Procurement of customer service operations with information systems and processes

Summary

Lappeenrannan Energia Oy is procuring one integrated, tools-included customer-service service covering electricity distribution, district heating and water services. The supplier will provide front-end and technical customer service through telephone, email, online service, chat and letters; operate or provide the customer information system; coordinate metering events and connections; produce billing data; manage relevant market-data and Fingrid Datahub exchanges; support payment allocation; integrate with the customer’s and other suppliers’ systems; and continuously develop and automate the service. Physical meter work, measurement-data management, invoice distribution, collections and accounts-receivable support are outside the scope. The procurement includes a transfer of approximately 17 FTE employees. The contract is open-ended with a minimum term of 36 months. Its estimated value is approximately EUR 4 million excluding VAT, calculated over 48 months. One supplier will be selected; lots, alternative tenders and parallel tenders are not permitted. The negotiated procedure has two stages, with up to five candidates potentially invited to the tender and negotiation stage. The participation application deadline is 12 October 2026 at 12:00, and the final tender deadline is 17 December 2026 at 12:00. Candidates must meet the financial, reference, information-security, language, organisational, continuity and data-protection requirements, and must confirm the absence of exclusion grounds through the ESPD. The final award is based on the best price-quality ratio, with price weighted at 70% and quality at 30%.