Business Process Outsourcing Customer Services
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 tr...
Buyer
THAMES WATER UTILITIES LIMITED
Value
£63,000,000
Published
27 Feb 2023
Closes
3 May 2022
Procurement details
Source
Find a Tender
Region
Berkshire
Procurement method
Selective
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
79342300
Customer services
64216100
Electronic message services
79342320
Customer-care services
72253000
Helpdesk and support services
79900000
Miscellaneous business and business-related services
64110000
Postal services
Lots
Lot 1 Digital Led Customer Contact
£15,000,000
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 co...
Delivery: London, South East (England)
Lot 2 Transactional Back Office and Contingency Voice
£45,000,000
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...
Delivery: London, South East (England)
Lot 3 Post Room Services
£3,000,000
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 incre...
Delivery: London, South East (England)
Documents
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