Contract notice: Customer services Tender - 13181665

Procurement Summary

Country: United Kingdom

Summary: Contract notice: Customer services

Deadline: 08 Jun 2017

Posting Date: 12 May 2017

Other Information

Notice Type: Tender

TOT Ref.No.: 13181665

Document Ref. No.: 180646-2017

Competition: ICB

Financier: Self Financed

Purchaser Ownership: -

Tender Value: Refer Document

CPV Classification

79342300 - Customer services
72330000 - Content or data standardization and classification services
79999100 - Scanning services
72313000 - Data capture services
72312000 - Data entry services
75100000 - Administration services
79999000 - Scanning and invoicing services
79996100 - Records management
72316000 - Data analysis services
79800000 - Printing and related services
66172000 - Financial transaction processing and clearing-house services
79810000 - Printing services
64100000 - Post and courier services
72512000 - Document management services
79000000 - Business services: law, marketing, consulting, recruitment, printing and security
79512000 - Call centre

Purchaser's Detail

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Tender Details

Object of the contract
Customer services
Description: Contract notice: Customer services
Authority Type: Utilities entity
Contact Nature: Services
Procedure: Negotiated procedure
Document: Contract notice
Regulation: European Union
Award criteria: The most economic tender
CPV code: 79342300, 72330000, 79999100, 72313000, 72312000, 75100000, 79999000, 79342300, 79996100, 72316000, 79800000, 66172000, 79810000, 64100000, 72512000, 79000000, 79512000, 79342300, 72330000, 79999100, 72313000, 72312000, 75100000, 79999000, 79996100, 72316000, 79800000, 66172000, 79810000, 64100000, 72512000, 79000000, 79512000
CPV Description: Customer services.
Content or data standardization and classification services.
Scanning services.
Data capture services.
Data entry services.
Administration services.
Scanning and invoicing services.
Records management.
Data analysis services.
Printing and related services.
Financial transaction processing and clearing-house services.
Printing services.
Post and courier services.
Document management services.
Business services: law, marketing, consulting, recruitment, printing and security.
Call centre.
Customer Management and Associated Services.
Reference Number : prj_497
Provision of Customer Management Services and Associated Business Processing Services. Inclusive of Customer Contact Services, Billing and Printing, Inbound/Outbound Mail management services, payments management services and associated back office processing services.
NUTS Code : UKJ
Main Site : South East of England.
— Front line customer contact operations on behalf of Southern Water, interacting with customers through channels including, but not limited to, voice, email, letter, webchat and secure messaging.
— Mail sorting, courier, cheque processing, scanning and classification operations.
— Back office support tasks which relate to the accounts of customers who require financial assistance with their water and/or wastewater bills.
— Business Processing Activities resulting from exceptions which arise from automated payment processes.
— Processing of activities related to refunds, Direct Debit indemnity claims (DDICs) and insolvency.
— Printing and mailing of most written communication with customers and required Integration to SW specifications and composition tools.
Southern Water wish to engage a Single Strategic Provider for direct or managed provision of these services.
Evidence of Suitable Competency, Capacity and Experience in defined service streams.
Evidence of Capacity and Experience to undertake transition of services.
Submission of expression of interest and procurement specific information: This procurement exercise will be conducted on the BravoSolution e-procurement portal at: https://southernwater.bravosolution.co.uk/
Candidates wishing to be considered for this contract must register their expression of interest and provide additional procurement specific information through the portal as follows:
i) Candidates should register on the BravoSolution e-procurement portal at: https://southernwater.bravosolution.co.uk/
ii) Once registered, candidates must express their interest as follows:
a) login to the portal;
b) select ‘View current opportunities and notices';
c) access the listing related to this contract and view details;
d) click on Express Interest button.
iii) Once you have expressed interest, please complete the PQQ. You must then publish your reply using the Publish button.
iv) For any support in submitting your expression of interest please contact the eTendering help desk at. 0800 368 4850 or [email protected]
Internet address (URL): www.southernwater.co.uk
Directive: Classical Directive (2014/25/EU)

Documents

 Tender Notice