Administration services

Tender description

The scope of the tender is business process outsourcing services initially for customer services back office work. For this customer services work, all work streams contained within the contract will require judgment based thinking at different levels of complexity. There are few processes that are purely data entry. Several work streams will require outbound calls to be made to customers for query resolution. Anglian Water Services Ltd is the largest water and wastewater Company in England and Wales, covering 27 500 square kilometres and 5 000 000 domestic and commercial customers. The Anglian Water region includes water and wastewater treatment works, reservoirs and network stretching from the Humber in the north to the Thames in the south, from Northampton in the west across to the east coast. Anglian Water is under continuous pressure to drive down costs through innovation and more efficient ways of working so that cumulative benefits may be passed on to Anglian Waters customers. Against this background, it is crucial to maintain a strong customer focus, continuous improvement in the delivery of quality services and value for money. It requires a leading performance from Anglian Water as well as its suppliers to maximise these benefits. Anglian Water wishes to outsource some of its business processing.Initially, this will cover judgement based customer service correspondence handling. Call centre activities are out of scope. 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 our customers, or internal requests for updates. This is not a data inputting service. A key part of the process when updating the billing system will be informed decision making, letter writing, responding to customer e-mails and making some limited outbound calls to Anglian Waters customers and contact centre for query resolution. The types of updates on the billing system will typically involve creating payment arrangements for customers, updating move in and outs, inputting meter readings and rebilling customers, amending addresses and calculating allowances that need to be credited to customers accounts. All correspondence and systems will be in English. Whilst this 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 where the parties agree and the Service Provider can demonstrate its capability and cost competitiveness. Please note that the successful bidder will be required to hold a credit rating produced from time to time by Dunn and Bradstreet showing a risk indicator of 1 or 2 (being low or lower than average risk). In the event that the bidder does not hold such a credit rating or the credit rating of the successful bidder deteriorates during the contract term, then the bidder will be required to provide a Parent Company Guarantee from a parent entity whose credit rating is satisfactory to Anglian Water.