Official UK procurement notice
Business Process Outsourcing Customer Services
Authority: THAMES WATER UTILITIES LIMITED·Consortium: 2 public authorities
What is being bought3 lots · detail below
Published requirement descriptionThames 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
- Recurrence: Between 5 and 8 years.
CPV: Customer services · Customer-care services · Electronic message services · Helpdesk and support services · Miscellaneous business and business-related services · Postal services
Lots and requirements (3)Procurement structure
3 lots · all with a published value (£63,000,000 together)Lot #1Digital Led Customer ContactCancelledRenewalPublished value£15,000,000
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.
Lot #2Transactional Back Office and Contingency VoiceCancelledRenewalPublished value£45,000,000
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.
Lot #3Post Room ServicesCancelledRenewalPublished value£3,000,000
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.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
- Economic & financial standing
Selection criteria as stated in the procurement documents.
NB - To pass this section at PQQ, bidders will need to demonstrate no tangible financial risk to this opportunity
- Technical & professional ability
Selection criteria as stated in the procurement documents.
PQQ bidders will need to demonstrate:
- Expertise, experience and skillsets to deliver the services
- Legislative and regulatory compliance
- Absence of material conflict of interest
- Compliance with Achilles Verify and commitment to Thames Waters (relevant) Health and Safety standards
- Data protection and privacy & security compliance
- Ability to service our operational hours and operate in English as a first language in the office environment
- Legal form for consortia
- Consortia may be required to form a legal entity prior to award
- Shortlisting
- As detailed in section VI.3 and PQQ.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Negotiated procedure with prior call for competition
- Legal basis
- CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Yes · Between 5 and 8 years.
- First published
- 13 Apr 2022, 08:35 BST
- Last source update
- 27 Feb 2023, 16:09 GMT
- Authority reference
SA1536- FTS notice number
2023/S 000-005736- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-032d02Find a Tender- Contract terms summary
Specified in Invitation to Negotiate Document.
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Review procedure
Thames Water Utilities Limited will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into.
The Utilities Contracts Regulations 2016 (SI 2016 No 274) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).
Publisher note: **** Please note - this is a Contract Award Notice **** All suppliers who wish to respond to this notice must request a pre-qualification questionnaire (PQQ) by using the web link in Section I.3 (www.thameswater.co.uk/procurement). From your response to the link in Section I.3 or above, Thames Water's Procurement Support Centre will send you an email providing login details for our eSourcing system (i.e. IASTA Smartsource). To complete the PQQ you will need to login to IASTA Smartsource. If the project requires it, you will receive an additional and separate survey to complete for Data Protection. Note - The client may be Thames Water Utilities Limited or another company within the Kemble Water group structure.
How it was run
Official notice- Submission deadline
- 3 May 2022, 10:00 BST
- Submission channel
- {"written"}
- Accepted languages
- en
- Participation fee
- document
- Bid validity
- 270 days from the deadline
- Deposits and guarantees
- Bonds and/or parent company guarantees of performance and financial standing may be required.
Timeline
3 May 2022 → 27 Feb 2023 · 2 dates- Submission deadline3 May 2022, 10:00 BST
- Notice published27 Feb 2023, 16:09 GMT
Notice history
2 events · 2 releases on Find a Tender · since 27 Feb 2023- Status changed to complete27 Feb 2023, 16:09 GMT
- Buyer details updated27 Feb 2023, 16:09 GMT
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Not linked to a lot3 awards | |||
| Tech Mahindra LimitedSupply of Digital Led Customer Contact | — | — | Awarded |
| EXLSupply of Transactional Back Office and Contingency Voice | — | — | Awarded |
| SPS UK&I LIMITEDSupply of Postroom Services | — | — | Awarded |
Contracts
Supply of Digital Led Customer Contact · Tech Mahindra Limited
- Signed
- 30 Jan 2023
- Value
- —
- Status
- active
Supply of Transactional Back Office and Contingency Voice · EXL
- Signed
- 30 Jan 2023
- Value
- —
- Status
- active
Supply of Postroom Services · SPS UK&I LIMITED
- Signed
- 30 Jan 2023
- Value
- —
- Status
- active
Contracting authority & participating public bodies
2 public bodies on the noticeDispute resolution & review bodies
- Thames Water Utilities Ltd TownReview contact point
Bidders & participating suppliers
3 commercial parties on the notice- EXLAwarded supplier
- Swiss Post Services LtdAwarded supplier
- Tech Mahindra LimitedAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.