--- title: "Modern Contact Centre" ocid: "ocds-h6vhtk-03d4d8" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03d4d8" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03d4d8.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03d4d8.json" source: "Find A Tender Service" current_stage: "Award" buyer: "ANGLIAN WATER SERVICES LIMITED" published: "2024-04-23" --- # Modern Contact Centre Buyer: ANGLIAN WATER SERVICES LIMITED Current stage: Award OCID: ocds-h6vhtk-03d4d8 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03d4d8) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03d4d8.json) ## Summary Anglian Water Services Ltd is seeking a Contact Centre as a Service solution via a negotiated procedure with prior call for competition. The procurement stage is complete, and the title of the tender is "Modern Contact Centre". The industry category is Communication and multimedia software package. The primary locations for the Contact Centre are Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. The procurement process is selective, and the deadline for bid submission was on 29th February 2024. This tender by Anglian Water offers opportunities for businesses providing technology solutions in communication and multimedia software. Companies interested in customer service and digital communication platforms are well-suited to compete. The tender aims to transform traditional voice channels into modern digital channels, expand customer interaction channels, and enhance operational efficiency. Businesses can present product options to meet Anglian Water's requirements for a Modern Contact Centre, providing a personalised customer experience across various communication channels. ## Notice 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. 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. For further detail please see all associated bid documents on the scanmarket event. ### Lot Information Lot 1 Anglian Water can procure additional services and or software from the selected Bidder which it offers either now or in the future which may either replace the procured software (for example through an alternative licensing model) or is considered to be reasonably ancillary to the software/services being procured (which shall include without limitation software used for customer communications). For further detail please see all associated bid documents on the scanmarket event. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/013141-2024 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Goods | | Procurement method | Selective | | Procurement method details | Negotiated procedure with prior call for competition | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 23 Apr 2024 | | Submission deadline | 26 Jul 2023 | | Future notice date | Not specified | | Award date | 29 Feb 2024 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | 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 | ANGLIAN WATER SERVICES LIMITED | | Locality | HUNTINGDON | | Post town | Peterborough | | Postcode | PE29 6XU | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH4 Cambridgeshire and Peterborough | | ITL 3 | TLH42 Cambridgeshire CC | | Local authority | Huntingdonshire | | Electoral ward | Huntingdon North | | Westminster constituency | Huntingdon | | Delivery location | TLH East (England) | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48500000 - Communication and multimedia software package ## Release History - 23 Apr 2024 at 12:15 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/013141-2024 - 8 Jun 2023 at 15:13 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/016336-2023 ## Notice URLs - https://esourcing.scanmarket.com/Events/PublicEvents/3004/57aa08f02740e2c172f509ae0fa4807a/all - https://www.anglianwater.co.uk ## 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-03d4d8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03d4d8.json.