Office-support services

Tender description

The Utilities outsource some non-voice back office processing activities. These processing activities are to be undertaken on the Client’s IT systems. The Utilities wish to appoint a provider to process defined work activities. The current activity levels are circa 2 000 000 transactions per annum. The suppliers’ flexibility to increase/decrease this volume throughout the contract term in line with business requirements is essential. The work types covered include: 1) Post routing — this is where incoming scanned documents are allocated into correct work-streams; 2) Billing enquiries — including but not limited to customers’ moving house, payment plans, financial adjustments; 3) Credit management — including but not limited to insolvency, county court claims, vulnerable customers and 4) Metering — including but not limited to new account creation, meter installations, meter exchanges. The requirements will evolve in line with technology, notably RPA (Robotic Process Automation) and the use of web-chat services. The Utilities wish to appoint a vendor with in-depth experience of process automation and that is familiar with the operation of web chat services and social media management.