The assignment is to introduce an IT system that meets the specific needs associated with the supply of energy to customers. The following supplier roles are in scope of this file:

• Social supplier

Electricity and heating are basic needs for every family. If a commercial energy supplier terminates the supply contract and the natural person does not find a new commercial supplier, Fluvius will take on the role of social supplier.

• Uitzonderingsleverancier

Exception provider amounts to very specific market conditions in which the distribution system operator is temporarily placed as access holder in the access register pending closure or regularisation of the situation. The exception provider is responsible for coordinating activities around general public service obligations. This can involve both domestic and non-household customers.

• Noodleverancier

This customer group is intrinsically unpredictable as Fluvius occurs here in unforeseen emergencies, the intervention is always temporary. One of the most important use cases is when people fall without an energy supplier due to, for example, bankruptcy.

• Warmteleverancier

This is a customer segment in development within Energy supplies focused on the supply of heat. The heat customers can be very diverse: companies, tertiary sector, homes, public buildings, ...

The dossier will contain the following parts:

1. The replacement of the current application landscape of Energy Supplies by a professional, qualitative, efficient and future-oriented solution

2. A solution that can be integrated into fluvius' current application landscape to maintain a complete customer view of the energy market for all utilities;

3. A solution to support all customer management tasks for the various sub-processes including:

• Facilitating the inflow and outflow of customers;

• Contractbeheer;

•Communications;

• Invoicing and collection;

• Voorafbetalingsfunctionaliteiten;

• Collection actions for unpaid invoices;

• Making data available to legally required external stakeholders and internal reporting.

4. The participation in the migration from existing customer management systems;

5. The guidance of the solution up to and including the production and the post-implementation;

6. The training via the train-the-trainer principle;

7. The documentation and knowledge transfer to the procurer;

8. Maintaining and keeping the solution up-to-date.

The assignment is to introduce an IT system that meets the specific needs associated with the supply of energy to customers. The following supplier roles are in scope of this file:

• Social supplier

Electricity and heating are basic needs for every family. If a commercial energy supplier terminates the supply contract and the natural person does not find a new commercial supplier, Fluvius will take on the role of social supplier.

• Uitzonderingsleverancier

Exception provider amounts to very specific market conditions in which the distribution system operator is temporarily placed as access holder in the access register pending closure or regularisation of the situation. The exception provider is responsible for coordinating activities around general public service obligations. This can involve both domestic and non-household customers.

• Noodleverancier

This customer group is intrinsically unpredictable as Fluvius occurs here in unforeseen emergencies, the intervention is always temporary. One of the most important use cases is when people fall without an energy supplier due to, for example, bankruptcy.

• Warmteleverancier

This is a customer segment in development within Energy supplies focused on the supply of heat. The heat customers can be very diverse: companies, tertiary sector, homes, public buildings, ...

The dossier will contain the following parts:

1. The replacement of the current application landscape of Energy Supplies by a professional, qualitative, efficient and future-oriented solution

2. A solution that can be integrated into fluvius' current application landscape to maintain a complete customer view of the energy market for all utilities;

3. A solution to support all customer management tasks for the various sub-processes including:

• Facilitating the inflow and outflow of customers;

• Contractbeheer;

•Communications;

• Invoicing and collection;

• Voorafbetalingsfunctionaliteiten;

• Collection actions for unpaid invoices;

• Making data available to legally required external stakeholders and internal reporting.

4. The participation in the migration from existing customer management systems;

5. The guidance of the solution up to and including the production and the post-implementation;

6. The training via the train-the-trainer principle;

7. The documentation and knowledge transfer to the procurer;

8. Maintaining and keeping the solution up-to-date.