---
title: "Realtime Customer Contact"
ocid: "ocds-h6vhtk-04a35e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04a35e"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04a35e.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04a35e.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "ANGLIAN WATER SERVICES LIMITED"
published: "2025-05-09"
---

# Realtime Customer Contact

Buyer: ANGLIAN WATER SERVICES LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-04a35e

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04a35e)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04a35e.json)

## Summary

Anglian Water Services Ltd has successfully completed a procurement process for the provision of Realtime Customer Contact services. This contract, which was officially signed on 10th April 2025, encompasses a variety of communication channels aimed at improving resilience and embracing technological advancements in customer interaction. The contract's scope is not geographically restricted to the East of England and involves selective procurement via a negotiated procedure with prior competition call, reflecting a strategic approach to complex service delivery within the Administration Services category. The procurement was initially tendered in September 2024 and transitioned through subsequent stages efficiently.

This tender presents significant opportunities for growth to businesses specialising in customer service technologies, particularly those capable of managing inbound and outbound communication platforms like telephony, WhatsApp, and live chat effectively. Companies operating within or willing to venture into the utilities sector might find this contract particularly lucrative, given the involvement of a major water services provider. With a focus on innovative and resilience-enhancing customer contact solutions, this contract is well-suited for companies skilled in adaptive communication technology solutions that foster seamless customer interaction beyond conventional business hours.

## Notice

Anglian Water Services Ltd (Anglian Water) is undertaking a Procurement Exercise to assess Bidders for the provision of Real time customer contact and associated activities to improve resilience and adapt to technological changes as set out in the specification and draft contract documentation. The scope will cover a proportion of inbound telephony channels and outbound dialler (in addition WhatsApp and Live chat) negating the need for onshore resource post 4pm weekdays and during weekends. All workstreams contained within the contract will require judgement based thinking at different levels of complexity. For further information regarding this sourcing event please refer to the Bidder RFI/RFP Guidance document that is attached to the scanmarket event.

### Lot Information

Lot 1

As per the Short description in section II.1.4 and for further detail please see the Bidder RFI/RFP Guidance Doc

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/020201-2025 |
| 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 | Not specified |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 9 May 2025 |
| Submission deadline | 31 Oct 2024 |
| Future notice date | Not specified |
| Award date | 9 Apr 2025 |
| 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

- 75 - Administration, defence and social security services

### Codes

- 75100000 - Administration services

## Release History

- 9 May 2025 at 15:34 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/020201-2025
- 27 Sep 2024 at 07:37 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/030889-2024

## Notice URLs

- https://anglianwater.co.uk
- https://esourcing.scanmarket.com/Events/PublicEvents/3004/57aa08f02740e2c172f509ae0fa4807a/all

## 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-04a35e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04a35e.json.