BPO services and SaaS operations for the market role of a distribution system operator (DSO). In addition to the network management processes of the market role of DSOs (grid and feed-in billing for standard load profile customers, device management, supplier changes, change processes in metering [WiM], measured value processing, customer contact management, market communication, receivables management, in/outbound management, reporting including application operation, billing processes for load-profiled customers and feeders [RLM]), the future BPO service provider is to provide the complete Set up, operate and make available SaaS operations and the necessary future-proof SaaS platform.
Note: BPO services and SaaS operations for the metering point operator (MSB) market role will be awarded in a separate tender.
The client has currently outsourced the network management processes and systems of the market role of distribution system operators (DSOs) with the contents of grid and feed-in billing for standard load profile customers, device management, supplier change, change processes in metrology (WiM), measured value processing, customer contact management, market communication, receivables management, in/outbound management, reporting including application operation to a third party (service provider).
In contrast to the current process design, this tender also awards the billing processes for load-profile-measured customers and feeders (RLM). In addition to the BPO processes, the scope of the tender also includes the complete SaaS operation of the necessary future-proof SaaS platform.
This is a market-role-specific invitation to tender for the service processes and systems for the market role of distribution system operators.
Note: BPO services and SaaS operations for the metering point operator (MSB) 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 of DSOs and has special experience in the field of outsourcing of these services as well as a modern and flexible system landscape based on microservices.
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 indicated 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 Appendix 3 "Service Overview".
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
Netzabrechnung:
Billing electricity + gas SLP cycle (purchase) approx. 825,000
Electricity + gas bill SLP final bill (purchase) approx. 226,000
Billing electricity RLM (reference) approx. 66.130
Billing electricity SLP (feed-in) approx. 52.840
Billing electricity RLM (feed-in) approx. 31.680
Billing gas RLM (purchase) approx. 4.550
Kundenkontaktmanagement:
Customer contacts - received in writing approx. 53,620
Customer contacts – accepted by telephone approx. 82,500
Lieferantenwechsel:
Registrations and deregistrations Electricity approx. 366.000
Registrations and deregistrations gas approx. 55.000
Closure / recommissioning:
Sperraufträge ca. 8.570
Entsperraufträge ca. 940