Thames Water has awarded an AMP7/8 contract for business process outsourcing customer services with an estimated potential value of up to £63 million.
The contract was tendered in three separate Lots.
Indian multinational information technology services and consulting company Tech Mahindra was awarded Lot 1 (£15 million) which covered first tier customer contact through digitised media channels, including two-way messaging, web chat, social media, Part of the Mahindra Group, the company is headquartered in Pune and is a US$6.0 billion company with over 158,000 employees across 90 countries
New York headquartered data analytics, digital and AI specialists EXL, whose UK clients include British Gas, was awarded the contract for Lot 2. With a potential value of £45 million, the contract covers a wide range of operations, including the delivery of back office transactional services, including service desk, exception management, cash operations (invoicing), billing, metering and home move transactional services.
Zurich-headquartered company SPS UK & I Ltd. Was awarded the contract for Lot 3 (£3 million), which covered the appointment of a service provider to take ownership of and the delivery of post room services and document handling centre for Thames Water. Initial contract terms were 5 years with options to extend by a maximum of a further 3 years.
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