C1110 Customer Billing and Contact (CBC) Renewal and Implementation Programme

Tender description

This is a Prior Information Notice (PIN) published by NI Water for the purposes of informing potential service providers of the upcoming competition for the provision of contact centre, billing, debt and channel management services, along with supporting solutions and technology. Potential Tenderers will need to register their business on the www.eTendersNI.gov.uk website. Go to “Register as a Supplier” and follow the registration process. Potential Tenderers will be required to register against the relevant CPV codes applicable to them and to ensure they receive email alerts regarding specific areas of interest. If already registered potential Tenderers should review their contact details to ensure the information is up to date. Customer contact, billing and debt management are critical components of NI Water customer service and operations. Currently the service supports billing services  for approximately 80,000 non-domestic business customers and manages approximately 170,000 customer calls per annum (comprising circa 75% operational and 25% billing related calls). Due to the approaching expiration of existing service, software licencing and support contract arrangements (the current Customer Contact and Billing ‘CBC’ contract), NI Water needs to procure the services of a provider to supply a new contact centre service, billing, debt and channel management services, along with supporting solutions and technology required to provide service continuity. The new supplier will also provide service enhancements through the delivery of modern and sustainable technology solutions and new ways of working. Procurement commencement (which is subject to business case approval) is planned for February 2022. Lot 1: This is a Prior Information Notice (PIN) published by NI Water for the purposes of informing potential service providers of the upcoming competition for the provision of contact centre, billing, debt and channel management services, along with supporting solutions and technology. Customer contact, billing and debt management are critical components of NI Water customer service and operations. Currently the service supports billing services  for approximately 80,000 non-domestic business customers and manages approximately 170,000 customer calls per annum (comprising circa 75% operational and 25% billing related calls). Due to the approaching expiration of existing service, software licencing and support contract arrangements (the current Customer Contact and Billing ‘CBC’ contract), NI Water needs to procure the services of a provider to supply a new contact centre service, billing, debt and channel management services, along with supporting solutions and technology required to provide service continuity. The new supplier will also provide service enhancements through the delivery of modern and sustainable technology solutions and new ways of working. Procurement commencement (which is subject to business case approval) is planned for February 2022. Additional information: Anticipated duration initial term 7 years with potential extensions of 2 years and a further 1 year.