Mae gwerthwchigymru.llyw.cymru yn defnyddio cwcis sy'n hanfodol er mwyn i'r safle weithio. Rydym hefyd yn defnyddio cwcis nad ydynt yn hanfodol i'n helpu i wella gwasanaethau digidol y Llywodraeth. Mae unrhyw ddata a gesglir yn ddienw. Drwy barhau i ddefnyddio'r safle hwn, rydych yn cytuno i'n defnydd o gwcis

Derbyn ein defnydd o gwcis Gosodiadau cwcis

Gweld Hysbysiad

Nid yw'r prynwr yn defnyddio'r wefan hon i weinyddu'r hysbysiad. I gofnodi eich diddordeb neu gael gwybodaeth neu ddogfennau ychwanegol, darllenwch y cyfarwyddiadau yn Nhestun Llawn yr Hysbysiad. (NODER: Nid oes angen ymateb i Hysbysiadau Dyfarnu Contractau a Hysbysiadau Gwybodaeth Ymlaen Llaw fel arfer)

Ychwanegu hysbysiad at fy Rhestr Diddordeb

Manylion yr Hysbysiad

Teitl: NW2426 Customer Feedback Platform
OCID: ocds-h6vhtk-0387d7
ID yr Awdurdod: AA80781
Cyhoeddwyd gan: NORTHUMBRIAN WATER GROUP LIMITED
Dyddiad Cyhoeddi: 24/11/22
Dyddiad Cau: 09/12/22
Amser Cau: 12:00
Math o Hysbysiad: Hysbysiad o Gontract
Yn Cynnwys Dogfennau: Na
Yn SPD: Na
Crynodeb:

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues.

Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made.

The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry.

The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life.

The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets.

NWL are also looking for a proactive trend analysis function in the platform.

SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWL will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWL will determine the timing of the surveys. The surveys will cover North and South customers of NWL, Northumbrian Water and Essex and Suffolk Water.

Hysbysiad contract - cyfleustodau

Cyfarwyddeb 2014/25/EU - Cyfarwyddeb Cyfleustodau

Cyfarwyddeb 2014/25/EU

Adran I: Endid contractio

I.1) Enw a chyfeiriad

NORTHUMBRIAN WATER GROUP LIMITED

02366703

Northumbria House, Abbey Road, Pity Me

DURHAM

DH15FJ

UK

Person cyswllt: Philippa Longstaff

Ffôn: +44 7516587560

E-bost: philippa.longstaff@nwl.co.uk

NUTS: UKC14

Cyfeiriad(au) rhyngrwyd

Prif gyfeiriad: https://www.nwl.co.uk/

I.3) Cyfathrebu

Mae'r dogfennau caffael ar gael ar gyfer mynediad uniongyrchol anghyfyngedig a llawn, yn rhad ac am ddim ar:

https://s1.ariba.com


Gellir cael gwybodaeth ychwanegol o'r cyfeiriad uchod


Rhaid anfon tendrau neu geisiadau i gymryd rhan yn electronig at:

https://s1.ariba.com


I.6) Prif weithgaredd

Dŵr

Adran II: Gwrthrych

II.1) Cwmpas y caffaeliad

II.1.1) Teitl

NW2426 Customer Feedback Platform

Cyfeirnod: NW2426

II.1.2) Prif god CPV

79342310

 

II.1.3) Y math o gontract

Gwasanaethau

II.1.4) Disgrifiad byr

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues.

This contract will cover both Northumbrian Water as well as Essex & Suffolk Water. This will be a 3-year contract with the option to extend for a further 2 years. Contract start date will be 1st January 2024.

II.1.6) Gwybodaeth am lotiau

Mae’r contract hwn wedi’i rannu’n lotiau: Na

II.2) Disgrifiad

II.2.2) Cod(au) CPV ychwanegol

79342311

79342320

II.2.3) Man cyflawni

Cod NUTS:

UKC

UKH14

UKH3

II.2.4) Disgrifiad o’r caffaeliad

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues.

Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made.

The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry.

The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life.

The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets.

NWL are also looking for a proactive trend analysis function in the platform.

SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWL will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWL will determine the timing of the surveys. The surveys will cover North and South customers of NWL, Northumbrian Water and Essex and Suffolk Water.

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.2.7) Hyd y contract, y cytundeb fframwaith neu’r system brynu ddynamig

Hyd mewn misoedd: 36

Gall y contract hwn gael ei adnewyddu: Na

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: Ydy

Disgrifiad o’r opsiynau:

After the initial 36 months, an optional 24 months extension will be available.

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

Section III: Gwybodaeth gyfreithiol, economaidd, ariannol a thechnegol

III.1) Amodau ar gyfer cymryd rhan

III.1.1) Addasrwydd i ymgymryd â’r gweithgaredd proffesiynol, gan gynnwys gofynion mewn perthynas â chofrestru ar gofrestri proffesiynol neu gofrestri masnach

Rhestr a disgrifiad byr o’r amodau:

As stated in the procurement documents

III.1.2) Statws economaidd ac ariannol

Rhestr a disgrifiad byr o’r meini prawf dethol:

Selection criteria as stated in the procurement documents.


Lefel(au) gofynnol y safonau sydd eu hangen:

Selection criteria as stated in the procurement documents.

III.1.3) Gallu technegol a phroffesiynol

Rhestr a disgrifiad byr o’r meini prawf dethol:

Selection criteria as stated in the procurement documents.


III.1.6) Adneuon a gwarantau sy’n ofynnol:

If the Dun and Bradstreet credit rating returns a rating of 'above average risk' or 'high risk', the contracting entity will request further financial information for review and a parent company guarantee may be required.

III.1.7) Prif amodau cyllido a threfniadau talu a/neu gyfeiriad at y darpariaethau perthnasol sy’n eu llywodraethu:

Please see the terms and conditions in the procurement documents.

III.1.8) Ar ba ffurf gyfreithiol y bydd y gr?p o weithredwyr economaidd y caiff y contract ei ddyfarnu iddynt:

These will be set out in the tender documents

III.2) Amodau sy’n gysylltiedig â’r contract

Section IV: Gweithdrefn

IV.1) Disgrifiad

IV.1.1) Y math o weithdrefn

negodi gyda galwad am gystadleuaeth

IV.1.8) Gwybodaeth am Gytundeb Caffael y Llywodraeth (GPA)

The procurement is covered by the Government Procurement Agreement: Na

IV.2) Gwybodaeth weinyddol

IV.2.2) Terfyn amser i dendrau neu geisiadau i gymryd rhan ddod i law

Dyddiad: 09/12/2022

Amser lleol: 12:00

IV.2.4) Ym mha iaith/ieithoedd y gellir cyflwyno tendrau neu geisiadau i gymryd rhan

EN

Section VI: Gwybodaeth ategol

VI.1) Gwybodaeth am ailddigwydd

Caffaeliad cylchol yw hwn: Na

VI.3) Gwybodaeth ychwanegol

Applicants are asked to note that this procurement process will be conducted electronically with all documents and communication being managed through the Northumbrian Water eSourcing Spend Management portal called 'Ariba'.

Expressions of interest for this tender must be sent to the e-mail address expressions@nwl.co.uk before the deadline date of 09 December 2022 at 12 noon. Once expression of interest has been received that contains the details below, applicants will be given access to the Ariba portal within 48 hours from request. This portal will contain all the tender documents associated with this procurement that are available at the time. An email link will also be provided to the email address you provide to access the portal. The deadline for return of the completed PQQ is 16 December 2022 at 12 noon. When sending expression of interest, applicants must provide the following information: 1) Full company name 2) Main contact details of the person who will be given access to the Ariba portal - Name, job title, E mail address and telephone.

VI.4) Gweithdrefnau adolygu

VI.4.1) Corff adolygu

NWL Legal Department

Northumbrian Water LIMITED, Abbey Road, Pity Me

Durham

DH1 5FJ

UK

VI.5) Dyddiad anfon yr hysbysiad hwn

23/11/2022


Gwybodaeth a ychwanegwyd at yr hysbysiad ers iddo gael ei gyhoeddi.

Gwybodaeth ychwanegol a ychwanegwyd at yr hysbysiad ers ei gyhoeddi.
Nid oes unrhyw wybodaeth bellach wedi'i lanlwytho.
Prif Gyswllt: philippa.longstaff@nwl.co.uk
Cyswllt Gweinyddol: Dd/g
Cyswllt Technegol: Dd/g
Cyswllt Arall: Dd/g

Categorïau Nwyddau

Categorïau Nwyddau
Rhif AdnabodTeitlPrif Gategori
79342311Customer satisfaction surveyMarketing services
79342310Customer survey servicesMarketing services
79342320Customer-care servicesMarketing services

Lleoliadau Dosbarthu

Lleoliad Delifriad
Rhif AdnabodDisgrifiad
100DU - Holl

Cyfyngiadau Rhanbarthol ar y Rhybuddion

Mae’r prynwr wedi cyfyngu’r rhybuddion ar gyfer yr hysbysiad hwn i gyflenwyr yn y rhanbarthau canlynol.

Cyfyngiadau Rhanbarth Rhybudd
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