Lappeenrannan Energia Oy customer service, information systems and processes procurement

Summary

Lappeenrannan Energia Oy is seeking one provider to take over the integrated customer-service operation for electricity distribution, district heating and water services, including the information systems, tools and processes needed to deliver it. The service covers customer contacts by telephone, email, web service, chat and post; management of the customer information system; coordination of meters and utility connections; preparation of billing data; and market-data exchange and system integrations. Physical meter work and validation of metering data, issuing and delivering bills, debt collection and general enquiries about bills are outside the scope. The service covers approximately 80,538 service locations. Approximately 17 employees will transfer to the selected provider. The estimated value is about EUR 4 million excluding VAT over 48 months; the contract is open-ended with a minimum term of 36 months. The procurement is not divided into lots, partial or alternative tenders are not permitted, and one provider will be selected. The procedure is a negotiated procedure. Applicants must, among other things, demonstrate relevant annual turnover of at least EUR 3 million in each of the last three financial years and provide evidence of the required references, financial capacity, information security and service-delivery capability. Final tenders will be evaluated on price (70%) and quality (30%).