Customer Smart Video · UK public procurement notice

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