NW2942 - Intraday Workforce Optimisation Solution

The procurement contact named on the official notice.

Applicants are asked to note that this procurement process will be conduced electronically with all documents and communication being managed through the Northumbrian Water eSourcing Spend Management portal called 'Ariba' (https://s1.ariba.com). Expressions of interest from this notice must be sent to the e-mail address andriy.volkov@nwl.co.uk before the deadline date of the 2nd March 2026 at 12:00hrs. Once expression of interest has been received that contains the details below, applicants will be given access to the Ariba portal within 48 hours from request. This portal will contain all the tender documents associated with this procurement that are available at the time. An email link will also be provided to the email address you provide to access the portal. When sending expression of interest, applicants must provide the following information: 1) Full company name 2) Main contact details of the person who will be given access to the Ariba portal - Name, job title, E mail address and telephone number. (The deadline for return of the completed Tenders is the 9th March 2026 at 12noon).

The submission route named on the official notice.

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.