United Kingdom-NEWPORT: Customer Smart Video

Type of document: Contract Notice
Country: United Kingdom
Publication Ref: (2023/S 000-026203/EN)
Nature of contract: Supply contract
Procedure: Negotiated procedure
Type of bid required: Global bid

Contract notice
Supplies

Section I: Contracting entity
I.1) Name and addresses
Official name: Wales & West Utilities
National registration number: 05046791
Postal address: Wales & West House, Spooner Close, Coedkernew
Town: NEWPORT
Postal code: NP108FZ
Country: United Kingdom
Contact Person: Rebecca Crisp
Email: rebecca.crisp@wwutilities.co.uk
Internet address(es):
Main address:

I.3)Communication
Access to the procurement documents is restricted.Further information can be obtained at:
Additional information can be obtained from:
the above mentioned address
Tenders or requests to participate must be submitted
electronically via:
I.6) Main activity:
Production, transport and distribution of gas and heat

Section II: Object
II.1) Scope of the procurement:
II.1.1) Title: Customer Smart Video
Reference number: WWU1338
II.1.2) Main CPV code: 48445000
II.1.3) Type of contract: Supplies
II.1.4) Short Description:
Wales and West Utilities (WWU) prides itself on offering customers high levels of service which are fully inclusive and offer choice to customers on how they interact with WWU. In addition to traditional telephone, written, email, text and social media, we are looking to include a video capability which offers the customer the ability to record a short video following a simple script which allows WWU staff to quickly assess the situation and provide an answer or resolution quickly without the need for an operational site visit.
The aim of this service is to provide WWU with increased productivity of its engineers and a reduced carbon footprint through less onsite visits, as well as higher levels of customer satisfaction.
The service must allow our customers to record and submit short videos via links sent to smart phones/mobile devices to initially support these key processes:
• General enquiries and complaints
• Connections new service and alterations
• Checking sites are ready ahead of connections work
The product must:
• Have a proven track record of delivery for businesses and customers
• Be used on all mobile phones and tablets running iOS and Android software.
• Be accessible to customers via “contact us” page on our website
• Be accessible via a link sent to the customer, they must not have to download an app
• Allow for instructions to be included for the customer to follow to guide the video recording, photo capture and verbal commentary.
• Capture date, time and geographical location of when the video is captured
• Allow for additional information to be captured through drop down and free text fields, customisable by WWU
• Videos must be easy to find and accessible by WWU ideally using a WWU reference number so it can be linked to the specific job
• Supplier must have a dashboard available for each process which shows as minimum –
o how many links have been sent
o How many videos have been returned
o Status of links
o Return on investment
o Green mile savings
o Staff usage figures which can be used to identify training needs if required

II.1.6) Information about lots
The contract is divided into lots:no
II.2) Description
II.2.3) Place of performance
Nuts code:
II.2.4) Description of the procurement:
Wales and West Utilities (WWU) prides itself on offering customers high levels of service which are fully inclusive and offer choice to customers on how they interact with WWU. In addition to traditional telephone, written, email, text and social media, we are looking to include a video capability which offers the customer the ability to record a short video following a simple script which allows WWU staff to quickly assess the situation and provide an answer or resolution quickly without the need for an operational site visit.
The aim of this service is to provide WWU with increased productivity of its engineers and a reduced carbon footprint through less onsite visits, as well as higher levels of customer satisfaction.
The service must allow our customers to record and submit short videos via links sent to smart phones/mobile devices to initially support these key processes:
• General enquiries and complaints
• Connections new service and alterations
• Checking sites are ready ahead of connections work
The product must:
• Have a proven track record of delivery for businesses and customers
• Be used on all mobile phones and tablets running iOS and Android software.
• Be accessible to customers via “contact us” page on our website
• Be accessible via a link sent to the customer, they must not have to download an app
• Allow for instructions to be included for the customer to follow to guide the video recording, photo capture and verbal commentary.
• Capture date, time and geographical location of when the video is captured
• Allow for additional information to be captured through drop down and free text fields, customisable by WWU
• Videos must be easy to find and accessible by WWU ideally using a WWU reference number so it can be linked to the specific job
• Supplier must have a dashboard available for each process which shows as minimum –
o how many links have been sent
o How many videos have been returned,
o Status of links,
o Return on investment
o Green mile savings,
o Staff usage figures which can be used to identify training needs if required
Expression of Interest
Participants wanting to participate in this sourcing activity must confirm their expression of interest and ability to provide the service required by e-mailing: Rebecca.Crisp@wwutilities.co.uk
Please include the following information in your email:
1) Full company name;
2) Main contact details (name, job title, email address, and telephone numbers).
Please note the tender will be run via our procurement portal Bravo which requires suppliers to be registered to participate, failure to register will result in the supplier not being able to participate in the sourcing event. You can register for Bravo here –
sourcing4wwu.bravosolution.co.uk. In your expression of interest, please also include –
3) Bravo registered email address and contact name.
II.2.5)Award criteria
II.2.7) Duration of the contract,framework agreement or dynamic purchasing system
Duration in months:36
This contract is subject to renewal: yes Description of renewals:
option to renew up to 24 months in annual increments

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:no
II.2.11) Information about options
Options: yes
Description of options:
option to renew up to 24 months in annual increments

II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no

Section III: Legal, economic, financial and technical information
III.1) Conditions for participation

Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure:
Negotiated procedure with prior call for competition
IV.1.8) Information about the Government Procurement Agreement(GPA)
The procurement is covered by the Government Procurement Agreement: no
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:2023-10-05 Local time:17:00
IV.2.4) Languages in which tenders or requests to participate may be submitted: EN

Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:yes
Estimated timing for further notices to be published:
VI.2) Information about electronic workflows
VI.4) Procedures for review
VI.4.1) Review body
Official name: Wales & West Utilities
Town: Newport
Country: United Kingdom

VI.5) Date of dispatch of this notice:
2023-09-05