Programming services of packaged software products

Tender description

The overall objective of this project is to implement a digital content management solution that enables the following: — One platform that will hold both our existing website content and a range of customer transactions / journeys to enable customer self-serve. — The ability to deliver targeted content to site users based on personalisation. — The ability to drive outbound contact with customers via campaigns and targeted communications / alerts. — Analytics tools that will allow customer transactions to be analysed and smoothed / improved. — Integration with other key SES Water solution such as the billing and customer management system. — To form part of the solution suite that manages the various channels that SES Water customers use for contact (telephone, email, letter, digital, webchat). — Through increased use of a digital solution and improved SESW Service Incentivised Mechanism (SIM) score which is monitored and regulated by Ofwat. The demographic of the majority of SES Water customers indicates that many of them would prefer to transact via a digital channel rather than via telephone or letter which are 2 of our most common customer channels. The opportunity is to meet that demand by building a wide range of customer self-serve transactions and journeys that will remove the need for telephone contact, speed up transactions and increase customer satisfaction (research has shown that digital transactions consistently score higher in customer satisfaction terms than other channels). The procurement process will be in two stages (1) PQQ for shortlisting to (2) ITT.