SSCON5195 - The supply and implementation of a SAAS Business customer data analytics solution and support services

The Contracting Entity intends to procure a contract for the supply and implementation of a SAAS Business customer data analytics solution and support services. The Contracting Entity intends to procure a SAAS solution to provide analytics for business data and support services. The purpose of this tender is to engage with a third-party provider who uses proprietary algorithms to gain insights from business customer data. The successful SAAS provider will be required to work with ESB business customers’ data to deliver insights back to the business. These insights may be delivered back to the customer via a variety of digital channels. In the first three years we envisage that this will include analysis of up to 60K customers’ data. In the following two years we expect this figure to reach 100K customers total. An existing service is in place for two years and processes up to 15K customers’ data on an ongoing basis, providing analytics and business insights to ESB customers in the North of Ireland and Republic of Ireland jurisdictions. It is proposed that the Contract will include (non-exhaustive list – high level scope): • Best Practice end to end roadmap outlining customer contact strategy for first 2 years. • Continuous customer on-boarding. • Delivery of a messaging wrapper to deliver the right message based on analytics to the right customer across all channels. • Program administration tools & relevant incident management & support services. • Best practice security data protection and access management using single-sign-on protocol. • In/out data integration with ESB CIS Systems and customer engagement systems through best practice interfaces. • Provision of an admin/ customer service agent interface that streamlines the support process for ESB staff. • Seamless Integration of Northern Ireland and Republic of Ireland customers, so that regulatory, product and currency differences are noticeable only where required • Seamless Integration of Smart Meter and interval-meter customers data as a

Services

29/01/2021 12:00:00

72000000-5  IT services: consulting, software development, Internet and support