Proactive communications and engineer arrival tracking service

{
  "id": "044948-2025",
  "tag": [
    "planning"
  ],
  "date": "2025-07-31T17:23:59+01:00",
  "ocid": "ocds-h6vhtk-056aad",
  "buyer": {
    "id": "GB-COH-05046791",
    "name": "Wales & West Utilities Limited"
  },
  "tender": {
    "id": "WWU1397",
    "lots": [
      {
        "id": "1",
        "status": "planning",
        "hasRenewal": true,
        "suitability": {
          "sme": true
        },
        "contractPeriod": {
          "endDate": "2030-06-30T23:59:59+01:00",
          "startDate": "2026-07-01T00:00:00+01:00",
          "maxExtentDate": "2033-06-30T23:59:59+01:00"
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKK",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKL",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "48510000",
            "scheme": "CPV",
            "description": "Communication software package"
          }
        ]
      }
    ],
    "title": "Proactive communications and engineer arrival tracking service",
    "value": {
      "amount": 350000,
      "currency": "GBP",
      "amountGross": 420000
    },
    "status": "planning",
    "legalBasis": {
      "id": "2023/54",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents",
      "scheme": "UKPGA"
    },
    "description": "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.  \nThe service will be used to send auto notifications via SMS. email or other messaging service to: -\n•\tConfirm agreed appointment dates/times.\n•\tSend reminders of upcoming appointments at set intervals in advance of start date\n•\tSend instructions/updates at relevant touch points in the customer journey to include links to website and PDF documents\n•\tProvide live estimated time of arrival (ETA) tracking and location-triggered updates.\n•\tHave two-way communication so customers can chat with engineers \n•\tCollect real-time feedback from customers after work completion \n•\tProvide analytics on customer satisfaction and feedback \n•\tBe able to integrate with SAP ECC6 and CRM \n•\tProvide an online dashboard for monitoring by office-based staff\nWe are looking for an off the shelf, market tested solution.  We are not looking to develop a bespoke solution.",
    "aboveThreshold": true,
    "mainProcurementCategory": "goods"
  },
  "parties": [
    {
      "id": "GB-COH-05046791",
      "name": "Wales & West Utilities Limited",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKL21",
        "country": "GB",
        "locality": "Newport",
        "postalCode": "NP10 8FZ",
        "countryName": "United Kingdom",
        "streetAddress": "Wales & West House"
      },
      "details": {
        "classifications": [
          {
            "id": "privateUtility",
            "scheme": "UK_CA_TYPE",
            "description": "Private utility"
          }
        ]
      },
      "identifier": {
        "id": "05046791",
        "scheme": "GB-COH"
      },
      "contactPoint": {
        "name": "Becky Crisp",
        "email": "Rebecca.Crisp@wwutilities.co.uk"
      },
      "additionalIdentifiers": [
        {
          "id": "PMVL-3238-DQDX",
          "scheme": "GB-PPON"
        }
      ]
    }
  ],
  "language": "en",
  "planning": {
    "documents": [
      {
        "id": "044948-2025",
        "url": "https://www.find-tender.service.gov.uk/Notice/044948-2025",
        "format": "text/html",
        "noticeType": "UK2",
        "description": "Preliminary market engagement notice on Find a Tender",
        "documentType": "marketEngagementNotice",
        "datePublished": "2025-07-31T17:23:59+01:00"
      }
    ],
    "milestones": [
      {
        "id": "engagement",
        "type": "engagement",
        "status": "scheduled",
        "dueDate": "2025-09-05T23:59:59+01:00",
        "description": "If you wish to participate in the pre market engagement, please email Rebecca.Crisp@wwutilities.co.uk expressing your interest. \nWe 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."
      }
    ]
  },
  "initiationType": "tender"
}