IT Systems Tender Northern Powergrid

IT Systems Tender Northern Powergrid

The provision of IT systems to support the customer experience. UK-Castleford: software package and information systems

2012/S 111-184715

Periodic indicative notice – utilities


Directive 2004/17/EC
This notice is a call for competition: no
This notice aims at reducing time-limits for receipt of tenders: no

Section I: Contracting entity

I.1)Name, addresses and contact point(s)

Northern Powergrid Ltd
98 Aketon Road
Contact point(s): Procurement
For the attention of: Stephanie Richards
WF10 5DS Castleford
Telephone: +44 1913877209

Internet address(es):

General address of the contracting entity:

Further information can be obtained from: The above mentioned contact point(s)

I.2)Main activity

I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1)Title attributed to the contract by the contracting entity:

Customer Information Systems Review.
II.2)Type of contract

Service category No 7: Computer and related services
II.3)Short description of the contract or purchase(s):

MidAmerican Energy Holdings Company (MEHC) (a Berkshire Hathaway company) is a parent company of Northern Powergrid. MEHC comprises of seven individual business platforms around the world that operate autonomously but share the common purpose of putting the customer first. With assets that exceed 36 billion dollars and operating revenues in excess of 10 billion dollars MEHC is a leading world-wide energy services provider with approximately 6.9 million customers and approximately 17,800 employees.
Northern Powergrid is one of the United Kingdoms leading electricity distribution companies and serves approximately 3.7 million customers in a 9,600 square mile area in the North East of England Yorkshire and Humberside.
Northern Powergrid bases its success on an ability to adapt to the continually changing energy market whilst remaining focused on core values of safety and customer service.
Northern Powergrid is driven by reference to six key priorities which underpin all its decisions and actions:
— Customer Service,
— Employee Commitment,
— Financial Strength,
— Environmental Respect,
— Regulatory Integrity and,
— Operational Excellence.
Northern Powergrid has reviewed its customer service delivery strategy and is now looking to implement this potentially using a range of systems and tools.
In particular we are looking for information systems that will support the following statement:
We are focused on delivering reliability, dependability, fair prices and exceptional service to our customers. Our commitment to our customers goes beyond the base issues of price and reliability to include communication, responsiveness and overall customer care. We see ourselves as partners with our customers and the communities we serve. We are dedicated to delivering best-in-class performance to meet our customers needs.
Northern Powergrid as part of the review is therefore reviewing its information systems approach supporting provision of customer service and subsequent customer experience (including customer information systems that support any workflow management).
It is essential these systems allow flexibility in their approach and a degree of customer choice.
This exercise relates specifically to systems that would support Northern Powergrids strategy to improve the customer experience and includes the following:
The provision of IT systems to support the customer experience ranging from,
— Providing quotations for services and associated pricing,
— Managing ongoing relationships with customers over a range of different transactions/events.
i. Intelligence around specific relationships with individual customers
ii. Planned Power Cuts
iii. Unplanned Power Cuts
iv. Stakeholder management
v. Supporting our web based services and information
— Tracking the delivery of engineering field based services,
— Provision of regulatory reporting, business reporting (MI) and ad hoc reports,
— Managing customer complaints and proactive customer care.
II.4)Common procurement vocabulary (CPV)

48000000, 48100000

II.5)Scheduled date for start of award procedures and duration of the contract

Scheduled date for start of award procedures: 3.9.2012
II.6)Estimated cost and main terms of financing
II.6.1)Initial estimated cost
II.6.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
II.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes
II.8)Additional information:

The purpose of this exercise is to gather information and market knowledge that will help Northern Powergrid to decide the shape and scope as well as the future arrangements for the provision of Information Systems.
Northern Powergrid wishes to gather information on how best to package any potential tender process to achieve optimum performance in line with our requirements and value for money.
An open day may be held with those who are interested in contributing to this exercise.
To express an interest in this event and exercise please contact Stephanie Richards at: or on telephone number +44 0191 3877209 by no later than close of business on Friday 22.6.2012.

This exercise is for information only and is not a call for competition.
Any companies who wish to be included in any potential call for competition should be fully registered via Achilles UVDB under product code 1.23.8 by 3.9.2012. Please ensure you allow sufficient time for full registration as this can take some time.

Section VI: Complementary information

VI.1)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:
VI.3)Estimated total value of supplies or services contract(s)

VI.4)Date of dispatch of this notice:8.6.2012