Realtime Customer Contact

{
  "awards": [
    {
      "id": "020201-2025-1",
      "relatedLots": [
        "1"
      ],
      "status": "active"
    }
  ],
  "buyer": {
    "id": "GB-COH-2366656",
    "name": "ANGLIAN WATER SERVICES LIMITED"
  },
  "contracts": [
    {
      "awardID": "020201-2025-1",
      "dateSigned": "2025-04-10T00:00:00+01:00",
      "id": "020201-2025-1",
      "status": "active"
    }
  ],
  "date": "2025-05-09T16:34:18+01:00",
  "id": "020201-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-04a35e",
  "parties": [
    {
      "address": {
        "countryName": "United Kingdom",
        "locality": "Huntingdon",
        "postalCode": "PE296XU",
        "region": "UKH12",
        "streetAddress": "Lancaster House Lancaster Way"
      },
      "contactPoint": {
        "email": "rlongman@anglianwater.co.uk",
        "name": "Rebecca Longman"
      },
      "details": {
        "classifications": [
          {
            "description": "Water",
            "id": "WATER",
            "scheme": "TED_CE_ACTIVITY"
          }
        ],
        "url": "https://anglianwater.co.uk"
      },
      "id": "GB-COH-2366656",
      "identifier": {
        "id": "2366656",
        "legalName": "ANGLIAN WATER SERVICES LIMITED",
        "scheme": "GB-COH"
      },
      "name": "ANGLIAN WATER SERVICES LIMITED",
      "roles": [
        "buyer"
      ]
    },
    {
      "address": {
        "countryName": "United Kingdom",
        "locality": "Huntingdon"
      },
      "id": "GB-FTS-20376",
      "identifier": {
        "legalName": "Anglian Water Services"
      },
      "name": "Anglian Water Services",
      "roles": [
        "reviewBody"
      ]
    }
  ],
  "tag": [
    "award",
    "contract"
  ],
  "tender": {
    "classification": {
      "description": "Administration services",
      "id": "75100000",
      "scheme": "CPV"
    },
    "description": "Anglian Water Services Ltd (Anglian Water) is undertaking a Procurement Exercise to assess\nBidders for the provision of Real time customer contact and associated activities to improve\nresilience and adapt to technological changes as set out in the specification and draft\ncontract documentation. \nThe scope will cover a proportion of inbound telephony channels and outbound dialler (in\naddition WhatsApp and Live chat) negating the need for onshore resource post 4pm\nweekdays and during weekends. All workstreams contained within the contract will require\njudgement based thinking at different levels of complexity. \nFor further information regarding this sourcing event please refer to the Bidder RFI/RFP\nGuidance document that is attached to the scanmarket event.",
    "id": "PA 2024 1161",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Administration services",
            "id": "75100000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "region": "UKH"
          }
        ],
        "deliveryLocation": {
          "description": "This contract is not restricted to being performed in the East of England"
        },
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "32014L0025",
      "scheme": "CELEX"
    },
    "lots": [
      {
        "description": "As per the Short description in section II.1.4 and for further detail please see the Bidder\nRFI/RFP Guidance Doc",
        "hasOptions": false,
        "id": "1",
        "status": "cancelled"
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "selective",
    "procurementMethodDetails": "Negotiated procedure with prior call for competition",
    "status": "complete",
    "title": "Realtime Customer Contact"
  }
}