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Tender 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. Lot 1: 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.