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Notice Summary

United Kingdom-Huntingdon: Customer Experience Platform
Document Ref:
Document Type:
Contract Notice - Negotiated procedure
Published By:
Anglian Water Services Ltd
Date Published:
01 August 2019
Deadline Date:
30 August 2019
Document Source:
Alert Profile:

Notice Abstract

Anglian Water wishes to procure licences and maintenance for a Customer Experience Platform. The full scope of the tender can be found on our e-sourcing platform.

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

Anglian Water Services Ltd

Lancaster House, Lancaster Way, Ermine Business Park


PE29 6XU


Contact person: Ali Gaskell

Telephone: +44 7540120456



Internet address(es)

Main address:

I.3) Communication

The procurement documents are available for unrestricted and full direct access, free of charge at:

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be sent electronically to:

I.6) Main activity


Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Customer Experience Platform

Reference number: 2018 0391

II.1.2) Main CPV code



II.1.3) Type of contract


II.1.4) Short description

Anglian Water wishes to procure licences and maintenance for a Customer Experience Platform. The full scope of the tender can be found on our e-sourcing platform.

II.1.5) Estimated total value

Value excluding VAT: 15 000 000.00 GBP

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.3) Place of performance

NUTS code:


II.2.4) Description of the procurement

Anglian Water is looking procure licences (and associated support) for a comprehensive Customer Experience Platform. This will provide Anglian Water with the ability to deliver a leading customer experience based upon the capabilities within the platform. There will be a number of systems that the platform must integrate to as part of the existing Anglian Water Information Services (IS) landscape, including an existing ERP system (SAP). As there is an existing Anglian Water IS Delivery Alliance in place (comprising Capgemini, Atos and Cognizant), we are not procuring a contract for an implementation partner. The successful bidder will be expected to work alongside our IS Delivery Alliance partners to implement and launch the new system.The Customer Experience platform will be an integrated collection of technologies, tools and capabilities for the purpose of delivering a wide variety of services and business processes across channels (web, mobile, telephony, mail, face-to-face, etc.) with a more rapid execution than possible with traditional approaches, to create a personalised relationship with customers.

II.2.5) Award criteria

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

II.2.6) Estimated value

Value excluding VAT: 15 000 000.00 GBP

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

Duration in months: 72

This contract is subject to renewal: Yes

Description of renewals:

The initial term of the contract will be 6 years, both parties can agree further extensions of up to 4 years making the total term of the contract 10 years.

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 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: 30/08/2019

Local time: 23:00

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


Section VI: Complementary information

VI.1) Information about recurrence

This is a recurrent procurement: No

VI.4) Procedures for review

VI.4.1) Review body

Anglian Water Services Ltd


PE29 6XU


Telephone: +44 7540120756

VI.5) Date of dispatch of this notice


Current Notes