Administration services

Tender description

Anglian Water is seeking a single service provider for the provision of post opening and sorting services. This includes both customer correspondence and customer payments. The service provider will be required to deal with all envelope contents and process them on the same day. This includes the banking of any cheques and cash. Customer correspondence may be delivered in various formats including single and multi page, as will payment transactions including singles, multiples, cash, postal orders and no payment stub. Various reconciliation reports will be required for all post received and processed. Anglian Water Services Ltd is the largest water and wastewater Company in England and Wales, covering 27 500 km2 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 its correspondence and payment processing. Incoming correspondence will be either in easily identifiable forms or letters from customers explaining their reasons for contacting Anglian Water. The easily identifiable forms will need to be assigned to specific queues/workstreams. The customer letters must be read and assigned to the relevant queue/workstream based on the information gathered from reading the letter. All incoming correspondence will need to be provided to Anglian Water in a tif image via an SFTP server. Payments will arrive in the form of cheques and cash (albeit cash is minimal). All incoming payments will need to be processed, allocated to the correct Anglian Water payment file, images of cheques captured and payment files sent to Anglian Water in the agreed format via the SFTP server and deposited into Anglian Water’s Barclays bank account using a the cheque image depositing service (i.e. message01).