BPO services and SaaS operations for the market role of metering point operators (MSB).
In addition to the network management processes of the market role MSB (device management, market communication, change processes in metrology [WiM], measurement data acquisition and transmission, MSB billing, customer contact management, in/outbound management, reporting, CLS management, product management), the future BPO service provider is to set up, operate and provide the complete SaaS operation and the necessary future-proof SaaS platform.
Note: BPO services and SaaS operations for the Utility System Operator (DSO) market role will be awarded in a separate tender.
More detailed information on the subject matter of the order can be found on our website https://www.eam.de/ueber-uns/aktuelle-ausschreibungen/ in the Terms and Conditions of Participation section under the Service Overview Appendix.
The client has currently outsourced the network management processes and systems of the market role metering point operation (MSB) with the contents of device management, market communication, change processes in metrology (WiM), measurement data acquisition and transmission, MSB billing, customer contact management, inbound / outbound management, reporting and product management to a third party (service provider).
This is a market-role-specific tender for the service processes for the market role of metering point operators. In addition to the BPO processes, the subject of the tender includes the complete SaaS operation of the necessary future-proof SaaS platform. Due to legal adjustments, CLS management will be required in the future and will therefore be part of the tender.
Note: BPO services and SaaS operations for the Utility System Operator (DSO) market role will be awarded in a separate tender.
After an orderly and uninterrupted takeover of the corresponding services from the previous service provider, the new contractor must ensure stable, cost-optimal, efficient and safe operation of the required services in accordance with the client's specifications. For the handover of the services to the new contractor, the client has contractually secured corresponding service agreements with the previous service provider.
As an independent provider, the contractor provides services in the field of network management processes for the market role MSB and has special experience in the field of outsourcing these services as well as a modern and flexible system landscape.
The contract term of the operating phase is 5 years plus an extension option by the client for a further 3 years. The additional duration of the transition phase should be specified by the respective applicant in the evaluation criteria (Appendix 1 under No. II.1.4 of the Conditions of Participation). Currently, this duration is estimated at about 18 months.
Full responsibility for productive operation / for the agreed services according to the service level will take place from 01.01.2027 at the latest.
More detailed information on the subject matter of the order can be found on our website https://www.eam.de/ueber-uns/aktuelle-ausschreibungen/ in the Terms and Conditions of Participation section under the Service Overview Appendix.
Volumes related to business processes (as of 31.12.2022)
Number of market locations:
Electricity SLP (reference) approx. 747,000
Current RLM (reference) approx. 5.580
Electricity SLP (feed-in) approx. 60.000
Electricity RLM (feed-in) approx. 3.000
Gas SLP (reference) approx. 107,200
Gas RLM (reference) approx. 385
Gas RLM (feed-in) approx. 1
BPO-Services Mengentreiber 2022
MSB contracts:
Anschlussnutzer ca. 14.000
Suppliers approx. 300,000
MSB billing:
Billing for connection users approx. 13.000
Settlements supplier approx. 273,000
Kundenkontaktmanagement:
Customer contacts - received in writing approx. 5,700
Customer contacts – accepted by telephone approx. 8,350
Alternating processes in metrology:
Registrations and deregistrations Electricity approx. 2.000