Customer Relationship Management and Billing (CRMB) Platform Procurement (Project Focus)

{
  "buyer": {
    "id": "GB-COH-NI033250",
    "name": "ENERGIA GROUP NI HOLDINGS LIMITED"
  },
  "date": "2026-03-09T17:04:42Z",
  "id": "021069-2026",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-0665b4",
  "parties": [
    {
      "additionalIdentifiers": [
        {
          "id": "PDPH-4346-JGHQ",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Belfast",
        "postalCode": "BT9 5NF",
        "region": "UKN06",
        "streetAddress": "Greenwood House, 64 Newforge Lane"
      },
      "contactPoint": {
        "email": "procurement@energiagroup.com"
      },
      "details": {
        "classifications": [
          {
            "description": "Private utility",
            "id": "privateUtility",
            "scheme": "UK_CA_TYPE"
          },
          {
            "description": "Northern Irish devolved regulations apply",
            "id": "GB-NIR",
            "scheme": "UK_CA_DEVOLVED_REGULATIONS"
          }
        ]
      },
      "id": "GB-COH-NI033250",
      "identifier": {
        "id": "NI033250",
        "scheme": "GB-COH"
      },
      "name": "ENERGIA GROUP NI HOLDINGS LIMITED",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": true,
    "awardPeriod": {
      "endDate": "2027-01-01T23:59:59Z"
    },
    "description": "OVERVIEW OF REQUIREMENT \nEnergia is seeking an experienced and forward-thinking Supplier to partner with on a transformative journey: delivering a cutting-edge, SaaS based billing and CRM platform (CRMB Platform), along with expert system implementation services and long-term support services. \nThis procurement includes:\n\u2022\tA SaaS based CRM and billing platform (CRMB Platform), with a managed service\n\u2022\tSystems implementation services\n\u2022\tOngoing post-implementation support services \nCurrent Context\nThe decision to transition to a CRMB Platform is driven by our strategic need to future-proof our operations in a rapidly evolving energy landscape. In addition, moving away from traditional on-premises systems eliminates the need for major infrastructure upgrades in the future, reducing long term operational risk and enabling the business to focus on delivering enhanced value to customers and stakeholders. \nThe current billing systems integrate with a number of internal, external and customer facing systems. These systems are critical to Energia and include (but not limited to); Market systems (which facilitate the sending and receiving of market messages, customer and payment information), customer communications management systems (to send and store all letter and email communications that are sent to customers as well as bills generated by the billing systems), customer account management (online and app solutions), online self-service journeys (to support key processes such as change of supplier, change of tenancy etc), as well as internal and external reporting (Qliksense, Qlikview, Power Bi). \nA detailed overview of the current system architecture is provided in Appendix 2, Scope of Services.\nThe platform must be able to integrate with other key business and market systems.  Customer Experience is a core part of our Positive Energy Strategy, so the platform should enable us to deliver seamless customer journeys, with channels including telephony, email and chat. While also supporting our agents by utilising AI and advances in technology to service customers. \nAdditionally, the platform should support our needs around energy transition to support customers with their core energy supply and future product offerings.\nMigrating to a CRMB Platform will allow Energia to;\n\u2022\tBe at the forefront of the Energy Transition in Ireland and maintain market position through innovative product propositions, demand management and integration with renewables \u0026 flexibility markets\n\u2022\tImplement regulatory changes with minimal disruption to business operations\n\u2022\tMaintain our low cost to serve and excellent customer service credentials\nScope Clarification \nEnergia intends to procure a CRM and Billing Platform capable of supporting both residential and commercial customers. However, depending on market conditions and the outcomes of this procurement, Energia may initially elect to contract for a residential only implementation. Energia reserves the right, at its sole discretion, to (i) defer onboarding of some or all commercial customer cohorts to a later phase, or (ii) undertake a separate procurement for commercial customer requirements.\nSuppliers must therefore demonstrate their ability to support both residential and commercial customer segments. Any phased implementation will not prejudice the competition or the evaluation of supplier capability.\nSystems Implementation Services\nWe require systems implementation services to assist Energia in the configuration and deployment of the solution. The services will include dealing with multiple stakeholders from across a range of functions in Energia to support the Energia team on key decisions or issues as they arise. \nThe Supplier will be responsible for defining the implementation plan and delivery methodology, data migration strategy, provision of detailed documentation to support integration requirements (E.g. API etc), solution design, completion of all relevant test phases, hypercare and activities required to transition into live support. This will include but not limited to localisation for integration if required. The Supplier must also provide insights to any transformational opportunities not identified by the internal project team while ensuring the system is set up as a \"best in class\" CRMB Platform.  \nDocumentation of the system processes and associated training is a key requirement for full delivery of the project.\nOngoing Support Services \nFollowing implementation, Energia will require ongoing system support from the software provider (over the lifetime of the contract) to include but not limited to:\n\u2022\tHelpdesk availability via telephone, email or the suppliers ticketing system\n\u2022\tProblem Management Processes\n\u2022\tMaintaining technical documentation for Energia use\n\u2022\tManage the Release Management Process including testing.\nSupport requirements are detailed within the Scope of Services document.",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "documentType": "biddingDocuments",
        "format": "application/pdf",
        "id": "A-13082",
        "url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-13082"
      },
      {
        "datePublished": "2026-03-09T17:04:42Z",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "021069-2026",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/021069-2026"
      }
    ],
    "expressionOfInterestDeadline": "2026-04-15T12:00:00+01:00",
    "id": "EGTI2503",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Customer Relation Management software package",
            "id": "48445000",
            "scheme": "CPV"
          },
          {
            "description": "General utility software package",
            "id": "48771000",
            "scheme": "CPV"
          },
          {
            "description": "IT services: consulting, software development, Internet and support",
            "id": "72000000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKN"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "name": "Technical / Quality",
              "numbers": [
                {
                  "number": 60,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "name": "Legal",
              "numbers": [
                {
                  "number": 10,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "name": "Cost",
              "numbers": [
                {
                  "number": 30,
                  "weight": "percentageExact"
                }
              ],
              "type": "price"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2034-01-30T23:59:59Z",
          "maxExtentDate": "2037-01-30T23:59:59Z",
          "startDate": "2027-01-31T00:00:00Z"
        },
        "hasRenewal": true,
        "id": "1",
        "renewal": {
          "description": "The initial contract term will be for a period of 7 years, with an option to extend the contract by a further 3 x 12-month periods subject to annual review. Extending the contract will be at Energia\u0027s discretion."
        },
        "status": "active",
        "value": {
          "amount": 150000000,
          "amountGross": 180000000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "PROCUREMENT PROCESS \nIt is envisaged that the CFP will be conducted in the following stages.  Please note, stages are subject to change. Stages outlined below may not be availed of even though they were intended to be at the COP stage. This will be at Energia\u0027s discretion. More information about the stages will be available in the Invitation to Tender instructions.\nSTAGE 1 - COMPLETENESS / COMPLIANCE CHECK\nResponses will be subjected to a check to ensure that the Supplier has provided a complete and compliant response to all questions and requirements requested. Failure to submit a complete/compliant response may result in the Supplier being excluded from the process.\nSTAGE 2 - CONDITIONS OF PARTICIPATION\nThose Suppliers that submit a complete and compliant response, will have their response assessed against the criteria stated in Annex 3 - COP Assessment and Supplier Response. The Supplier must commit in their response that they are able to meet the criteria. \nEnergia will use Stage 2 to confirm that neither the Supplier, nor any related persons within its corporate group, associate persons relied on to meet the COP or sub-contractors are listed on the Cabinet Office debarment list. If any such entities are on the debarment list, Energia will consider its obligations under the Act.\nIt is envisaged that Energia will shortlist all Suppliers who, following evaluation, have received a Pass in all criteria at Conditions of Participation. \nSuppliers must note the minimum score requirements within the Technical and Professional Ability questions.\nAny Supplier who fails to achieve the minimum scoring requirements will not be eligible for further consideration and therefore will not move to the next stage of the procurement process.\nSTAGE 3 - INVITATION TO SUBMIT INITIAL TENDERS \nShortlisted Suppliers will receive an Invitation to Tender (ITT) from Energia requesting them to submit an initial tender response. The initial tender response will be assessed for the purpose of informing the content/agenda for dialogue/negotiations. \nWhere a Supplier scores below an acceptable score in any criteria and/or fails to satisfy a mandatory requirement, at any stage of the process, Energia will reserve the right to remove the Supplier from the procurement process.  The ITT will specify what Energia regards as an unacceptable score for any criteria or requirement and any mandatory requirements that apply. More information about this stage will be available in the ITT instructions.\nEnergia reserve the right to award the contract to the Preferred Supplier based on the assessment of their initial tender without undertaking any negotiation or dialogue which may have been intended to be part of the process at the start of the CFP.\nSTAGE 4 - INVITATION TO PARTICIPATE IN DIALOGUE/ TO NEGOTIATE\nShortlisted Suppliers may receive an invitation from Energia to participate in dialogue/negotiate meetings. More information about this stage will be available in the ITT instructions. \nEnergia reserves the right to shortlist further at this stage of the process and shortlisted Suppliers will be invited to submit a final tender as detailed below. \nSTAGE 5 - INVITATION TO SUBMIT FINAL TENDERS\nFinal tenders will be submitted as per the below timetable. \nEnergia will confirm that neither the Supplier, nor any related persons within its corporate group, associate persons relied on to meet the COP, or sub-contractors are listed on the Cabinet Office debarment list. If any such entities are on the debarment list, Energia will consider its obligations under the Act.\nSuppliers remaining in the process will be invited to submit a final tender. More information about this stage will be available in the ITT instructions. The contract will be awarded to the Supplier that submits to Energia the MAT following the assessment of all criteria, including any demonstration, if requested within the ITT.  A maximum of 100 marks will be available in the scoring of submissions.  \nOnce the assessment is concluded, Suppliers that submitted a final tender will be notified of the tender outcome and Energia will publish the Contract Notice on the CDP. This will commence the mandatory standstill period. \nSTAGE 6 - PREFERRED SUPPLIER STAGE\nThis stage will commence once a Preferred Supplier has been identified, approved and if the mandatory standstill period has ended without interruption. This stage will allow for clarification or confirmation of commitments made during the process. Post tender negotiations with the preferred Supplier can commence during this stage if required."
    },
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive flexible procedure",
    "specialRegime": [
      "utilities"
    ],
    "status": "active",
    "submissionMethodDetails": "https://procurement.energiagroup.com/\nPlease fully read the attached Conditions of Participation document. Any Supplier wishing to be set up on the Procurement Portal (Fusion) to submit a Response must email Procurement@Energiagroup.com , with the following details:\u202f\nSupplier Company Name:\u202f\nSupplier Address:\u202f\nPrimary Contact Name:\u202f\nPrimary Contact Email Address:\u202f\nPrimary Contact Telephone Number:\u202f\nSecondary Contact Name:\u202f\nSecondary Contact Email Address:\u202f\nSecondary Contact Telephone Number:\u202f\nSuppliers must advise Energia Group of any updated contact details during the procurement process. On receipt of an e-mail notifying Energia Group that a Supplier wishes to submit a Response, Energia Group will issue access and log-in details to the electronic portal which is to be used for the submission of Responses. Note that e-mails must be no bigger than 20MB in size - any messages bigger than this will be rejected by Energia Group\u0027s e-mail infrastructure. Responses submitted by email will not be accepted.\nReserved Rights - Energia reserves the following rights:\u202f \n-to request the Supplier to provide additional clarification or supplementary information.\u202f \n-exclude/disqualify a Supplier that submits an incomplete/non-compliant response\u202f. \n-change or amend the Requirement throughout the procurement process.\u202f \n-to\u202famend/refine the tender criteria or criteria weightings, add or amend sub criteria and/or add detail to the existing criteria throughout the procurement process.\u202f\u202f \n-to withdraw from, change, deviate from or suspend the procurement process at any time or to terminate the procurement process altogether and readvertise the procurement requirement.\u202f\u202f \n-to award a contract to the preferred supplier based on the assessment of their initial tender without undertaking any negotiation or dialogue which may have been intended to be part of the process.",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "title": "Customer Relationship Management and Billing (CRMB) Platform Procurement (Project Focus)",
    "value": {
      "amount": 150000000,
      "amountGross": 180000000,
      "currency": "GBP"
    }
  }
}