IT services: consulting, software development, Internet and support

Tender description

NI Water wishes to procure a workflow and case management solution and a customer portal enhancement. Northern Ireland Water (NI Water) is responsible for the supply and distribution of drinking water and the provision of sewerage services for approximately 818 000 domestic, agricultural and business customers throughout Northern Ireland. We have embarked on a digital transformation programme, focused on enhanced service delivery. We want to deliver services that are designed around our customers, offering a world-class experience which will satisfy demanding contemporary expectations. In recent years, we have developed some strong digital capabilities and currently provide a portal that enables customers to access a number of offerings on a self-service basis. Our aspiration is to build on this strong foundation and develop a platform that will enable both domestic and non-domestic customers to access a wide range of NI Water services on demand and on a self-service basis. In many of our internal functions, we are still heavily reliant on manual paper and spreadsheet-based processes. We want to grasp the opportunities offered by workflow and case management and transform how we handle work internally. The platform will include the existing portal but add elements of functionality, while also incorporating case management and workflow. We have identified several service offerings where we wish to start to deliver — these initial offerings will form the scope of the current tender. We will then engage in a process of continuous service re-design and improvement, adding further services over time. A recent discovery exercise enabled us to conduct detailed engagement with our customers, producing a wealth of material including customer journeys, personas and storyboards. We know the direction in which we need to move our business and have an understanding of what success will look like. We now wish to find a partner who shares our vision and has a proven record in the delivery of excellent customer service solutions. Prior to the release of the pre-qualification questionnaire, we will be conducting supplier information sessions during which we will provide a more detailed overview of the requirements and provide opportunity for some questions and answers. We will be offering ten individual slots (1 hour 15 minutes in duration) between Tuesday 4th and Thursday 6th June. These sessions will be allocated on a first-come, first-served basis. Please note that each potential bidder will be limited to 2 delegates. To book a slot, please email sourcing@niwater.com on or before Wednesday 29th May.