Date of dispatch of this notice: 27/04/2022
External Reference: 2022-205034
TED Reference: 2022/S 085-231323
Contract award notice - utilities
Information
Published
Contract award notice - utilities
Contract award notice – utilities
Results of the procurement procedure
Services
Directive 2014/25/EU
Section I: Contracting entity
I.1)
Name and addresses
Electricity Supply Board ( ESB )
N/A
2 Gateway
Dublin 3
East Wall Road
IE
Contact person:
Stephen Lawton
Telephone:
+353 17026836
E-mail:
stephen.lawton@esb.ie
NUTS code:
IE -
IRELAND
Main address:
http://www.esb.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377
I.6)
Main activity
Electricity
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
The supply and implementation of a SAAS Business customer data analytics solution and support services
Reference number:
SSCON5195
II.1.2)
Main CPV code
72000000
-
IT services: consulting, software development, Internet and support
II.1.3)
Type of contract
Services
II.1.4)
Short description
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.
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.
II.1.6)
Information about lots
This contract is divided into lots:
no
II.2)
Description
II.2.2)
Additional CPV code(s)
72000000
-
IT services: consulting, software development, Internet and support
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
Main site or place of performance:
Ireland
II.2.4)
Description of the procurement
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 appropriate, including increasing volume of Smart Meter data as national rollout of smart meters proceeds
• Delivery of data to enable – for example:
o Interactive charts displaying energy use in Euros, kWh, or CO2 emissions
o Provision of customer Alerts & Notifications.
o Provision of energy statements including comparison data, peer to peer comparison, high level disaggregation, hints & tips
o Bill alert notifications
o Weekly/Monthly/Bi-Monthly consumption notifications
o Time related consumption analysis for Smart Meter customers
o Ability to segment customer by industry or size, and to provide potential actions based on this
The successful partner will collaborate with ESB to offer ongoing, personalized, digital tools and marketing to business customers in a comprehensive engagement program. All customers will have access to a digital platform and will be able to configure their own information and communications preferences.
The smooth handover of customers from the existing solution to the new platform is a key component of the first year of the contract. Disruption to customers and ESB service personnel must be minimised and ability to deal with incumbent software solutions and transfer customers must be demonstrated at tender stage.
The successful partner will be required to specify, design, build, and test the new portal as well as mange the ongoing campaigns for the program.
The main deliverables will be:
• Program Recruitment Campaign
• Ongoing Outbound Report Campaign
• Portal Landing Page
• Energy Management Portal
• Alerts & Notifications
• Customer Service Web Interface
• Program Administration Tools
• Data Hosting
• Integration with ESB CIS, customer portal and data warehouse Systems
• Measurement and Validation of Results
IT Architecture
The applicant must have a solution that is capable of integrating the target IT architecture as detailed in Section A.1.1 of the Pre-Qualification Questionnaire.
IT Security
The applicant must have a solution that is capable of meeting the following criteria;
• Any Cloud Based solution should be compatible with Microsoft Azure (ESB’s cloud services provider)
• The solution must have the capability to integrate with SAP Multichannel for Utilities
• The solution must have the capability to integrate with ESB’s data integration platform so data can be gathered in ESB’s Data Lake
• The solution must provide an identity management solution
• The solution must integrate with ESBs existing Business Online platform and Single-Sign-On
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 appropriate, including increasing volume of Smart Meter data as national rollout of smart meters proceeds
• Delivery of data to enable – for example:
o Interactive charts displaying energy use in Euros, kWh, or CO2 emissions
o Provision of customer Alerts & Notifications.
o Provision of energy statements including comparison data, peer to peer comparison, high level disaggregation, hints & tips
o Bill alert notifications
o Weekly/Monthly/Bi-Monthly consumption notifications
o Time related consumption analysis for Smart Meter customers
o Ability to segment customer by industry or size, and to provide potential actions based on this
The successful partner will collaborate with ESB to offer ongoing, personalized, digital tools and marketing to business customers in a comprehensive engagement program. All customers will have access to a digital platform and will be able to configure their own information and communications preferences.
The smooth handover of customers from the existing solution to the new platform is a key component of the first year of the contract. Disruption to customers and ESB service personnel must be minimised and ability to deal with incumbent software solutions and transfer customers must be demonstrated at tender stage.
The successful partner will be required to specify, design, build, and test the new portal as well as mange the ongoing campaigns for the program.
The main deliverables will be:
• Program Recruitment Campaign
• Ongoing Outbound Report Campaign
• Portal Landing Page
• Energy Management Portal
• Alerts & Notifications
• Customer Service Web Interface
• Program Administration Tools
• Data Hosting
• Integration with ESB CIS, customer portal and data warehouse Systems
• Measurement and Validation of Results
IT Architecture
The applicant must have a solution that is capable of integrating the target IT architecture as detailed in Section A.1.1 of the Pre-Qualification Questionnaire.
IT Security
The applicant must have a solution that is capable of meeting the following criteria;
• Any Cloud Based solution should be compatible with Microsoft Azure (ESB’s cloud services provider)
• The solution must have the capability to integrate with SAP Multichannel for Utilities
• The solution must have the capability to integrate with ESB’s data integration platform so data can be gathered in ESB’s Data Lake
• The solution must provide an identity management solution
• The solution must integrate with ESBs existing Business Online platform and Single-Sign-On
II.2.11)
Information about options
Options:
yes
Description of options:
It is envisaged the term of the contract commences on the date when services commence and shall be for a period of up to 36 months with an option to extend after the initial period of up to 24 Months from the expiry of the initial period, for a total contract period of 60 Months.
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 IV: Procedure
IV.1)
Description
IV.1.1)
Type of procedure
Negotiated procedure with prior call for competition
IV.1.8)
Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement
: yes
IV.2)
Administrative information
IV.2.1)
Previous publication concerning this procedure
Notice number in the OJ S: 2020/S 240-594683
Section V: Award of contract
Contract No: 1
Title: The supply and implementation of a SAAS Business customer data analytics solution and support services
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
10/03/2022
V.2.3)
Name and address of the contractor ( Agree to publish? yes )
Uplight Inc.
141912137
2530 Junction Place, 2nd Floor
Boulder
80302
US
Telephone:
+1 7202019624
E-mail:
proposals@uplight.com
NUTS code:
US -
United States
The contractor is an SME : yes
Section VI: Complementary information
VI.3)
Additional information
1) Interested parties must register their interest on the eTenders website (http://www.etenders.gov.ie/) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (http://www.etenders.gov.ie/) only. Registration is free of charge. The contracting entity will not accept responsibility for information relayed (or not relayed) via third parties
2) This is the sole call for competition for this service.
3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the contract one or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract, the contracting entity reserves the right to invite the next highest scoring tenderer to join the contract and/or deliver the contract as appropriate to the circumstances pertaining to said contract.
7) At its absolute discretion, the contracting entity may elect to terminate this procurement process at any time.
8) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases, it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words "or equivalent" will always be appended.
9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.
10) At Section II.2.9 we have indicated that 5 will be invited to tender, please note that the contracting entity reserves the right to invite at least 5, subject to that number qualifying.
2) This is the sole call for competition for this service.
3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the contract one or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract, the contracting entity reserves the right to invite the next highest scoring tenderer to join the contract and/or deliver the contract as appropriate to the circumstances pertaining to said contract.
7) At its absolute discretion, the contracting entity may elect to terminate this procurement process at any time.
8) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases, it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words "or equivalent" will always be appended.
9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.
10) At Section II.2.9 we have indicated that 5 will be invited to tender, please note that the contracting entity reserves the right to invite at least 5, subject to that number qualifying.
VI.4)
Procedures for review
VI.4.1)
Review body
Chief Registrar
Four Courts, Inns Quay
Dublin 7
IE
Telephone:
+353 18886000
Internet address:
http://www.courts.ie
VI.4.2)
Body responsible for mediation procedures
Not Applicable
Ireland
IE
VI.4.4)
Service from which information about the review procedure may be obtained
Suppliers own legal advisor
Ireland
IE