Periodic indicative notice – utilities
This notice is a call for competition
Section I: Contracting
entity
I.1) Name and addresses
SSE plc
SC117119
200 Dunkeld Road
Perth
PH1 3AQ
UK
Contact person: Paul Midgley
Telephone: +44 7721403676
E-mail: paul.midgley@sse.com
NUTS: UK
Internet address(es)
Main address: https://www.sse.com/
Address of the buyer profile: https://sse.app.jaggaer.com/web/index.html
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://sse.app.jaggaer.com/web/index.html
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://sse.app.jaggaer.com/web/index.html
Tenders or requests to participate must be sent to the abovementioned address
I.6) Main activity
Electricity
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
N/A
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
SSEN Distribution requires a number of agents to answer inbound Emergency Calls and provide a significant number of additional agent where there are extreme weather conditions or similar emergency situation.
Problem statement: SSEN Distribution wants to provide the highest level of customer service at all times, but
we are aware that during times of increased power outages as a result of unplanned faults, dirty days and forecasted storms, we require additional resource to provide the same high level of service during BAU days.
SSEN Distribution recognises the extra support customers require during storm events, therefore having an effective way to quickly increase call taking capacity in the event of an unplanned fault or confidently resource for a forecasted storm and is thus considering an outsourcing solution, in addition to our internal storm helper
workforce.
Requirement:
• Provision of trained resource to the required capacity to support peak call volumes when CCC capacity is exceeded (25-35 days per year).
o Note: Fault scenarios are unplanned therefore an ‘on demand’ type model is preferred.
o Note: Capacity modelling suggests support of up to 45 additional call takers would be required for major
fault scenarios, increasing to >200 in the event of significant storms such as Storm Ciara (Feb 2020).
• Support follow up activities post event such as providing customer progress updates, telephony support to Priority Service Register (PSR) customers, completing final call backs and responding to complaints. Residual activities can continue for a number of days following the onset of a weather event.
Outcomes: Maintenance of SSEN customer service standards during fault and storm scenarios, preserving performance against key performance metrics - average speed of answer (ASA), abandon rate and Broad Measure of Customer Satisfaction (BMCS). This will in turn manage the safety risk associated with delays in taking calls related to reports of damage and other safety issues. KPIs and SLAs to be discussed.
If you are interested in bidding for this contract or require further information please email your Expression of Interest to Paul Midgley at: paul.midgley@sse.com no later than 16:00hrs 22nd July 2024.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
SSEN Distribution requires a number of agents to answer inbound Emergency Calls and provide a significant number of additional agent where there are extreme weather conditions or similar emergency situation.
Problem statement: SSEN Distribution wants to provide the highest level of customer service at all times, but we are aware that during times of increased power outages as a result of unplanned faults, dirty days and forecasted storms, we require additional resource to provide the same high level of service during BAU days.
SSEN Distribution recognises the extra support customers require during storm events, therefore having an effective way to quickly increase call taking capacity in the event of an unplanned fault or confidently resource for a forecasted storm and is thus considering an outsourcing solution, in addition to our internal storm helper
workforce.
Requirement:
• Provision of trained resource to the required capacity to support peak call volumes when CCC capacity is exceeded (25-35 days per year).
o Note: Fault scenarios are unplanned therefore an ‘on demand’ type model is preferred.
o Note: Capacity modelling suggests support of up to 45 additional call takers would be required for major fault scenarios, increasing to >200 in the event of significant storms such as Storm Ciara (Feb 2020).
• Support follow up activities post event such as providing customer progress updates, telephony support
to Priority Service Register (PSR) customers, completing final call backs and responding to complaints. Residual activities can continue for a number of days following the onset of a weather event.
Outcomes: Maintenance of SSEN customer service standards during fault and storm scenarios, preserving
performance against key performance metrics - average speed of answer (ASA), abandon rate and Broad Measure of Customer Satisfaction (BMCS). This will in turn manage the safety risk associated with delays in taking calls related to reports of damage and other safety issues. KPIs and SLAs to be discussed.
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
Condition of participation & required to be invited to bid.
1.The Supplier operation must be UK & Ireland based and not based offshore.
2. Ability to provide on demand additional agents at short notice
3. Agents must be fluent in spoken & written English and have a good level of comprehension.
4. Either already be registered on the Jagger eSourcing portal or be willing to register on the portal.
Further information on the Jagger portal can be found at the following address:
https://sse.app.jaggaer.com/web/index.html
If you meet the above conditions and wish to be invited to bid for this contract please email your expression of interest to Paul Midgley Senior Category Manager at:
paul.midgley@sse.com
Expression of Interest & Applications to be invited to bid must be received not later than 16:00hrs Monday 22nd July 2024.
III.1.4) Objective rules and criteria for participation
For further details and to submit your expression of interest please email Paul Midgley at: paul.midgley@sse.com no later than 16:00hrs Monday 22nd July 2024.
III.2) Conditions related to the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Negotiated with call for competition
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement with a single operator.
Justification for any framework agreement duration exceeding 8 years: This will be a 4 year term which will be reviewed annually.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.2) Time limit for the receipt of applications for an invitation to tender or to negotiate/Time limit for receipt of expressions of interest
Date:
22/07/2024
Local time: 16:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.2.5) Scheduled date for start of award procedures
30/09/2024
Section VI: Complementary information
VI.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3) Additional information
To be invited to participate in the tender you must submit your expression of interest to paul.midgley@sse.com by no later than 16:00hrs Monday 22nd July 2024.
The full scope of service will be provided upon request please email your request to Paul Midgley at: paul.midgley@sse.com
VI.4) Procedures for review
VI.4.1) Review body
SSE Service PLc
Glasgow
UK
VI.5) Date of dispatch of this notice
21/06/2024