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Tenders

NW2942 - Intraday Workforce Optimisation Solution

Open
Deadline
126 days left
July 31, 2026
Contract Details
Category
Restricted Procedure
Reference
009993-2026
Value
£960,000
Location
Tees Valley and Durham, United Kingdom
Published
March 19, 2026
CPV Code
Project Timeline

Tender Published

February 04, 2026

Deadline for Questions

July 24, 2026

Submission Deadline

July 31, 2026

Contract Start Date

July 31, 2026

Budget
£960,000
Duration
36 months
Location
Tees Valley and Durham
Type
Restricted Procedure
46
Quality Score/100
Fair

Original Tender Description

Northumbrian Water requires an Intraday Workforce Optimisation and Real-Time Management solution to integrate with Genesys Cloud. The solution should: - Provide a corporate licence with initial access for approximately 50 users within our Operations contact Centre for a period of circa 6 months with a view to scaling across other NWL contact centres including but not limited to Billing (including planners, team leaders, and agents), during the contract term. Scaling up to 250 users across the term (circa month 7 and onwards). - Initial contract term: 3 years, with a break clause after 6 months (if the initial rollout is successful), and options to extend for 3+3+3+3 years (up to 15 years total). NWL reserve the right to renew the contract beyond the contract term, should this be advantageous for NWL. - Target contracts start date: 1 August 2026.

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Requirements & Qualifications

10 requirements across 5 categories

Submission (1)
Mandatory (1)
Compliance (1)
Technical (6)
Financial (1)
SUBMISSION REQUIREMENTS1
--Submission Deadline: 2026-08-01T00:00:00+01:00.
MANDATORY EXCLUSION GROUNDS1
--No explicit mandatory exclusion grounds are provided in the analyzed documents.
ELIGIBILITY REQUIREMENTS1
--Bidders must be eligible to participate in a Restricted procurement process with Northumbrian Water Limited.
TECHNICAL CAPABILITY REQUIREMENTS6
--Provide an Intraday Workforce Optimisation and Real-Time Management solution.
--The solution must integrate with Genesys Cloud.
--The solution must provide a corporate licence.
FINANCIAL REQUIREMENTS1
--No explicit financial requirements for bidders (e.g., minimum turnover, specific insurance levels) are provided in the analyzed documents.

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Documents

5 documents available with AI summaries

Lot L-2HTM
L-2.html

Download failed - no summary available

OCDS RecordDOC
009993-2026_ocds_record.json

This OCDS record provides structured official data about Northumbrian Water's tender for an Intraday Workforce Optimisation and Real-Time Management solution integrating with Genesys Cloud, intended for up to 250 users over an initial 3-year contract with extension options.

OCDS Release PackageDOC
009993-2026_ocds_release.json

This OCDS Release Package provides structured data about Northumbrian Water Limited's restricted tender for an Intraday Workforce Optimisation and Real-Time Management solution, detailing the buyer, tender ID, and legal basis.

Official PDF VersionPDF
009993-2026_official.pdf

Northumbrian Water seeks an Intraday Workforce Optimisation and Real-Time Management solution integrated with Genesys Cloud, for an initial 50 users scaling to 250, under a 3-year contract extendable up to 15 years, with an estimated value of £800,000.

Tender NoticeHTM
009993-2026.html

This document is a contract award notice from the London Borough of Southwark for the provision of clinical support and management services for their Vital 5 Health Outreach programme, valued at £286,378.

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46
Fair

Tender Quality Score

This tender presents significant quality concerns, primarily due to critical missing information, document management issues, and inconsistencies, despite a clear description of the core technical requirement.

Score Breakdown

Legal Compliance50/100

Legal compliance is severely impacted by the inclusion of a completely irrelevant contract award notice from a different authority and the absence of explicit mandatory exclusion grounds. While the procedure type and CPV code are present, these fundamental flaws raise serious questions about the tender's adherence to proper procurement practices.

Inclusion of an irrelevant contract award notice (Document 2)
No explicit mandatory exclusion grounds provided
Clarity60/100

The description of the required solution and its technical integration with Genesys Cloud is clear. However, the complete absence of evaluation criteria and vague eligibility requirements significantly undermine the overall clarity of the tender process for potential bidders.

No evaluation criteria specified
Vague eligibility requirements ('eligible to participate in a Restricted procurement process with Northumbrian Water Limited')
Completeness40/100

The tender is notably incomplete. Key documents are either missing (failed download for Document 1) or irrelevant (Document 2). Crucially, evaluation criteria, explicit mandatory exclusion grounds, and financial requirements for bidders are absent. Details on the 'Divided into Parts' characteristic are also missing.

Document 1 failed to download, no summary available
Document 2 is irrelevant to this tender
Fairness45/100

Fairness is critically compromised by the complete lack of specified evaluation criteria, which introduces subjectivity into the assessment process. Issues with document access (failed download, irrelevant document) further hinder equal access to information. The absence of e-submission also limits accessibility for some bidders.

No evaluation criteria specified
Incomplete document access (failed download, irrelevant document)
Practicality55/100

Practicality is hampered by the lack of electronic submission support, which is a standard feature in modern procurement. The issues with document availability (failed download, irrelevant content) also create practical difficulties for bidders.

No electronic submission supported
Issues with document availability and relevance
Data Consistency30/100

Data consistency is poor due to multiple inconsistencies. The contract start date is listed as the same as the submission deadline, which is illogical, and contradicts the 'Target contracts start date'. The AI-extracted submission deadline also differs from the basic information. The inclusion of an irrelevant document further highlights data integrity issues.

Inconsistent contract start date (same as submission deadline, contradicts target start date)
Inconsistent submission deadlines between basic info and AI-extracted requirements
Sustainability20/100

The tender does not explicitly incorporate any green procurement, social aspects, or innovation focus. This indicates a missed opportunity to align the procurement with broader sustainability goals.

No explicit green procurement criteria
No explicit social criteria

Strengths

Clear description of the required solution and its technical integration with Genesys Cloud
Estimated value and contract duration are clearly stated
Ample time for bid preparation (nearly 6 months from today's date)
Use of OCDS data for transparency
CPV code and NUTS code provided

Concerns

Critical absence of evaluation criteria, severely impacting fairness and clarity
Significant issues with tender documents: one failed to download, and another is completely irrelevant
Multiple inconsistencies in key dates (submission deadline, contract start date)
Lack of explicit mandatory exclusion grounds and financial requirements for bidders
No support for electronic submission

Recommendations

1. Immediately rectify the tender documentation by removing irrelevant documents, ensuring all relevant documents are accessible, and providing a comprehensive set of tender documents.
2. Clearly define and publish the evaluation criteria to ensure transparency and fairness for all bidders.
3. Harmonize all dates (submission deadline, contract start) across all tender sections to eliminate inconsistencies.

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