PRO004931-Services-Contract-Contact Centre Resourcing

{
  "buyer": {
    "id": "GB-COH-02366678",
    "name": "UNITED UTILITIES WATER LIMITED"
  },
  "date": "2025-08-12T15:55:47+01:00",
  "id": "048140-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-05866e",
  "parties": [
    {
      "additionalIdentifiers": [
        {
          "id": "PVVB-5589-BWHX",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Great Sankey",
        "postalCode": "WA5 3LP",
        "region": "UKD61",
        "streetAddress": "Haweswater House, Lingley Green Avenue"
      },
      "contactPoint": {
        "email": "Commercialapprovalsboard@uuplc.co.uk"
      },
      "details": {
        "classifications": [
          {
            "description": "Private utility",
            "id": "privateUtility",
            "scheme": "UK_CA_TYPE"
          }
        ]
      },
      "id": "GB-COH-02366678",
      "identifier": {
        "id": "02366678",
        "scheme": "GB-COH"
      },
      "name": "UNITED UTILITIES WATER LIMITED",
      "roles": [
        "buyer"
      ]
    },
    {
      "additionalIdentifiers": [
        {
          "id": "PXGQ-7837-WNBZ",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Shrewsbury",
        "postalCode": "SY2 6LG",
        "region": "UKG22",
        "streetAddress": "Rowan House North 1 The Professional Quarter"
      },
      "contactPoint": {
        "email": "JoelW@WeLoveToKnow.com"
      },
      "id": "GB-COH-12968507",
      "identifier": {
        "id": "12968507",
        "scheme": "GB-COH"
      },
      "name": "THE KNOWLEDGE GROUP SERVICES LIMITED",
      "roleDetails": "Procurement and advisory partner",
      "roles": [
        "procuringEntity",
        "processContactPoint"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": true,
    "awardPeriod": {
      "endDate": "2025-11-04T23:59:59Z"
    },
    "description": "United Utilities, supported by The Knowledge Group, is seeking to appoint a specialist vendor to deliver end-to-end contact centre services. These services will be to support the United Utilities in house team.\nRefer to the tender documents made available through the Maistro system via The Knowledge Group:\nhttps://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "documentType": "biddingDocuments",
        "id": "L-1",
        "url": "https://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a"
      },
      {
        "datePublished": "2025-08-12T15:55:47+01:00",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "048140-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/048140-2025"
      }
    ],
    "id": "ocds-h6vhtk-05866e",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Telephone-answering services",
            "id": "79510000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKD"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "name": "Commercial",
              "numbers": [
                {
                  "number": 40,
                  "weight": "percentageExact"
                }
              ],
              "type": "price"
            },
            {
              "name": "Technical",
              "numbers": [
                {
                  "number": 60,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2028-11-16T23:59:59Z",
          "startDate": "2025-11-17T00:00:00Z"
        },
        "id": "1",
        "status": "active",
        "suitability": {
          "sme": true
        },
        "value": {
          "amountGross": 6600000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "Participation stage assessment will identify those shortlisted to Tendering Stage. The Tendering Stage may include timescales for negotiation and clarifications, bidder presentations and meetings, and best and final offer. Please refer to the tender timetable for further information."
    },
    "procurementMethod": "open",
    "procurementMethodDetails": "Competitive flexible procedure",
    "specialRegime": [
      "utilities"
    ],
    "status": "active",
    "submissionMethodDetails": "https://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "techniques": {
      "frameworkAgreement": {
        "description": "Please refer to the tender document pack made available on the Maistro platform.\nhttps://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a",
        "maximumParticipants": 1,
        "method": "withoutReopeningCompetition",
        "type": "closed"
      },
      "hasFrameworkAgreement": true
    },
    "tenderPeriod": {
      "endDate": "2025-09-08T23:59:59+01:00"
    },
    "title": "PRO004931-Services-Contract-Contact Centre Resourcing",
    "value": {
      "amountGross": 6600000,
      "currency": "GBP"
    }
  }
}