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| Source: | Find a Tender Service (FTS) |
| Notice Type: | Award notice |
| Buyer: | THAMES WATER UTILITIES LIMITED |
| Main Category: | Services |
| Procurement Method: | Negotiated procedure with prior call for competition |
| Tender Status: | Complete |
| Estimated Value (ex. VAT): | Not specified |
| Release Date: |
| 27 February 2023 |
| Application Deadline: | — |
| Procurement ID (OCID): | ocds-h6vhtk-032d02 |
| Notice Reference: | 005736-2023 |
All 2 notices for this procurement, oldest first.
Business Process Outsourcing Customer Services
Business Process Outsourcing Customer Services
Earlier notices predate the Procurement Act 2023 (commenced 24 Feb 2025) and therefore don't carry UK1–UK17 codes.
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
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