II.2.1) Teitl
Journey Management Consultancy
II.2.2) Cod(au) CPV ychwanegol
79400000
II.2.3) Man cyflawni
Cod NUTS:
UKE41
II.2.4) Disgrifiad o’r caffaeliad
Lot 1 end to end journey management will require support across the following areas both in a consulting capacity and contracting alongside the core team.
Collaborative approach centred around growing capability, supporting and informing the Yorkshire Water approach to enable best-in-class customer experience in an increasingly efficient way for the business.
1) Understanding what customers truly value — support in creating an outside-in view of the world by evidencing and synthesising numerous sources of information to create compelling insights to provoke action.
Insight
— customer opinions (what they say),
— customer behaviour (what they do),
— FAQs and online search trends (what they search for),
— social media and complaints analysis (what they shout about).
Customer feedback
— gather and analyse ‘voice of the customer’ measures,
— identify pain points and gain points,
— Benchmark against best in class inside and outside industry,
— align customer view across the business.
Foresight
— understand future customer expectations and opportunities,
— challenge the organisation and regulators’ thinking,
— inspire stakeholders with what’s possible,
— maintain an outside-in view of the industry,
— influence organisational strategy.
2) Setting clear direction, mobilisation and engagement — making clear connections between business strategy, change programmes and colleague engagement
Strategy creation
— define CX ambition and goals in line with the organisational strategy,
— define, agree and understand the core customer segments/personas,
— prioritise key touch points and experiences to apply a dedicated design focus,
— identify the cost of inaction as well as the business case for change.
Change Implementation
— prioritise initiatives and develop light-touch business case for customer and commercials,
— robust engagement and handover process with delivery stakeholders,
— engage and inform recruitment, training, and coaching initiatives.
Organisation engagement
— bring the story to life across the business to engage and inspire,
— surface and share good news stories and examples of best practise,
— gather improvement ideas,
— immerse senior colleagues.
3) End to end journey management and design
Support a systematic approach to continuously improving end to end journeys against a clear future ‘target state’
Journey management
— assess and evidence the current reality of end to end journeys on an ongoing basis (emotional, mental and physical effort),
— track and monitor improvements, measuring success by impact on customer, colleagues and commercials,
— support colleagues to think broader than their own area to galvanise a holistic approach,
— focus on the whole customer journey not just the business journey including areas outside direct control,
— Governance.
Experience design
— design and shape end to end journeys collaborating across all key stakeholders and third-party expertise,
— develop a robust design process and experience assessment methodology,
— surface ideas from within the business and outside perspectives.
II.2.5) Meini prawf dyfarnu
Nid pris yw’r unig faen prawf dyfarnu a dim ond yn y dogfennau caffael y mae’r holl feini prawf wedi’u nodi
II.2.6) Gwerth amcangyfrifedig
Gwerth heb gynnwys TAW: 903 280.00 GBP
II.2.7) Hyd y contract, y cytundeb fframwaith neu’r system brynu ddynamig
Hyd mewn misoedd: 24
Gall y contract hwn gael ei adnewyddu: Ydy
Disgrifiad o’r adnewyddiadau:
Subject to mutual agreement the contract may be extended for a total of 36 months (1 + 1 + 1).
II.2.9) Gwybodaeth am y cyfyngiadau ar nifer yr ymgeiswyr a gaiff eu gwahodd
II.2.10) Gwybodaeth am amrywiadau
Derbynnir amrywiadau:
Na
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Na
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na
II.2.1) Teitl
Improvement Consultancy
II.2.2) Cod(au) CPV ychwanegol
79400000
II.2.3) Man cyflawni
Cod NUTS:
UKE41
II.2.4) Disgrifiad o’r caffaeliad
There are two main needs from an improvement point of view that we will need external support for:
(a) working as a deliverer
• provide expert consultants who can deliver improvement work where the YW COE do not have the capacity to deliver,
• this work will tend to be project based with a defined timeframe and scope. Most likely less complex ‘in team’ or ‘in function’ work,
• we would expect this work to be undertaken via our methods/approaches and for any partner to be an extension of the internal YW Team.
Examples might be:
Process modellers, CI analysts, improvement specialists – people who can deliver improvement interventions as well as do task-oriented activity for process ownership, management and governance.
(b) working as a partner to the YW COE
• provide expert consultation to work ‘shoulder-to-shoulder’ with the YW COE in delivering their objectives and build capability,
• this work could include anything from our portfolio;
— the co-delivery of a performance excellence culture within business teams,
— improvement project co-delivery (most likely complex, cross functional/business wide),
— general advice and coaching to develop our COE,
— training co-delivery,
— external benchmarking/best practice so that the YW COE can continuously improve their offering.
YWS expect this work to be done ‘shoulder-to-shoulder’ with our COE so that a sustainable transfer of skill can take place reducing our reliance on external support for basic improvement delivery.
II.2.5) Meini prawf dyfarnu
Nid pris yw’r unig faen prawf dyfarnu a dim ond yn y dogfennau caffael y mae’r holl feini prawf wedi’u nodi
II.2.6) Gwerth amcangyfrifedig
Gwerth heb gynnwys TAW: 1 300 000.00 GBP
II.2.7) Hyd y contract, y cytundeb fframwaith neu’r system brynu ddynamig
Hyd mewn misoedd: 24
Gall y contract hwn gael ei adnewyddu: Ydy
Disgrifiad o’r adnewyddiadau:
Subject to mutual agreement the contract may be extended for a total of 36 months (1 + 1 + 1).
II.2.9) Gwybodaeth am y cyfyngiadau ar nifer yr ymgeiswyr a gaiff eu gwahodd
II.2.10) Gwybodaeth am amrywiadau
Derbynnir amrywiadau:
Na
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Na
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na