---
title: "Proactive communications and engineer arrival tracking service"
ocid: "ocds-h6vhtk-056aad"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-056aad"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-056aad.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-056aad.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "WALES & WEST UTILITIES LIMITED"
published: "2025-07-31"
---

# Proactive communications and engineer arrival tracking service

Buyer: WALES & WEST UTILITIES LIMITED  
Current stage: Planning  
OCID: ocds-h6vhtk-056aad

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## Summary

Wales & West Utilities Limited, a private utility located in Newport, is currently in the planning stage of their procurement process for a project titled "Proactive communications and engineer arrival tracking service." This procurement focuses on the communication and software industry, aiming to enhance the customer experience for their connections customers through automated communication and engineer tracking services. Key dates include a pre-market engagement, with suppliers having until 5th September 2025 to express interest and participate in initial discussions. This initiative is part of a goods procurement, with the contract period scheduled to commence on 1st July 2026 and potentially extend up to 30th June 2033, reflecting its long-term strategic nature.

The procurement provides significant opportunities for businesses specialising in communication software packages. Small and medium-sized enterprises may find this tender particularly attractive due to the emphasis on off-the-shelf, market-tested solutions, avoiding bespoke development. Businesses with expertise in SMS and email notifications, real-time customer interaction features, and integration with systems like SAP ECC6 and CRM would be well-suited to compete. Furthermore, the ability to deliver analytics on customer satisfaction adds a competitive edge, making this tender an appealing prospect for firms looking to expand their footprint in providing innovative communication solutions.

## Notice

We are looking for a supplier to provide automated communication to customers throughout their journey as well as engineer arrival tracking services for our connections customers. The service will be used to send auto notifications via SMS. email or other messaging service to: - * Confirm agreed appointment dates/times. * Send reminders of upcoming appointments at set intervals in advance of start date * Send instructions/updates at relevant touch points in the customer journey to include links to website and PDF documents * Provide live estimated time of arrival (ETA) tracking and location-triggered updates. * Have two-way communication so customers can chat with engineers * Collect real-time feedback from customers after work completion * Provide analytics on customer satisfaction and feedback * Be able to integrate with SAP ECC6 and CRM * Provide an online dashboard for monitoring by office-based staff We are looking for an off the shelf, market tested solution. We are not looking to develop a bespoke solution.

### Planning Information

If you wish to participate in the pre market engagement, please email Rebecca.Crisp@wwutilities.co.uk expressing your interest. 
We will be speaking to a maximum of 4 suppliers, chosen on a first come first serves basis, and will be holding a 40 minute conversation (via Teams) with each of them which will allow you to present your solution to WWU. A detailed agenda will be provided when we have agreed to include you in the process.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/044948-2025 |
| Notice type | UK2 - Preliminary Market Engagement Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 31 Jul 2025 |
| Submission deadline | Not specified |
| Future notice date | 5 Sep 2025 |
| Award date | Not specified |
| Contract period | 30 Jun 2026 - 30 Jun 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £350,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planning |
| Lots status | Planning |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | WALES & WEST UTILITIES LIMITED |
| 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

- 48510000 - Communication software package

## Release History

- 31 Jul 2025 at 16:23 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/044948-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/044948-2025
  31st July 2025 - Preliminary market engagement notice on Find a Tender

## Notice URLs

- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-056aad. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-056aad.json.