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AwardedFind a Tender · award

PRO004931-Services-Contract-Contact Centre Resources

Buyer: UNITED UTILITIES WATER LIMITED →

BuyerUNITED UTILITIES WATER LIMITED
StatusAwarded
DeadlineNot published
ValueValue not published
Published21 Nov 2025

What is being bought

The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods. The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels. The agreement includes a comprehensive service proposal, covering: • Staffing and training model • Technology stack (IT and telephony setup) • Governance and reporting structure • Quality assurance approach • Supplier readiness for mobilisation ahead of January billing peak

Lot details

Lot 1

No lot description published.

Statuscomplete

Comparable-procurement analytics

No usable CPV category has been published, so a comparable market set cannot yet be built.

Procurement strategy & market signals

Framework agreementNot published
Dynamic purchasing systemNot published
Competitive procurementNot published
Recurring requirementNot published
Procurement method rationaleNot published
Rationale classificationsNot published
Special regimeutilities
Covered byNot published
Submission policyNot published
Selection criteriaNot published
Risk detailsNot published

Planning & early market engagement

BudgetNot published
No-engagement rationaleNot published
Planning documents0
Planning milestones0

No planning milestones published.

Related procurements

No linked framework, prior procurement or reprocurement published.

Awards

Documents & submission route

No documents are published in the current source record.

Source data inventory

Diagnostic view. “Not published” means this current release does not provide a value.

OCIDocds-h6vhtk-05866e
Latest release ID076056-2025
Latest release timestampFri Nov 21 2025 13:56:26 GMT+0000 (Coordinated Universal Time)
Sourcefind-a-tender
Official notice URLNot published
Tender statuscomplete
Procurement methodselective
Procurement method detailsCompetitive flexible procedure
Main procurement categoryNot published
Above thresholdNot published
Legal basis2023/54
Tender period: startNot published
Tender period: endNot published
Expression of interest deadlineNot published
Enquiry deadlineNot published
Award period: startNot published
Award period: endNot published
Submission method detailsNot published
Submission languagesNot published
Electronic catalogue policyNot published
Total tender valueNot published
Tender lots in source1
Tender items in source0
Tender documents in source0
Awards in latest release1
Contracts in latest release0
Parties in latest release3

Notice history

DateEventReference
21 Nov 2025award, contract076056-2025
12 Aug 2025tender048140-2025

All source data

Unmodified official OCDS data retained by Tenderline for this procurement process.

Complete current OCDS release JSON
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Complete JSON history (2 releases)
21 Nov 2025 · 076056-2025 · award, contract
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    "lots": [
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    "title": "PRO004931-Services-Contract-Contact Centre Resources",
    "status": "complete",
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    "description": "The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.\nThe objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.\nThe agreement includes a comprehensive service proposal, covering:\n•\tStaffing and training model\n•\tTechnology stack (IT and telephony setup)\n•\tGovernance and reporting structure\n•\tQuality assurance approach\n•\tSupplier readiness for mobilisation ahead of January billing peak",
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        "countryName": "United Kingdom",
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12 Aug 2025 · 048140-2025 · tender
{
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  "tag": [
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  "date": "2025-08-12T15:55:47+01:00",
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            "scheme": "CPV",
            "description": "Telephone-answering services"
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    "title": "PRO004931-Services-Contract-Contact Centre Resourcing",
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    "status": "active",
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        "method": "withoutReopeningCompetition",
        "description": "Please refer to the tender document pack made available on the Maistro platform.\nhttps://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a",
        "maximumParticipants": 1
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    "description": "United Utilities, supported by The Knowledge Group, is seeking to appoint a specialist vendor to deliver end-to-end contact centre services. These services will be to support the United Utilities in house team.\nRefer to the tender documents made available through the Maistro system via The Knowledge Group:\nhttps://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a",
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          "scheme": "GB-PPON"
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    {
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        "countryName": "United Kingdom",
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      "identifier": {
        "id": "12968507",
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}