--- title: "Business Process Outsourcing Customer Services" ocid: "ocds-h6vhtk-032d02" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-032d02" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-032d02.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-032d02.json" source: "Find A Tender Service" current_stage: "Award" buyer: "THAMES WATER UTILITIES LIMITED" published: "2023-02-27" --- # Business Process Outsourcing Customer Services Buyer: THAMES WATER UTILITIES LIMITED Current stage: Award OCID: ocds-h6vhtk-032d02 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-032d02) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-032d02.json) ## Summary The procurement process for the contract titled "Business Process Outsourcing Customer Services" by Thames Water Utilities Limited involves awarding services agreements for customer services across three lots: Digital Led Customer Contact, Transactional Back Office and Contingency Voice, and Post Room Services. The procurement stage is in the award phase, with the contract signed on January 30, 2023. The contract is for the provision of customer services classified under customer services. The procurement method is a negotiated procedure with prior call for competition, with a significant focus on automated service delivery and customer experience enhancement. This tender opportunity by Thames Water Utilities Limited offers potential business growth prospects for companies with expertise in digital customer services, transactional services, and document handling. Businesses in the service sector with strong capabilities in automation, customer-centric service delivery, and proven expertise in customer communication channels are well-suited to compete. Key locations for service delivery include the whole of the Thames Water region. The contract is structured with a potential for extension and flexibility in service volume over time, providing an opportunity for sustainable business growth and partnership with a leading water services provider. ## Notice 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 Voice Thames 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 Services Thames 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/005736-2023 | | 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 | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 27 Feb 2023 | | Submission deadline | 3 May 2022 | | Future notice date | Not specified | | Award date | 30 Jan 2023 | | Contract period | Not specified | | Recurrence | Between 5 and 8 years. | ## Values | Field | Value | | --- | --- | | Tender value | £63,000,000 | | Lots value | £63,000,000 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | THAMES WATER UTILITIES LIMITED | | Locality | READING | | Post town | Reading | | Postcode | RG1 8DB | | Country | England | | ITL 1 | TLJ South East (England) | | ITL 2 | TLJ1 Berkshire, Buckinghamshire and Oxfordshire | | ITL 3 | TLJ16 Berkshire West | | Local authority | Reading | | Electoral ward | Thames | | Westminster constituency | Reading Central | | Delivery location | TLI London, TLJ South East (England) | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 3 | | Supplier names | EXL; SWISS POST SERVICES; TECH MAHINDRA | ## CPV Codes ### 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 ### 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 ## Release History - 27 Feb 2023 at 16:09 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/005736-2023 - 13 Apr 2022 at 07:35 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/009829-2022 ## Notice URLs - http://www.thameswater.co.uk - https://www.thameswater.co.uk/about-us/our-suppliers/procurement ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-032d02. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-032d02.json.