CE Strategic Partner & AMP6 Sourcing Requirements
Periodic indicative notice - utilities
Services
This notice is a call for competition: yes
This notice aims at reducing time-limits for receipt of tenders: no
Section I: Contracting entity
I.1)Name, addresses and contact point(s)
Southern Water Services Limited
Yeoman Road
For the attention of: Jeremy Delderfield
BN13 3NX Worthing
UNITED KINGDOM
E-mail:
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Main activity
Water
I.3)Contract award on behalf of other contracting entities
The contracting entity is purchasing on behalf of other contracting entities: no
Section II: Object of the contract
II.1)Title attributed to the contract by the contracting entity:
CE Strategic Partner & AMP6 Sourcing Requirements
II.2)Type of contract
Services
Service category No 27: Other services
Service category No 27: Other services
II.3)Short description of the contract or purchase(s):
We are seeking long-term partner(s) who share our vision for customer excellence and who can work with us in, integrating their capability with our in-house capability to increase customer satisfaction, reduce the cost to serve our customers and help us to manage customer debt effectively. We currently have a number of contracts in place, both onshore and offshore, which broadly cover the scope of work outlined below. We will take the opportunity to ensure that the new contracts are completely aligned with our strategic objectives. As part of the procurement process we will establish the appropriate interfaces between the service provider(s) and Southern Water, ensuring that Southern Water retains accountability for strategy, policy and key customer "touch points”, such as complaints management and dispute resolution, whilst ensuring that service providers have end-to-end ownership of key customer journeys, such that they can innovate to increase satisfaction and reduce the cost to serve.
The successful partner(s) will need to provide appropriatly located voice and back office solutions in a manner that will meet our challenging "cost to serve” targets and levels of service, sharing effective use of new and emerging technologies to provide customers with flexible contact channels and self-service for fast effective response to customer needs and enquiries. The services may include all or part of the following, although it should be noted that Southern Water will retain capability in key services areas, which will be defined in more detail during the procurement process and following feedback from pre-qualifying service providers. We believe that the right operating model for Southern Water will blend our in-house capability, with that of our service partners:
- Inbound and out-bound phone contacts working with our in house capability.
- Channel integration, including Webchat and Social Media services.
- Non-voice contacts, including letters, e-mails, text and standard set forms together with back-office support services.
- Aspects of debt management in terms of placements 1, 2 & 3, Litigation and disconnections, and call handling.
- Meter reading services.
- Billing, print, mail and payment solutions.
- Reporting and analytics which are key to understanding our customers both in terms of behaviours and their view of the business via Customer satisfaction scores.
Southern Water would prefer to minimise the number of contracts let to deliver this scope of work, integrated with our in house capability. We would prefer to integrate services to align them with our objectives of increasing customer satisfaction and reducing our cost to serve. However, we will consider awarding more discreet service packages, from the above, should it be beneficial to do so.
Southern Water is a UK water and wastewater company providing services to 2.4 million customers 24/7 across the South East of England. The operational area covers the counties of Kent, Sussex, Hampshire and the Isle of Wight. Our business plan, detailed on our website http://swhaveyoursay.co.uk/five-year-business-plan/ places Customers at the heart of our business, with commitments and promises that will ensure industry leading service aligned to our Customers needs.
We currently issue in excess of 7.5 million items of correspondence, including bills and receive in excess of 1.7 million phone, letter, e-mail and web contacts from our customers per year. These range from technical and service enquires associated with water and wastewater supply, through to enquiries associated with customer queries, changes of address, complaints, billing, and contact associated with payment and debt.We are seeking long-term partner(s) who share our vision for customer excellence and who can work with us in, integrating their capability with our in-house capability to increase customer satisfaction, reduce the cost to serve our customers and help us to manage customer debt effectively. We currently have a number of contracts in place, both onshore and offshore, which broadly cover the scope of work outlined below. We will take the opportunity to ensure that the new contracts are completely aligned with our strategic objectives. As part of the procurement process we will establish the appropriate interfaces between the service provider(s) and Southern Water, ensuring that Southern Water retains accountability for strategy, policy and key customer "touch points”, such as complaints management and dispute resolution, whilst ensuring that service providers have end-to-end ownership of key customer journeys, such that they can innovate to increase satisfaction and reduce the cost to serve.
The successful partner(s) will need to provide appropriatly located voice and back office solutions in a manner that will meet our challenging "cost to serve” targets and levels of service, sharing effective use of new and emerging technologies to provide customers with flexible contact channels and self-service for fast effective response to customer needs and enquiries. The services may include all or part of the following, although it should be noted that Southern Water will retain capability in key services areas, which will be defined in more detail during the procurement process and following feedback from pre-qualifying service providers. We believe that the right operating model for Southern Water will blend our in-house capability, with that of our service partners:
- Inbound and out-bound phone contacts working with our in house capability.
- Channel integration, including Webchat and Social Media services.
- Non-voice contacts, including letters, e-mails, text and standard set forms together with back-office support services.
- Aspects of debt management in terms of placements 1, 2 & 3, Litigation and disconnections, and call handling.
- Meter reading services.
- Billing, print, mail and payment solutions.
- Reporting and analytics which are key to understanding our customers both in terms of behaviours and their view of the business via Customer satisfaction scores.
Southern Water would prefer to minimise the number of contracts let to deliver this scope of work, integrated with our in house capability. We would prefer to integrate services to align them with our objectives of increasing customer satisfaction and reducing our cost to serve. However, we will consider awarding more discreet service packages, from the above, should it be beneficial to do so.
II.4)Common procurement vocabulary (CPV)
79000000, 79342300, 79800000, 65500000, 79300000, 64100000, 79940000, 79999000, 79996100, 72312000, 72313000, 72316000, 72317000, 72512000, 66172000, 75100000, 79500000, 48510000, 48217000
II.5)Scheduled date for start of award procedures and duration of the contract
II.6)Estimated cost and main terms of financing
II.6.1)Initial estimated cost
Estimated value excluding VAT:
Range: between 80 000 000 and 107 000 000 GBP
Range: between 80 000 000 and 107 000 000 GBP
II.6.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
II.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.8)Additional information:
This is a call of competition. Duration of the contract will be for approximately 8 years with an option to extend up to 5 years at the discretion of Southern Water. Interested providers must express interest by email, or in writing, to the contact in section 1, requesting a Questionnaire and should provide their Company name and / or a principle contact name, e-mail address and telephone number, and the lot numbers for which the providers are expressing an interest in. No further information is required at this stage and an acknowledgement e-mail will be sent to the e-mail address provided in the expression of interest. Applicants will be invited to complete and return the Questionnaire with all the information required to satisfy the conditions of participation. A number of candidates may be invited to attend an interview as part of the selection process. A limited number of candidates will be selected and invited to negotiate for the contract(s). A Bond and/or Parent Company Guarrantee may be required. Southern Water Services Ltd may use a "reverse auction" as part of the procedures leading to the award of a contract.
Lot No: 1 Lot title: Details of Lots 1 to 4 as per the short descriptions below
1)Short description:
Lot
No:
Name of lot
Scope & Description
1 Voice, Backoffice, Reporting, Support and Analytics
To handle Inbound and out-bound phone contacts working with our in house capability. Calls may include those of a technical nature as well as billing. There may be a further requirement as part of this lot in terms of contact via Webchat & Social Media. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 5.5m.
To handle Non-voice contacts, including scanning and responding to letters, responding to e-mails, text and standard set forms together with back-office support services. Contacts will comprise of a mix of both customer and non customer. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 1m.
Reporting, Support and Analytics, required as part of each of the LOTS above and for overall insight into our customer behaviour.
2 Debt collection.
Aspects of debt management in terms of placements 1, 2 and 3, Litigation and disconnections, and outbound calling. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
3 Meter reading.
AMR and visual meter reading data collection, ad hoc metering investigations (including escalated investigations), back office exception processing, concentric meter exchanges, in bound/out bound contact relating to access and customer appointments for metering visits, scheduling through data collection management systems.
4 Bill production, print and mail.
Provide full Billing, print, mail and payment solutions for our entire customer base domestic and commercial. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
Pre selection criteria:
The requirements below refer to each seperate lot.
Lots 1 - 4 Voice inbound/outbound including social media
Governance:
This will be stated in the Pre-qualification questionnaire once SW have their list of interested candidates.
Financial:
Minimum turnover of the bidding organisation must be in excess of GBP 500m per annum if successful for Lots 1 to 4.
GBP 500m for Lot-1 on it's own or combination of Lot-1 and any other Lot GBP 500m.
Successful bids for Lots-2, 3 or 4 requires GBP 50m per Lot.
Insurance
To be a minimum of GBP 10m cover for each type.
Technical:
Bidders must have:
- previous experience in this area - with a proven track record for delivering the goods, services or works being procured including details of similar service contracts performed over the last 5 years.
- The capability to deliver all of the contract requirements to an exceptional standard, including contracts performed over the last 3 years accompanied by certificates or testimonials from customers for whom similar contracts have taken or are in place. Additionally, a description of the technical facilities and measures used to ensure quality and research and insight capabilities.
- Have the necessary skills and expertise to undertake the goods, services or works being procured.
- Relevant professional memberships.
- The facilities available for performing the contract.
- Capability for Desk top configuration to meet the necessary specifications required to effectively run the Citrix receiver software which will enable the service provider to access the required licensed programmes.
Call recording software and systems to be PCI compliant.
Scanning solution required to scan written correspondence into SW billing system.
The new solutions will require integration with our SAP platform in terms of CRM & ISU.
These requirements apply to each and every lot to which the applicant applies.
Applications are invited for one or more lots. Southern Water (SW) will review the applications for the various lots and may combine lots as they feel is appropriate at a later date. When combining lots, if an applicant has expressed interest in a lot which is to be combined with lots for which the applicant has not expressed interest, SW may ask the applicant if they wish to express interest in the lots being combined for which they had not previously expressed and interest.
Responses to this notice will be evaluated. Successful applicants will be placed on a register. When a competition for a particular agreement or contract is launched applicants will be taken through a prequalification process prior to tender.
a) What Lots the organisation wishes to be considered for and
b) The Notice Reference Number (SW001JD).
c) Any other specific response requested in this Notice.
Specifically please do not send any non requested sales literature.
No:
Name of lot
Scope & Description
1 Voice, Backoffice, Reporting, Support and Analytics
To handle Inbound and out-bound phone contacts working with our in house capability. Calls may include those of a technical nature as well as billing. There may be a further requirement as part of this lot in terms of contact via Webchat & Social Media. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 5.5m.
To handle Non-voice contacts, including scanning and responding to letters, responding to e-mails, text and standard set forms together with back-office support services. Contacts will comprise of a mix of both customer and non customer. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 1m.
Reporting, Support and Analytics, required as part of each of the LOTS above and for overall insight into our customer behaviour.
2 Debt collection.
Aspects of debt management in terms of placements 1, 2 and 3, Litigation and disconnections, and outbound calling. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
3 Meter reading.
AMR and visual meter reading data collection, ad hoc metering investigations (including escalated investigations), back office exception processing, concentric meter exchanges, in bound/out bound contact relating to access and customer appointments for metering visits, scheduling through data collection management systems.
4 Bill production, print and mail.
Provide full Billing, print, mail and payment solutions for our entire customer base domestic and commercial. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
Pre selection criteria:
The requirements below refer to each seperate lot.
Lots 1 - 4 Voice inbound/outbound including social media
Governance:
This will be stated in the Pre-qualification questionnaire once SW have their list of interested candidates.
Financial:
Minimum turnover of the bidding organisation must be in excess of GBP 500m per annum if successful for Lots 1 to 4.
GBP 500m for Lot-1 on it's own or combination of Lot-1 and any other Lot GBP 500m.
Successful bids for Lots-2, 3 or 4 requires GBP 50m per Lot.
Insurance
To be a minimum of GBP 10m cover for each type.
Technical:
Bidders must have:
- previous experience in this area - with a proven track record for delivering the goods, services or works being procured including details of similar service contracts performed over the last 5 years.
- The capability to deliver all of the contract requirements to an exceptional standard, including contracts performed over the last 3 years accompanied by certificates or testimonials from customers for whom similar contracts have taken or are in place. Additionally, a description of the technical facilities and measures used to ensure quality and research and insight capabilities.
- Have the necessary skills and expertise to undertake the goods, services or works being procured.
- Relevant professional memberships.
- The facilities available for performing the contract.
- Capability for Desk top configuration to meet the necessary specifications required to effectively run the Citrix receiver software which will enable the service provider to access the required licensed programmes.
Call recording software and systems to be PCI compliant.
Scanning solution required to scan written correspondence into SW billing system.
The new solutions will require integration with our SAP platform in terms of CRM & ISU.
These requirements apply to each and every lot to which the applicant applies.
Applications are invited for one or more lots. Southern Water (SW) will review the applications for the various lots and may combine lots as they feel is appropriate at a later date. When combining lots, if an applicant has expressed interest in a lot which is to be combined with lots for which the applicant has not expressed interest, SW may ask the applicant if they wish to express interest in the lots being combined for which they had not previously expressed and interest.
Responses to this notice will be evaluated. Successful applicants will be placed on a register. When a competition for a particular agreement or contract is launched applicants will be taken through a prequalification process prior to tender.
Companies are required to respond directly to this notice by email only to
Responses to the notice should consist solely of confirmation of expression of interest in bidding for the services and clearly stating:a) What Lots the organisation wishes to be considered for and
b) The Notice Reference Number (SW001JD).
c) Any other specific response requested in this Notice.
Specifically please do not send any non requested sales literature.
2)Common procurement vocabulary (CPV)
79000000
3)Quantity or scope:
4)Indication about different date for start of award procedures and/or duration of contract
Scheduled date for start of award procedures: 31.10.2014.
5)Additional information about lots:
II.1)Title attributed to the contract by the contracting entity:
CE Strategic Partner & AMP6 Sourcing Requirements
II.2)Type of contract
Services
Service category No 27: Other services
Service category No 27: Other services
II.3)Short description of the contract or purchase(s):
Please see the details of the Lots in Annex B.
II.4)Common procurement vocabulary (CPV)
79000000, 79342300, 79800000, 65500000, 79300000, 64100000, 79940000, 79999000, 79996100, 72312000, 72313000, 72316000, 72317000, 72512000, 66172000, 75100000, 79500000, 48510000, 48217000
II.5)Scheduled date for start of award procedures and duration of the contract
II.6)Estimated cost and main terms of financing
II.6.1)Initial estimated cost
II.6.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
II.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): no
II.8)Additional information:
Lot No: 1 Lot title: Details of Lots 1 to 4 as per the short descriptions below
1)Short description:
Lot
No:
Name of lot
Scope & Description
1 Voice, Backoffice, Reporting, Support and Analytics.
To handle Inbound and out-bound phone contacts working with our in house capability. Calls may include those of a technical nature as well as billing. There may be a further requirement as part of this lot in terms of contact via Webchat & Social Media. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 5.5m.
To handle Non-voice contacts, including scanning and responding to letters, responding to e-mails, text and standard set forms together with back-office support services. Contacts will comprise of a mix of both customer and non customer. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 1m.
Reporting, Support and Analytics, required as part of each of the Lots above and for overall insight into our customer behaviour.
2 Debt collection.
Aspects of debt management in terms of placements 1, 2 and 3, Litigation and disconnections, and outbound calling. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
3 Meter reading.
AMR and visual meter reading data collection, ad hoc metering investigations (including escalated investigations), back office exception processing, concentric meter exchanges, in bound/out bound contact relating to access and customer appointments for metering visits, scheduling through data collection management systems
4 Bill production, print and mail.
Provide full Billing, print, mail and payment solutions for our entire customer base domestic and commercial. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
Pre selection criteria:
The requirements below refer to each seperate lot.
Lots 1 - 4 Voice inbound/outbound including social media.
Governance:
This will be stated in the Pre-qualification questionnaire once SW have their list of interested candidates.
Financial:
Minimum turnover of the bidding organisation must be in excess of GBP 500m per annum if successful for Lots 1 to 4.
GBP 500m for Lot-1 on it's own or combination of Lot-1 and any other Lot GBP 500m.
Successful bids for Lots-2, 3 or 4 requires GBP 50m per Lot.
Insurance
To be a minimum of £10m cover for each type.
Technical:
Bidders must have:
- previous experience in this area - with a proven track record for delivering the goods, services or works being procured including details of similar service contracts performed over the last 5 years.
- The capability to deliver all of the contract requirements to an exceptional standard, including contracts performed over the last 3 years accompanied by certificates or testimonials from customers for whom similar contracts have taken or are in place. Additionally, a description of the technical facilities and measures used to ensure quality and research and insight capabilities
- Have the necessary skills and expertise to undertake the goods, services or works being procured.
- Relevant professional memberships.
- The facilities available for performing the contract.
- Capability for Desk top configuration to meet the necessary specifications required to effectively run the Citrix receiver software which will enable the service provider to access the required licensed programmes.
Call recording software and systems to be PCI compliant.
Scanning solution required to scan written correspondence into SW billing system.
The new solutions will require integration with our SAP platform in terms of CRM & ISU.
These requirements apply to each and every lot to which the applicant applies.
Applications are invited for one or more lots. Southern Water (SW) will review the applications for the various lots and may combine lots as they feel is appropriate at a later date. When combining lots, if an applicant has expressed interest in a lot which is to be combined with lots for which the applicant has not expressed interest, SW may ask the applicant if they wish to express interest in the lots being combined for which they had not previously expressed and interest.
Responses to this notice will be evaluated. Successful applicants will be placed on a register. When a competition for a particular agreement or contract is launched applicants will be taken through a prequalification process prior to tender.
a) What Lots the organisation wishes to be considered for and
b) The Notice Reference Number (SW001JD).
c) Any other specific response requested in this Notice.
Specifically please do not send any non requested sales literature.
No:
Name of lot
Scope & Description
1 Voice, Backoffice, Reporting, Support and Analytics.
To handle Inbound and out-bound phone contacts working with our in house capability. Calls may include those of a technical nature as well as billing. There may be a further requirement as part of this lot in terms of contact via Webchat & Social Media. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 5.5m.
To handle Non-voice contacts, including scanning and responding to letters, responding to e-mails, text and standard set forms together with back-office support services. Contacts will comprise of a mix of both customer and non customer. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 1m.
Reporting, Support and Analytics, required as part of each of the Lots above and for overall insight into our customer behaviour.
2 Debt collection.
Aspects of debt management in terms of placements 1, 2 and 3, Litigation and disconnections, and outbound calling. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
3 Meter reading.
AMR and visual meter reading data collection, ad hoc metering investigations (including escalated investigations), back office exception processing, concentric meter exchanges, in bound/out bound contact relating to access and customer appointments for metering visits, scheduling through data collection management systems
4 Bill production, print and mail.
Provide full Billing, print, mail and payment solutions for our entire customer base domestic and commercial. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
Pre selection criteria:
The requirements below refer to each seperate lot.
Lots 1 - 4 Voice inbound/outbound including social media.
Governance:
This will be stated in the Pre-qualification questionnaire once SW have their list of interested candidates.
Financial:
Minimum turnover of the bidding organisation must be in excess of GBP 500m per annum if successful for Lots 1 to 4.
GBP 500m for Lot-1 on it's own or combination of Lot-1 and any other Lot GBP 500m.
Successful bids for Lots-2, 3 or 4 requires GBP 50m per Lot.
Insurance
To be a minimum of £10m cover for each type.
Technical:
Bidders must have:
- previous experience in this area - with a proven track record for delivering the goods, services or works being procured including details of similar service contracts performed over the last 5 years.
- The capability to deliver all of the contract requirements to an exceptional standard, including contracts performed over the last 3 years accompanied by certificates or testimonials from customers for whom similar contracts have taken or are in place. Additionally, a description of the technical facilities and measures used to ensure quality and research and insight capabilities
- Have the necessary skills and expertise to undertake the goods, services or works being procured.
- Relevant professional memberships.
- The facilities available for performing the contract.
- Capability for Desk top configuration to meet the necessary specifications required to effectively run the Citrix receiver software which will enable the service provider to access the required licensed programmes.
Call recording software and systems to be PCI compliant.
Scanning solution required to scan written correspondence into SW billing system.
The new solutions will require integration with our SAP platform in terms of CRM & ISU.
These requirements apply to each and every lot to which the applicant applies.
Applications are invited for one or more lots. Southern Water (SW) will review the applications for the various lots and may combine lots as they feel is appropriate at a later date. When combining lots, if an applicant has expressed interest in a lot which is to be combined with lots for which the applicant has not expressed interest, SW may ask the applicant if they wish to express interest in the lots being combined for which they had not previously expressed and interest.
Responses to this notice will be evaluated. Successful applicants will be placed on a register. When a competition for a particular agreement or contract is launched applicants will be taken through a prequalification process prior to tender.
Companies are required to respond directly to this notice by email only to
Responses to the notice should consist solely of confirmation of expression of interest in bidding for the services and clearly stating:a) What Lots the organisation wishes to be considered for and
b) The Notice Reference Number (SW001JD).
c) Any other specific response requested in this Notice.
Specifically please do not send any non requested sales literature.
2)Common procurement vocabulary (CPV)
79000000
3)Quantity or scope:
4)Indication about different date for start of award procedures and/or duration of contract
Scheduled date for start of award procedures: 31.10.2014.
5)Additional information about lots:
II.1)Title attributed to the contract by the contracting entity:
CE Strategic Partner & AMP6 Sourcing Requirmenets
II.2)Type of contract
Services
Service category No 27: Other services
Service category No 27: Other services
II.3)Short description of the contract or purchase(s):
Please see the details of the Lots in Annex B.
II.4)Common procurement vocabulary (CPV)
79000000
II.5)Scheduled date for start of award procedures and duration of the contract
II.6)Estimated cost and main terms of financing
II.6.1)Initial estimated cost
II.6.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
II.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): no
II.8)Additional information:
This is a call of competition. Duration of the contract will be for approximately 8 years with an option to extend up to 5 years at the discretion of Southern Water. Interested providers must express interest by email, or in writing, to the contact in section 1, requesting a Questionnaire and should provide their Company name and / or a principle contact name, e-mail address and telephone number, and the lot numbers for which the providers are expressing an interest in. No further information is required at this stage and an acknowledgement e-mail will be sent to the e-mail address provided in the expression of interest. Applicants will be invited to complete and return the Questionnaire with all the information required to satisfy the conditions of participation. A number of candidates may be invited to attend an interview as part of the selection process. A limited number of candidates will be selected and invited to negotiate for the contract(s). A Bond and/or Parent Company Guarrantee may be required. Southern Water Services Ltd may use a "reverse auction" as part of the procedures leading to the award of a contract.
Lot No: 1 Lot title: Details of Lots 1 to 4 as per the short descriptions below
1)Short description:
Lot
No:
Name of lot
Scope & Description
1 Voice, Backoffice, Reporting, Support and Analytics.
To handle Inbound and out-bound phone contacts working with our in house capability. Calls may include those of a technical nature as well as billing. There may be a further requirement as part of this lot in terms of contact via Webchat & Social Media. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 5.5m.
To handle Non-voice contacts, including scanning and responding to letters, responding to e-mails, text and standard set forms together with back-office support services. Contacts will comprise of a mix of both customer and non customer. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 1m.
Reporting, Support and Analytics, required as part of each of the Lots above and for overall insight into our customer behaviour.
2 Debt collection.
Aspects of debt management in terms of placements 1, 2 and 3, Litigation and disconnections, and outbound calling. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
3 Meter reading.
AMR and visual meter reading data collection, ad hoc metering investigations (including escalated investigations), back office exception processing, concentric meter exchanges, in bound/out bound contact relating to access and customer appointments for metering visits, scheduling through data collection management systems.
4 Bill production, print and mail.
Provide full Billing, print, mail and payment solutions for our entire customer base domestic and commercial. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
Pre selection criteria:
The requirements below refer to each seperate lot.
Lots 1 - 4 Voice inbound/outbound including social media.
Governance:
This will be stated in the Pre-qualification questionnaire once SW have their list of interested candidates.
Financial:
Minimum turnover of the bidding organisation must be in excess of GBP 500m per annum if successful for Lots 1 to 4.
GBP 500m for Lot-1 on it's own or combination of Lot-1 and any other Lot GBP 500m.
Successful bids for Lots-2, 3 or 4 requires GBP 50m per Lot.
Insurance
To be a minimum of GBP 10m cover for each type.
Technical:
Bidders must have:
- previous experience in this area - with a proven track record for delivering the goods, services or works being procured including details of similar service contracts performed over the last 5 years.
- The capability to deliver all of the contract requirements to an exceptional standard, including contracts performed over the last 3 years accompanied by certificates or testimonials from customers for whom similar contracts have taken or are in place. Additionally, a description of the technical facilities and measures used to ensure quality and research and insight capabilities.
- Have the necessary skills and expertise to undertake the goods, services or works being procured.
- Relevant professional memberships.
- The facilities available for performing the contract.
- Capability for Desk top configuration to meet the necessary specifications required to effectively run the Citrix receiver software which will enable the service provider to access the required licensed programmes.
Call recording software and systems to be PCI compliant.
Scanning solution required to scan written correspondence into SW billing system.
The new solutions will require integration with our SAP platform in terms of CRM & ISU.
These requirements apply to each and every lot to which the applicant applies.
Applications are invited for one or more lots. Southern Water (SW) will review the applications for the various lots and may combine lots as they feel is appropriate at a later date. When combining lots, if an applicant has expressed interest in a lot which is to be combined with lots for which the applicant has not expressed interest, SW may ask the applicant if they wish to express interest in the lots being combined for which they had not previously expressed and interest.
Responses to this notice will be evaluated. Successful applicants will be placed on a register. When a competition for a particular agreement or contract is launched applicants will be taken through a prequalification process prior to tender.
a) What Lots the organisation wishes to be considered for and
b) The Notice Reference Number (SW001JD).
c) Any other specific response requested in this Notice.
Specifically please do not send any non requested sales literature.
No:
Name of lot
Scope & Description
1 Voice, Backoffice, Reporting, Support and Analytics.
To handle Inbound and out-bound phone contacts working with our in house capability. Calls may include those of a technical nature as well as billing. There may be a further requirement as part of this lot in terms of contact via Webchat & Social Media. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 5.5m.
To handle Non-voice contacts, including scanning and responding to letters, responding to e-mails, text and standard set forms together with back-office support services. Contacts will comprise of a mix of both customer and non customer. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 1m.
Reporting, Support and Analytics, required as part of each of the Lots above and for overall insight into our customer behaviour.
2 Debt collection.
Aspects of debt management in terms of placements 1, 2 and 3, Litigation and disconnections, and outbound calling. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
3 Meter reading.
AMR and visual meter reading data collection, ad hoc metering investigations (including escalated investigations), back office exception processing, concentric meter exchanges, in bound/out bound contact relating to access and customer appointments for metering visits, scheduling through data collection management systems.
4 Bill production, print and mail.
Provide full Billing, print, mail and payment solutions for our entire customer base domestic and commercial. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
Pre selection criteria:
The requirements below refer to each seperate lot.
Lots 1 - 4 Voice inbound/outbound including social media.
Governance:
This will be stated in the Pre-qualification questionnaire once SW have their list of interested candidates.
Financial:
Minimum turnover of the bidding organisation must be in excess of GBP 500m per annum if successful for Lots 1 to 4.
GBP 500m for Lot-1 on it's own or combination of Lot-1 and any other Lot GBP 500m.
Successful bids for Lots-2, 3 or 4 requires GBP 50m per Lot.
Insurance
To be a minimum of GBP 10m cover for each type.
Technical:
Bidders must have:
- previous experience in this area - with a proven track record for delivering the goods, services or works being procured including details of similar service contracts performed over the last 5 years.
- The capability to deliver all of the contract requirements to an exceptional standard, including contracts performed over the last 3 years accompanied by certificates or testimonials from customers for whom similar contracts have taken or are in place. Additionally, a description of the technical facilities and measures used to ensure quality and research and insight capabilities.
- Have the necessary skills and expertise to undertake the goods, services or works being procured.
- Relevant professional memberships.
- The facilities available for performing the contract.
- Capability for Desk top configuration to meet the necessary specifications required to effectively run the Citrix receiver software which will enable the service provider to access the required licensed programmes.
Call recording software and systems to be PCI compliant.
Scanning solution required to scan written correspondence into SW billing system.
The new solutions will require integration with our SAP platform in terms of CRM & ISU.
These requirements apply to each and every lot to which the applicant applies.
Applications are invited for one or more lots. Southern Water (SW) will review the applications for the various lots and may combine lots as they feel is appropriate at a later date. When combining lots, if an applicant has expressed interest in a lot which is to be combined with lots for which the applicant has not expressed interest, SW may ask the applicant if they wish to express interest in the lots being combined for which they had not previously expressed and interest.
Responses to this notice will be evaluated. Successful applicants will be placed on a register. When a competition for a particular agreement or contract is launched applicants will be taken through a prequalification process prior to tender.
Companies are required to respond directly to this notice by email only to
Responses to the notice should consist solely of confirmation of expression of interest in bidding for the services and clearly stating:a) What Lots the organisation wishes to be considered for and
b) The Notice Reference Number (SW001JD).
c) Any other specific response requested in this Notice.
Specifically please do not send any non requested sales literature.
2)Common procurement vocabulary (CPV)
79000000
3)Quantity or scope:
4)Indication about different date for start of award procedures and/or duration of contract
Scheduled date for start of award procedures: 31.10.2014.
5)Additional information about lots:
Section IV: Procedure and administrative information
IV.1)File reference number attributed by the contracting entity:
SW001JD
Section VI: Complementary information
VI.1)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:
VI.3)Estimated total value of supplies or services contract(s)
VI.4)Date of dispatch of this notice:
13.1.2014
Appendix
Periodic indicative notice being a call for competition or aiming at reducing time-limits for the receipt of tenders
Section II: Object of the contract
II.1)Description
II.1.1)Title attributed to the contract by the contracting entity:
CE Stragegic Partner & AMP6 Sourcing Requirements.
II.1.2)Type of contract and location of works, place of delivery or of performance
Services
Service category No 27: Other services
Service category No 27: Other services
NUTS code UKJ
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Lots
This contract is divided into lots: yes
Tenders may be submitted for: one or more lots
Tenders may be submitted for: one or more lots
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
This contract will be for up to 8 years with a further option to extend for up to 5 years exercisable by Southern Water Services Ltd.
II.2.2)Information about options
Options: yes
Description of these options: Option to extend for a further period of 5 years exercisable by Southern Water Services Limited.
Description of these options: Option to extend for a further period of 5 years exercisable by Southern Water Services Limited.
II.2.3)Information about renewals
Lot No: 1 Lot title: Details of Lots 1 to 4 as per the short descriptions below
1)Short description:
Lot
No:
Name of lot
Scope & Description
1 Voice, Backoffice, Reporting, Support and Analytics.
To handle Inbound and out-bound phone contacts working with our in house capability. Calls may include those of a technical nature as well as billing. There may be a further requirement as part of this lot in terms of contact via Webchat & Social Media. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 5.5m.
To handle Non-voice contacts, including scanning and responding to letters, responding to e-mails, text and standard set forms together with back-office support services. Contacts will comprise of a mix of both customer and non customer. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 1m.
Reporting, Support and Analytics, required as part of each of the Lots above and for overall insight into our customer behaviour.
2 Debt collection.
Aspects of debt management in terms of placements 1, 2 and 3, Litigation and disconnections, and outbound calling. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
3 Meter reading.
AMR and visual meter reading data collection, ad hoc metering investigations (including escalated investigations), back office exception processing, concentric meter exchanges, in bound/out bound contact relating to access and customer appointments for metering visits, scheduling through data collection management systems.
4 Bill production, print and mail.
Provide full Billing, print, mail and payment solutions for our entire customer base domestic and commercial. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
Pre selection criteria:
The requirements below refer to each seperate lot.
Lots 1 - 4 Voice inbound/outbound including social media.
Governance:
This will be stated in the Pre-qualification questionnaire once SW have their list of interested candidates.
Financial:
Minimum turnover of the bidding organisation must be in excess of GBP 500m per annum if successful for Lots 1 to 4.
GBP 500m for Lot-1 on it's own or combination of Lot-1 and any other Lot GBP 500m.
Successful bids for Lots-2, 3 or 4 requires GBP 50m per Lot.
Insurance
To be a minimum of GBP 10m cover for each type.
Technical:
Bidders must have:
- previous experience in this area - with a proven track record for delivering the goods, services or works being procured including details of similar service contracts performed over the last 5 years.
- The capability to deliver all of the contract requirements to an exceptional standard, including contracts performed over the last 3 years accompanied by certificates or testimonials from customers for whom similar contracts have taken or are in place. Additionally, a description of the technical facilities and measures used to ensure quality and research and insight capabilities.
- Have the necessary skills and expertise to undertake the goods, services or works being procured.
- Relevant professional memberships.
- The facilities available for performing the contract.
- Capability for Desk top configuration to meet the necessary specifications required to effectively run the Citrix receiver software which will enable the service provider to access the required licensed programmes.
Call recording software and systems to be PCI compliant.
Scanning solution required to scan written correspondence into SW billing system.
The new solutions will require integration with our SAP platform in terms of CRM & ISU.
These requirements apply to each and every lot to which the applicant applies.
Applications are invited for one or more lots. Southern Water (SW) will review the applications for the various lots and may combine lots as they feel is appropriate at a later date. When combining lots, if an applicant has expressed interest in a lot which is to be combined with lots for which the applicant has not expressed interest, SW may ask the applicant if they wish to express interest in the lots being combined for which they had not previously expressed and interest.
Responses to this notice will be evaluated. Successful applicants will be placed on a register. When a competition for a particular agreement or contract is launched applicants will be taken through a prequalification process prior to tender.
a) What Lots the organisation wishes to be considered for and
b) The Notice Reference Number (SW001JD).
c) Any other specific response requested in this Notice.
Specifically please do not send any non requested sales literature.
No:
Name of lot
Scope & Description
1 Voice, Backoffice, Reporting, Support and Analytics.
To handle Inbound and out-bound phone contacts working with our in house capability. Calls may include those of a technical nature as well as billing. There may be a further requirement as part of this lot in terms of contact via Webchat & Social Media. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 5.5m.
To handle Non-voice contacts, including scanning and responding to letters, responding to e-mails, text and standard set forms together with back-office support services. Contacts will comprise of a mix of both customer and non customer. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 1m.
Reporting, Support and Analytics, required as part of each of the Lots above and for overall insight into our customer behaviour.
2 Debt collection.
Aspects of debt management in terms of placements 1, 2 and 3, Litigation and disconnections, and outbound calling. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
3 Meter reading.
AMR and visual meter reading data collection, ad hoc metering investigations (including escalated investigations), back office exception processing, concentric meter exchanges, in bound/out bound contact relating to access and customer appointments for metering visits, scheduling through data collection management systems.
4 Bill production, print and mail.
Provide full Billing, print, mail and payment solutions for our entire customer base domestic and commercial. Contracts and Framework Agreements may be of any size but potential annual contract value up to GBP 6m.
Pre selection criteria:
The requirements below refer to each seperate lot.
Lots 1 - 4 Voice inbound/outbound including social media.
Governance:
This will be stated in the Pre-qualification questionnaire once SW have their list of interested candidates.
Financial:
Minimum turnover of the bidding organisation must be in excess of GBP 500m per annum if successful for Lots 1 to 4.
GBP 500m for Lot-1 on it's own or combination of Lot-1 and any other Lot GBP 500m.
Successful bids for Lots-2, 3 or 4 requires GBP 50m per Lot.
Insurance
To be a minimum of GBP 10m cover for each type.
Technical:
Bidders must have:
- previous experience in this area - with a proven track record for delivering the goods, services or works being procured including details of similar service contracts performed over the last 5 years.
- The capability to deliver all of the contract requirements to an exceptional standard, including contracts performed over the last 3 years accompanied by certificates or testimonials from customers for whom similar contracts have taken or are in place. Additionally, a description of the technical facilities and measures used to ensure quality and research and insight capabilities.
- Have the necessary skills and expertise to undertake the goods, services or works being procured.
- Relevant professional memberships.
- The facilities available for performing the contract.
- Capability for Desk top configuration to meet the necessary specifications required to effectively run the Citrix receiver software which will enable the service provider to access the required licensed programmes.
Call recording software and systems to be PCI compliant.
Scanning solution required to scan written correspondence into SW billing system.
The new solutions will require integration with our SAP platform in terms of CRM & ISU.
These requirements apply to each and every lot to which the applicant applies.
Applications are invited for one or more lots. Southern Water (SW) will review the applications for the various lots and may combine lots as they feel is appropriate at a later date. When combining lots, if an applicant has expressed interest in a lot which is to be combined with lots for which the applicant has not expressed interest, SW may ask the applicant if they wish to express interest in the lots being combined for which they had not previously expressed and interest.
Responses to this notice will be evaluated. Successful applicants will be placed on a register. When a competition for a particular agreement or contract is launched applicants will be taken through a prequalification process prior to tender.
Companies are required to respond directly to this notice by email only to
Responses to the notice should consist solely of confirmation of expression of interest in bidding for the services and clearly stating:a) What Lots the organisation wishes to be considered for and
b) The Notice Reference Number (SW001JD).
c) Any other specific response requested in this Notice.
Specifically please do not send any non requested sales literature.
2)Common procurement vocabulary (CPV)
79000000
Section III: Legal, economic, financial and technical information
III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
Please see details under Information about Lots in Annex B.
III.1.2)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
Please see details under Information about Lots in Annex B.
III.1.3)Other particular conditions:
The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability
III.2.3)Technical capacity
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service
Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no
Section IV: Procedure
IV.1)Type of procedure
IV.1.1)Type of procedure
Negotiated
IV.2)Award criteria
IV.2.1)Award criteria
The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to confirm interest or in the invitation to tender or to negotiate
IV.2.2)Information about electronic auction
An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)Conditions for obtaining specifications and additional documents
IV.3.2)Time-limit for receipt of expressions of interest:
12.2.2014
IV.3.3)Time-limit for receipt of applications for an invitation to tender or to negotiate:
IV.3.4)Language(s) in which tenders or requests to participate may be drawn up
English.
Section VI: Complementary information
VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Additional information:
VI.3)Procedures for appeal
VI.3.1)Body responsible for appeal procedures
VI.3.2)Lodging of appeals
VI.3.3)Service from which information about the lodging of appeals may be obtained