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NW2942 - Intraday Workforce Optimisation Solution

NORTHUMBRIAN WATER LIMITED

This public procurement record has 2 releases in its history.

Award

26 Aug 2026 at 16:30

UK6 - Contract Award Notice
Tender

04 Feb 2026 at 13:34

UK4 - Tender Notice
Summary of the contracting process

Northumbrian Water Limited procured an intraday workforce optimisation and real-time management software solution to complement its Genesys Cloud contact-centre platform. The service is intended initially for around 50 users in the Operations contact centre, including planners, team leaders and agents, with the potential to extend across other Northumbrian Water contact centres, including Billing. The requirement covers workforce planning and real-time operational management, with licensing able to scale to up to 250 users during the contract term. It also includes ad hoc support and development services, delivered through contractor resource called off against a supplier rate card. The work supports Northumbrian Water’s contact-centre operations across its relevant UK locations.

This above-threshold utilities procurement used an open competitive flexible procedure and is now complete. One lot was awarded to QSTORY LIMITED on 14 July 2026 for £1,318,565.37 excluding VAT (£1,582,278.44 including VAT). The awarded contract runs from 8 September 2026 to 7 September 2029, with options for four successive three-year extensions, allowing a maximum end date of 7 September 2041. The evaluation was weighted 60% to quality questions and 40% to price. The process included shortlisting, initial tenders, supplier presentations or negotiations, and best and final offers before selection of the most advantageous tender. The contract includes a scheduled signature date of 8 September 2026 and payment terms of 45 days.

The award indicates demand from a water utility for a workforce optimisation and real-time management platform that integrates with Genesys Cloud and can support contact-centre operations. Suppliers preparing for a future requirement with Northumbrian Water would need a credible software product, implementation capability and the ability to support workforce planning, operational monitoring and real-time management. They would also need to demonstrate that licensing can scale from a small initial deployment to a substantially larger user base across multiple contact centres, while accommodating changing demand. Relevant providers should be able to supply ongoing support and development through a transparent rate card, manage a corporate licence, and work with operational users such as planners, team leaders and contact-centre agents. The requirement is suitable for SMEs.

How relevant is this notice?

Notice Information

Notice Title

NW2942 - Intraday Workforce Optimisation Solution

Notice Description

Northumbrian Water requires an Intraday Workforce Optimisation and Real-Time Management solution to complement Genesys Cloud. The solution should: - Provide a corporate licence with initial access for approximately 50 users within our Operations contact Centre for a period of c6 months with a view to scaling across other NWL contact centres including but not limited to Billing (including planners, team leaders, and agents), during the contract term. Scaling up to 250 users across the term. - Initial contract term: 3 years, with a break clause after year 1, and options to extend for 3+3+3+3years (up to 15 years total). NWL reserve the right to renew the contract beyond the contract term, should this be advantageous for NWL.

Lot Information

Lot 1

Options: ad hoc support and/or development services (calling off contractor resource via supplier rate card) and the ability to scale the number of licences up or down - will be required over the contract term.

Renewal: initial contract term is 3 years, with options to extend for 3+3+3+3 years (up to 15 years in total).

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0646fa
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/081496-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48000000 - Software package and information systems

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£800,000 £500K-£1M
Lots Value
£800,000 £500K-£1M
Awards Value
£1,318,565 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
26 Aug 20261 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
14 Jul 20262 months ago
Contract Period
8 Sep 2026 - 7 Sep 2029 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NORTHUMBRIAN WATER 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
PITY ME
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
TLC2 Northumberland, and Tyne and Wear, TLH14 Suffolk CC, TLH3 Essex
Local Authority
County Durham
Electoral Ward
Framwellgate & Newton Hall
Westminster Constituency
City of Durham

Supplier Information

Number of Suppliers
1
Supplier Name

QSTORY LIMITED

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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