Official UK procurement notice
NW2426 Customer Feedback Platform
Authority: NORTHUMBRIAN WATER LIMITED
What is being bought
Published requirement descriptionNorthumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues.
This contract will cover both Northumbrian Water as well as Essex & Suffolk Water. This will be a 3-year contract with the option to extend for a further 2 years. Contract start date will be 1st January 2024.
CPV: Customer satisfaction survey · Customer survey services · Customer-care services
The lotProcurement structure
single lot · no lot value publishedWhat 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).
- Suitability
As stated in the procurement documents
- Economic & financial standing
Selection criteria as stated in the procurement documents.
Minimum: Selection criteria as stated in the procurement documents. - Technical & professional ability
Selection criteria as stated in the procurement documents.
- Legal form for consortia
- These will be set out in the tender documents
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
- Closed
- 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
- No (one-off requirement)
- First published
- 23 Nov 2022, 16:31 GMT
- Last source update
- 23 Nov 2022, 16:31 GMT
- Authority reference
NW2426- FTS notice number
2022/S 000-033291- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0387d7Find a Tender- Contract terms summary
Please see the terms and conditions in the procurement documents.
Publisher note: Applicants are asked to note that this procurement process will be conducted electronically with all documents and communication being managed through the Northumbrian Water eSourcing Spend Management portal called 'Ariba'. Expressions of interest for this tender must be sent to the e-mail address [email protected] before the deadline date of 09 December 2022 at 12 noon. Once expression of interest has been received that contains the details below, applicants will be given access to the Ariba portal within 48 hours from request. This portal will contain all the tender documents associated with this procurement that are available at the time. An email link will also be provided to the email address you provide to access the portal. The deadline for return of the completed PQQ is 16 December 2022 at 12 noon. When sending expression of interest, applicants must provide the following information: 1) Full company name 2) Main contact details of the person who will be given access to the Ariba portal - Name, job title, E mail address and telephone.
How it was run
Official notice- Submission deadline
- 9 Dec 2022, 12:00 GMT
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
- Deposits and guarantees
If the Dun and Bradstreet credit rating returns a rating of 'above average risk' or 'high risk', the contracting entity will request further financial information for review and a parent company guarantee may be required.
Timeline
23 Nov 2022 → 9 Dec 2022 · 2 dates- Notice published23 Nov 2022, 16:31 GMT
- Submission deadline9 Dec 2022, 12:00 GMT
Contracting authority & participating public bodies
Dispute resolution & review bodies
- NWL Legal DepartmentReview body
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.