01 Procurement
Tender overview
- Buyer
- THAMES WATER UTILITIES LIMITED
- Status
- Complete
- Procurement method
- Negotiated procedure with prior call for competition
- Category
- services
- CPV classification
- 79342300 — Customer services
- Tender period
- Not supplied — 3 May 2022
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
This page represents one OCDS contracting process. Notices can be revised over time. Values may be estimates, award values or contract values and should be read with their displayed stage and date.
02 Awards and contracts
Published award records
Supply of Digital Led Customer Contact
- Awarded
- Not supplied
- Award value
- Not supplied
- Suppliers
- 1
- Signed contract
- 30 January 2023
Supply of Transactional Back Office and Contingency Voice
- Awarded
- Not supplied
- Award value
- Not supplied
- Suppliers
- 1
- Signed contract
- 30 January 2023
Supply of Postroom Services
- Awarded
- Not supplied
- Award value
- Not supplied
- Suppliers
- 1
- Signed contract
- 30 January 2023
03 Organisations
Buyers, suppliers and other parties
THAMES WATER UTILITIES LIMITED
Reading, UKJ11, RG1 8DB, United Kingdom
THAMES WATER UTILITIES LIMITED
Reading, UKJ11, RG18DB, United Kingdom
Companies House 02366661 →EXL
New York, US, United States
GB-COH 12-690-1029Swiss Post Services Ltd
Richmond, UKI, United Kingdom
Companies House 04482213 →Tech Mahindra Limited
Maharashtra, IN, India
Companies House 01141370 →Thames Water Utilities Limited
Reading, RG30 3L, United Kingdom
Thames Water Utilities Limited
Reading, RG1 8DB, United Kingdom
Thames Water Utilities Ltd Town
Reading, United Kingdom
Companies House links appear only for explicit GB-COH identifiers. BritDB does not create company links from a similar name or address.
04 Provenance
Source for this process
Contains public sector information licensed under the Open Government Licence v3.0. Official external links are available only on the source transition page.