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Notice Summary

UK-Newport (Wales): Provision of Customer Services Solution
301517-2019
Wales & West Utilities Ltd
28 June 2019
26 July 2019
Contract Notice - Negotiated procedure
No

Notice Abstract

Wales & West Utilities (WWU) have embarked on a significant business change agenda, redesigning the way our organisation operates. Replacing much of our legacy application and end of life estate. The strategic approach will redesign and simplify our business processes, adopt industry best practices and ways of working.A SAP landscape will be the “back bone” utilising standard system processes to support as much business activity as possible.WWU’s Customer Relationship Management (SAP CRM v7) is being decommissioned as part of our Business Change programme. The current CRM is predominantly used to deliver customer requested (Connections) Services, but is also used to support the Customer Contact centre in managing enquiries and customer complaints. WWU is regulated by Ofgem and a large number of our interactions with customers and measured to meet GSOP targets (Guaranteed Standards of Performance).

Notice Details

Contract notice – utilities

Directive 2014/25/EU - Utility Directive

Directive 2014/25/EU

Section I: Contracting Change entity

I.1) Name and addresses

Wales & West Utilities Ltd

5046791

Wales & West House, Spooner Close, Celtic Springs, Coedkernew

Newport

NP10 8FZ

UK

Contact person: Gemma Deverill

Telephone: +44 2920278952

E-mail: gemma.deverill@wwutilites.co.uk

NUTS: UKL21

Internet address(es)

Main address: www.wwutilities.co.uk

I.3) Communication

Access to the procurement documents is restricted. Further information can be obtained at:

https://www.wwutilities.co.uk/


Additional information can be obtained from the abovementioned address


Tenders or requests to participate must be sent to the abovementioned address


I.6) Main activity

Production, transport and distribution of gas and heat

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Provision of Customer Services Solution

II.1.2) Main CPV code

48445000

 

II.1.3) Type of contract

Supplies

II.1.4) Short description

Wales & West Utilities (WWU) have embarked on a significant business change agenda, redesigning the way our organisation operates. Replacing much of our legacy application and end of life estate. The strategic approach will redesign and simplify our business processes, adopt industry best practices and ways of working.

A SAP landscape will be the “back bone” utilising standard system processes to support as much business activity as possible.

WWU’s Customer Relationship Management (SAP CRM v7) is being decommissioned as part of our Business Change programme. The current CRM is predominantly used to deliver customer requested (Connections) Services, but is also used to support the Customer Contact centre in managing enquiries and customer complaints. WWU is regulated by Ofgem and a large number of our interactions with customers and measured to meet GSOP targets (Guaranteed Standards of Performance).

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.2) Additional CPV code(s)

48445000

72212445

II.2.3) Place of performance

NUTS code:

UK

II.2.4) Description of the procurement

Wales & West Utilities (WWU) have embarked on a significant business change agenda, redesigning the way our organisation operates. Replacing much of our legacy application and end of life estate. The strategic approach will redesign and simplify our business processes, adopt industry best practices and ways of working. A SAP landscape will be the “back bone” utilising standard system processes to support as much business activity as possible.

WWU’s Customer Relationship Management (SAP CRM v7) is being decommissioned as part of our Business Change programme. The current CRM is predominantly used to deliver customer requested (Connections) Services, but is also used to support the Customer Contact centre in managing enquiries and Customer complaints. WWU is regulated by Ofgem and a large number of our interactions with customers and measured to meet GSOP targets (Guaranteed Standards of Performance).

WWU would like to have a system of record bringing together all customer interactions across the business.

II.2.5) Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

Start: 01/11/2019

End: 31/10/2022

This contract is subject to renewal: Yes

Description of renewals:

Further detail will be provided in the procurement documents.

II.2.9) Information about the limits on the number of candidates to be invited

II.2.10) Information about variants

Variants will be accepted: No

II.2.11) Information about options

Options: No

II.2.13) Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: No

Section III: Legal, economic, financial and technical information

III.1) Conditions for participation

III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

List and brief description of conditions:

If applicable, details will be within the PQQ/ITT documentation.

Please note that the tender will be run via our procurement portal Bravo which requires suppliers to be registered to participate and failure to register will result in the supplier not being able to participate in the sourcing event.

Pre-qualification/tender documents will be accessed via an electronic sourcing portal and an email will be sent containing the link to the system.

Please note that the tender is running in tandem with the OJEU notice and will close on Friday 26th July.

III.1.2) Economic and financial standing

Selection criteria as stated in the procurement documents


III.1.3) Technical and professional ability

Selection criteria as stated in the procurement documents


III.2) Conditions related to the contract

Section IV: Procedure

IV.1) Description

IV.1.1) Type of procedure

Negotiated with call for competition

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: No

IV.2) Administrative information

IV.2.2) Time limit for receipt of tenders or requests to participate

Date: 26/07/2019

Local time: 10:00

IV.2.4) Languages in which tenders or requests to participate may be submitted

EN

Section VI: Complementary information

VI.1) Information about recurrence

This is a recurrent procurement: No

VI.3) Additional information

Applicants willing to participate must request access to the pre-qualification/tender documents by emailing Gemma.Deverill@wwutiltiies.co.uk before the deadline 26.7.2019, 10:00 am.

Please include the following information on your email:

1) Full company name;

2) Main contact details (name, job title, email address and telephone numbers).

Please note that the tender will be run via our procurement portal Bravo which requires suppliers to be registered to participate and failure to register will result in the supplier not being able to participate in the sourcing event.

Pre-qualification/tender documents will be accessed via an electronic sourcing portal and an email will be sent containing the link to the system.

Please note that the tender is running in tandem with the OJEU notice and will close on Friday 26th July, 10:00 am.

VI.4) Procedures for review

VI.4.1) Review body

Wales & West Utilities Ltd

Newport

UK

VI.5) Date of dispatch of this notice

25/06/2019