--- title: "Customer Smart Video" ocid: "ocds-h6vhtk-03fa1e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03fa1e" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03fa1e.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03fa1e.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "WALES & WEST UTILITIES" published: "2023-09-05" --- # Customer Smart Video Buyer: WALES & WEST UTILITIES Current stage: Tender OCID: ocds-h6vhtk-03fa1e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03fa1e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03fa1e.json) ## Summary The Wales & West Utilities is seeking suppliers for the procurement of a Customer Smart Video service. This tender involves the provision of a Customer Relation Management software package to enhance customer interactions and operational efficiency. The procurement process is currently in the active stage, with a tender deadline set for 5th October 2023. The opportunity is open to businesses specialising in technology solutions and mobile applications, particularly those with experience in delivering innovative customer service tools. This tender from Wales & West Utilities presents a significant business opportunity for companies offering mobile technology solutions. The procurement method is a selective negotiated procedure. Interested suppliers must express their interest by emailing Rebecca Crisp at WWU. The contracting authority is looking for a solution that is user-friendly, accessible on various devices, and supports key operational processes. The contract period allows for potential renewals, offering long-term prospects for successful bidders to engage with WWU on service enhancements and ongoing developments. ## Notice Wales and West Utilities (WWU) prides itself on offering customers high levels of service which are fully inclusive and offer choice to customers on how they interact with WWU. In addition to traditional telephone, written, email, text and social media, we are looking to include a video capability which offers the customer the ability to record a short video following a simple script which allows WWU staff to quickly assess the situation and provide an answer or resolution quickly without the need for an operational site visit. The aim of this service is to provide WWU with increased productivity of its engineers and a reduced carbon footprint through less onsite visits, as well as higher levels of customer satisfaction. The service must allow our customers to record and submit short videos via links sent to smart phones/mobile devices to initially support these key processes: * General enquiries and complaints * Connections new service and alterations * Checking sites are ready ahead of connections work The product must: * Have a proven track record of delivery for businesses and customers * Be used on all mobile phones and tablets running iOS and Android software. * Be accessible to customers via "contact us" page on our website * Be accessible via a link sent to the customer, they must not have to download an app * Allow for instructions to be included for the customer to follow to guide the video recording, photo capture and verbal commentary. * Capture date, time and geographical location of when the video is captured * Allow for additional information to be captured through drop down and free text fields, customisable by WWU * Videos must be easy to find and accessible by WWU ideally using a WWU reference number so it can be linked to the specific job * Supplier must have a dashboard available for each process which shows as minimum - o how many links have been sent o How many videos have been returned o Status of links o Return on investment o Green mile savings o Staff usage figures which can be used to identify training needs if required ### Lot Information Lot 1 Wales and West Utilities (WWU) prides itself on offering customers high levels of service which are fully inclusive and offer choice to customers on how they interact with WWU. In addition to traditional telephone, written, email, text and social media, we are looking to include a video capability which offers the customer the ability to record a short video following a simple script which allows WWU staff to quickly assess the situation and provide an answer or resolution quickly without the need for an operational site visit. The aim of this service is to provide WWU with increased productivity of its engineers and a reduced carbon footprint through less onsite visits, as well as higher levels of customer satisfaction. The service must allow our customers to record and submit short videos via links sent to smart phones/mobile devices to initially support these key processes: * General enquiries and complaints * Connections new service and alterations * Checking sites are ready ahead of connections work The product must: * Have a proven track record of delivery for businesses and customers * Be used on all mobile phones and tablets running iOS and Android software. * Be accessible to customers via "contact us" page on our website * Be accessible via a link sent to the customer, they must not have to download an app * Allow for instructions to be included for the customer to follow to guide the video recording, photo capture and verbal commentary. * Capture date, time and geographical location of when the video is captured * Allow for additional information to be captured through drop down and free text fields, customisable by WWU * Videos must be easy to find and accessible by WWU ideally using a WWU reference number so it can be linked to the specific job * Supplier must have a dashboard available for each process which shows as minimum - o how many links have been sent o How many videos have been returned, o Status of links, o Return on investment o Green mile savings, o Staff usage figures which can be used to identify training needs if required Expression of Interest Participants wanting to participate in this sourcing activity must confirm their expression of interest and ability to provide the service required by e-mailing: Rebecca.Crisp@wwutilities.co.uk Please include the following information in your email: 1) Full company name; 2) Main contact details (name, job title, email address, and telephone numbers). Please note the tender will be run via our procurement portal Bravo which requires suppliers to be registered to participate, failure to register will result in the supplier not being able to participate in the sourcing event. You can register for Bravo here - sourcing4wwu.bravosolution.co.uk. In your expression of interest, please also include - 3) Bravo registered email address and contact name. Options: option to renew up to 24 months in annual increments Renewal: option to renew up to 24 months in annual increments ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/026203-2023 | | 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 | ## Dates | Field | Value | | --- | --- | | Publication date | 5 Sep 2023 | | Submission deadline | 5 Oct 2023 | | Future notice date | Not specified | | Award date | Not specified | | 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 | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | WALES & WEST UTILITIES | | Locality | NEWPORT | | Post town | Newport | | Postcode | NP10 8FZ | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL5 South East Wales | | ITL 3 | TLL54 Monmouthshire and Newport | | Local authority | Newport | | Electoral ward | Tredegar Park and Marshfield | | Westminster constituency | Newport West and Islwyn | | Delivery location | TLK South West (England), TLL Wales | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48445000 - Customer Relation Management software package ## Release History - 5 Sep 2023 at 12:53 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/026203-2023 ## Notice URLs - https://sourcing4wwu.bravosolution.co.uk/web/login.html - https://www.wwutilities.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-03fa1e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03fa1e.json.