Anglian Water has gone out to tender with a contract for business process outsourcing worth an estimated £12 million.
The scope of the tender will initially cover customer services back office work - all work streams contained within the contract will require judgment based thinking at different levels of complexity. Call centre activities are out of scope.
The water company said there are few processes involved in the contract that are purely data entry. Several workstreams will require outbound calls to be made to customers for query resolution.
The successful bidder will be required to update Anglian Waters billing system (SAP ISU) and process customer requests, following written correspondence and automated messages received from customers, or internal requests for updates.
Anglian Water said that while the contract will be initially for customer services back office work, the scope of the contract may be extended to add other business process outsourcing for other business support functions.
Deadline for receipt of tenders or requests to participate is 18th November 2018 – click here to access the tender documentation.
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