Business Process Outsourcing Customer Services

Tender description

Thames Water is seeking to award Services Agreements to multiple providers for the provision of customer services across three lots: Lot 1 - Digital led customer contact: delivering first tier contact on digital medium Lot 2 - Transactional Back Office and Contingency Voice: Transactional, Ticketing and Exceptions Processing Lot 3 - Post room services We are looking for partner(s) with proven expertise to play a core role in delivering Thames Water's customer experience vision through: Maintaining, improving and transforming services; Increasing customers choice in the way they interact with us; and, Increasing levels of automation. The selected bidders will be able to demonstrate how they would support Thames Water's customer service strategy and its outcomes. Bidders can apply for one or multiple lots. Thames Water may award more than one lot to a single bidder taking into account the evaluation of each individual lot; the tendered aggregate operational and commercial benefits to be obtained from the award of more than one lot; and, bidders stated preferences for award of lots at PQQ stage Lot 1: Digital Led Customer Contact Thames Water is seeking a service provider for first tier customer contact through digitised media channels (including for but not limited to two-way messaging, web chat, social media). It is expected that bidders will bring solutions to deliver our strategic outcomes in achieving a customer centric service where transactional work is highly automated and consistently delivered with residual human work. Thames Water intends to award this lot to a single provider. Additional information: Thames Water will reserve the right to seek bidder confirmation of value to be derived from the award of more than one lot and apply this value to the evaluation process and to any contractual commitment on award. This will form part of the evaluation at ITN stage. Lot 2: Transactional Back Office and Contingency Voice Thames Water is seeking a service provider to take ownership of and deliver back office transactional services (such as but not limited to service desk, exception management, cash operations (invoicing), billing, metering and home move transactional services). It is expected the service provider will bring solutions to deliver against our strategic outcomes delivering a high-quality customer centric service where transactional work is highly automated and consistently delivered with residual human work. The services are predominantly non-voice, the requirement also includes for some provision of outbound telephony, and contingency voice; in times of planned or unplanned incidents or peaks when, Thames Water may call upon the provider to lend voice contact services. Thames Water intends to award this lot to a single provider. Additional information: Thames Water requires bidders to sign an unamended one-way non-disclosure agreement, prior to accessing the draft ITN content. Thames Water will reserve the right to seek bidder confirmation of value to be derived from the award of more than one lot and apply this value to the evaluation process and to any contractual commitment on award. This will form part of the evaluation at ITN stage. Lot 3: Post Room Services Thames Water is seeking a service provider to take ownership of and deliver our post room services and document handling centre. Thames Water is looking for the service provider to take on the service delivery and bring solutions to deliver against our strategic outcomes with a high-quality service; creating a cost optimised approach where services are increasingly automated and consistently delivered. Thames Water intends to award this lot to a single provider. Additional information: Thames Water requires bidders to sign an unamended one-way non-disclosure agreement, prior to accessing the draft ITN content. Thames Water will reserve the right to seek bidder confirmation of value to be derived from the award of more than one Lot and apply this value to the contract value on award. This will form part of the evaluation at ITN stage.