Thames Water has gone out to tender with an AMP7/8 contract for business process outsourcing customer services worth an estimated £63 million.
Thames Water is seeking to award Services Agreements to multiple providers for the provision of customer services across three separate Lots:
Lot 1 - Digital led customer contact: delivering first tier contact on digital medium (£15m)
Thames Water is seeking a service provider for first tier customer contact through digitised media channels (including two-way messaging, web chat, social media). Thames Water intends to award this lot to a single provider.
Lot 2 - Transactional Back Office and Contingency Voice: Transactional, Ticketing and Exceptions Processing (£45m)
Thames Water is seeking a service provider to take ownership of and deliver back office transactional services (e.g. service desk, exception management, cash operations (invoicing), billing, metering and home move transactional services).
The services are predominantly non-voice, the requirement also includes for some provision of outbound telephony, and contingency voice; in times of planned or unplanned incidents or peaks when, Thames Water may call upon the provider to lend voice contact services.
Thames Water intends to award this lot to a single provider.
Lot 3 - Post room services (£3m)
Thames Water is looking for the service provider to take on the service delivery and bring solutions to deliver against our strategic outcomes with a high-quality service; creating a cost optimised approach where services are increasingly automated and consistently delivered. Thames Water intends to award this lot to a single provider.
The water company is looking for partners with proven expertise to play a core role in delivering Thames Water's customer experience vision through:
- Maintaining, improving and transforming services
- Increasing customers' choice in the way they interact with Thames Water;
- Increasing levels of automation
The selected bidders will be required to demonstrate how they would support Thames Water's customer service strategy and its outcomes.
Suppliers can apply for one or multiple Lots. Thames Water may award more than one lot to a single bidder taking into account:
- the evaluation of each individual Lot;
- the tendered aggregate operational and commercial benefits to be obtained from the award of more than one Lot;
- bidders stated preferences for award of Lots at PQQ stage
Estimated total value is put at £63,000,000 – initial contract term is 5 years with options to extend by any period up to a further 3 years.
Time limit for receipt of tenders or requests to participate is 3rd May 2022 – click here to access the tender documentation
Want to know more about Anglian Water’s AMP7 investment plans? Winning new business with the water companies in England and Wales in AMP7 and AMP8 between now and 2030?
Our report Complete AMP7 Contracts Tier 1 Alliances and Tier 1 Contractors April 2020 - 2025 contains details of the companies, key investment drivers, the alliances, the contracts they’re already working on in the UK water sector, together with hundreds of key named contacts. Click here for more information and details of how to order.
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