United Utilities has awarded an AMP8 contract for contact centre resources services with an estimated value of £6.6 million (inc VAT).
Scope of the contract covers all provisions necessary to create additional resource and capacity to support United Utilities’ in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.
The objective was to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.
The agreement includes a comprehensive service proposal, covering:
- Staffing and training model
- Technology stack (IT and telephony setup)
- Governance and reporting structure
- Quality assurance approach
- Supplier readiness for mobilisation ahead of January billing peak
Concentrix TSC UK Ltd has been awarded the contract which will run for an initial term of one year with a further potential extension option.
Award decision date was 20 November 2025 with a standstill period which ends on 3 December 2025.
Earliest date the contract will be signed is 8 December 2025 and estimated start and end contract dates are 8 December 2025 to 7 December 2026, with a further possible extension to 7 December 2028.
Knowledge Group Services Ltd were the procurement and advisory partner to United Utilities in the procuremernt process.
ABB has launched AquaMaster+™, a digital platform for smart water network management, designed to help water utilities monitor, analyze and manage their water networks, preventing pipeline water losses and optimizing operations.
Craig Nienaber, Business Development Manager for Safe Access Solutions (SAS) at HUBER Technology, explores why the company is seeing a growing level of interest in its safe access solutions for critical infrastructure providers, including their application in wastewater treatment assets.
Albion Water, the first NAV (New Appointment & Variation) to have been established in1999 and now under the ownership of SDS Water Group, has appointed Andy Holland as its new Director of Business Development.
UK water companies are invited to join an upcoming webinar which will explore how the sector can take indirect potable reuse (IPR) from concept to full-scale operational reality.
Southern Water has released film and images showing what it’s like to walk inside Hampshire’s expanded Yew Hill underground reservoir for the very last time, before it gets filled with water.
Hear how Scottish Water has completed its £235 million Ayrshire Glasgow Resilience Project - customers across Greater Glasgow, Ayrshire and East Renfrewshire will now benefit from a more secure and resilient water supply.