4-5 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planning
- Lots Status
- Planning
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- WALES & WEST UTILITIES LIMITED
- Contact Name
- Becky Crisp
- Contact Email
- rebecca.crisp@wwutilities.co.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- NEWPORT
- Postcode
- NP10 8FZ
- Post Town
- Newport
- Country
- Wales
-
- Major Region (ITL 1)
- TLL Wales
- Basic Region (ITL 2)
- TLL5 South East Wales
- Small Region (ITL 3)
- TLL54 Monmouthshire and Newport
- Delivery Location
- TLK South West (England), TLL Wales
-
- Local Authority
- Newport
- Electoral Ward
- Tredegar Park and Marshfield
- Westminster Constituency
- Newport West and Islwyn
Further Information
Notice Documents
-
https://www.find-tender.service.gov.uk/Notice/044948-2025
31st July 2025 - Preliminary market engagement notice on Find a Tender
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-056aad-2025-07-31T17:23:59+01:00",
"date": "2025-07-31T17:23:59+01:00",
"ocid": "ocds-h6vhtk-056aad",
"initiationType": "tender",
"parties": [
{
"id": "GB-COH-05046791",
"name": "Wales & West Utilities Limited",
"identifier": {
"scheme": "GB-COH",
"id": "05046791"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PMVL-3238-DQDX"
}
],
"address": {
"streetAddress": "Wales & West House",
"locality": "Newport",
"postalCode": "NP10 8FZ",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKL21"
},
"contactPoint": {
"name": "Becky Crisp",
"email": "Rebecca.Crisp@wwutilities.co.uk"
},
"roles": [
"buyer"
],
"details": {
"classifications": [
{
"scheme": "UK_CA_TYPE",
"id": "privateUtility",
"description": "Private utility"
}
]
}
}
],
"buyer": {
"id": "GB-COH-05046791",
"name": "Wales & West Utilities Limited"
},
"planning": {
"milestones": [
{
"id": "engagement",
"type": "engagement",
"description": "If you wish to participate in the pre market engagement, please email Rebecca.Crisp@wwutilities.co.uk expressing your interest. We will be speaking to a maximum of 4 suppliers, chosen on a first come first serves basis, and will be holding a 40 minute conversation (via Teams) with each of them which will allow you to present your solution to WWU. A detailed agenda will be provided when we have agreed to include you in the process.",
"dueDate": "2025-09-05T23:59:59+01:00",
"status": "scheduled"
}
],
"documents": [
{
"id": "044948-2025",
"documentType": "marketEngagementNotice",
"noticeType": "UK2",
"description": "Preliminary market engagement notice on Find a Tender",
"url": "https://www.find-tender.service.gov.uk/Notice/044948-2025",
"datePublished": "2025-07-31T17:23:59+01:00",
"format": "text/html"
}
]
},
"tender": {
"id": "WWU1397",
"legalBasis": {
"id": "2023/54",
"scheme": "UKPGA",
"uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
},
"title": "Proactive communications and engineer arrival tracking service",
"description": "We are looking for a supplier to provide automated communication to customers throughout their journey as well as engineer arrival tracking services for our connections customers. The service will be used to send auto notifications via SMS. email or other messaging service to: - * Confirm agreed appointment dates/times. * Send reminders of upcoming appointments at set intervals in advance of start date * Send instructions/updates at relevant touch points in the customer journey to include links to website and PDF documents * Provide live estimated time of arrival (ETA) tracking and location-triggered updates. * Have two-way communication so customers can chat with engineers * Collect real-time feedback from customers after work completion * Provide analytics on customer satisfaction and feedback * Be able to integrate with SAP ECC6 and CRM * Provide an online dashboard for monitoring by office-based staff We are looking for an off the shelf, market tested solution. We are not looking to develop a bespoke solution.",
"items": [
{
"id": "1",
"additionalClassifications": [
{
"scheme": "CPV",
"id": "48510000",
"description": "Communication software package"
}
],
"deliveryAddresses": [
{
"region": "UKK",
"country": "GB",
"countryName": "United Kingdom"
},
{
"region": "UKL",
"country": "GB",
"countryName": "United Kingdom"
}
],
"relatedLot": "1"
}
],
"value": {
"amountGross": 420000,
"amount": 350000,
"currency": "GBP"
},
"mainProcurementCategory": "goods",
"aboveThreshold": true,
"lots": [
{
"id": "1",
"suitability": {
"sme": true
},
"contractPeriod": {
"startDate": "2026-07-01T00:00:00+01:00",
"endDate": "2030-06-30T23:59:59+01:00",
"maxExtentDate": "2033-06-30T23:59:59+01:00"
},
"hasRenewal": true,
"status": "planning"
}
],
"status": "planning"
},
"language": "en"
}