Customer-care services

Tender description

The Commission for Energy Regulation invites tenders to this Request for Tenders (‘RFT’) from economic operators for the provision of the services as described in Appendix 1 to this RFT (the ‘Services’). In summary, the Services comprise engaging a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of customer contact services is the purpose of this tender with its main requirement being that the successful Tenderer becomes the CER's 1st point of contact for all customer contact. The Commission for Energy Regulation (CER) is Ireland's independent energy and water regulator. The CER was established in 1999 and now has a wide range of economic, customer protection and safety responsibilities in energy. The CER is also the regulator of Ireland's public water and waste-water system. The CER's primary economic responsibilities in energy cover electricity generation, electricity and gas networks and electricity and gas supply activities. As part of its role, the CER jointly regulates the all-island wholesale Single Electricity Market (SEM) with the Utility Regulator in Belfast. The SEM is governed by a decision-making body known as the SEM Committee, consisting of the CER, the Utility Regulator and an independent member. The overall aim of the CER's economic role is to protect the interests of energy customers. The CER has an important related function in customer protection by resolving complaints that customers have with energy companies. The CER's core focus in safety is to protect lives and property across a range of areas in the energy sector. This includes safety regulation of electrical contractors, gas installers and gas pipelines. In addition the CER is the safety regulator of upstream petroleum safety extraction and exploration activities, including on-shore and off-shore gas and oil. In 2014 the CER was appointed as Ireland's economic regulator of the Irish public water and waste-water sector. The CER has a responsibility to provide a complaint resolution service to Irish Water customers. The CER currently wishes to engage a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of our customer contact service is the purpose of this Tender with its main requirement being that the successful Tenderer becomes the CER's 1st point of contact for all customer contact.