IT Systems Tender Northern Powergrid
The provision of IT systems to support the customer experience. UK-Castleford: software package and information systems
Periodic indicative notice – utilities
This notice is a call for competition: no
This notice aims at reducing time-limits for receipt of tenders: no
Section I: Contracting entity
Northern Powergrid Ltd
98 Aketon Road
Contact point(s): Procurement
For the attention of: Stephanie Richards
WF10 5DS Castleford
Telephone: +44 1913877209
General address of the contracting entity: www.northernpowergrid.com
Further information can be obtained from: The above mentioned contact point(s)
Section II: Object of the contract
Service category No 7: Computer and related services
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.
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: Stephanie.firstname.lastname@example.org 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.4)Date of dispatch of this notice:8.6.2012