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

Notice Title

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

Notice Description

OVERVIEW OF REQUIREMENT Energia 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. This procurement includes: * A SaaS based CRM and billing platform (CRMB Platform), with a managed service * Systems implementation services * Ongoing post-implementation support services Current Context The 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. The 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). A detailed overview of the current system architecture is provided in Appendix 2, Scope of Services. The 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. Additionally, the platform should support our needs around energy transition to support customers with their core energy supply and future product offerings. Migrating to a CRMB Platform will allow Energia to; * Be at the forefront of the Energy Transition in Ireland and maintain market position through innovative product propositions, demand management and integration with renewables & flexibility markets * Implement regulatory changes with minimal disruption to business operations * Maintain our low cost to serve and excellent customer service credentials Scope Clarification Energia 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. Suppliers 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. Systems Implementation Services We 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. The 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. Documentation of the system processes and associated training is a key requirement for full delivery of the project. Ongoing Support Services Following implementation, Energia will require ongoing system support from the software provider (over the lifetime of the contract) to include but not limited to: * Helpdesk availability via telephone, email or the suppliers ticketing system * Problem Management Processes * Maintaining technical documentation for Energia use * Manage the Release Management Process including testing. Support requirements are detailed within the Scope of Services document.

Lot Information

Lot 1

Renewal: 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's discretion.

Publication & Lifecycle

Open Contracting ID

ocds-h6vhtk-0665b4

Publication Source

Find A Tender Service

Latest Notice

https://www.find-tender.service.gov.uk/Notice/021069-2026

Current Stage

Tender

All Stages

Tender

Procurement Classification

Notice Type

UK4 - Tender Notice

Procurement Type

Standard

Procurement Category

Services

Procurement Method

Selective

Procurement Method Details

Competitive flexible procedure

Tender Suitability

Not specified

Awardee Scale

Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

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CPV Codes

48445000 - Customer Relation Management software package

48771000 - General utility software package

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value

£150,000,000 £100M-£1B

Lots Value

£150,000,000 £100M-£1B

Awards Value

Not specified

Contracts Value

Not specified

Notice Dates

Publication Date

9 Mar 20266 months ago

Submission Deadline

Not specified

Future Notice Date

Not specified

Award Date

Not specified

Contract Period

31 Jan 2027 - 30 Jan 2034 Over 5 years

Recurrence

Not specified

Notice Status

Tender Status

Active

Lots Status

Active

Awards Status

Not Specified

Contracts Status

Not Specified

Contracting Authority (Buyer)

Main Buyer

ENERGIA GROUP NI HOLDINGS LIMITED

Contact Name

Available with D3 Tenders Premium →

Contact Email

Available with D3 Tenders Premium →

Contact Phone

Available with D3 Tenders Premium →

Buyer Location

Locality

BELFAST

Postcode

BT9 5NF

Postcode Area

Northern Ireland

Country

Northern Ireland

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Major Region (ITL 1)

TLN Northern Ireland

Basic Region (ITL 2)

TLN0 Northern Ireland

Small Region (ITL 3)

TLN06 Belfast

Delivery Location

TLN Northern Ireland

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Local Authority

Belfast

Electoral Ward

Upper Malone

Westminster Constituency

Belfast South and Mid Down

Notice Documents

• https://www.find-tender.service.gov.uk/Notice/021069-2026
  9th March 2026 - Tender notice on Find a Tender
• https://www.find-tender.service.gov.uk/Notice/Attachment/A-13082
  

Notice URLs

• https://procurement.energiagroup.com/
• https://procurement.energiagroup.com/ Please 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:  Supplier Company Name:  Supplier Address:  Primary Contact Name:  Primary Contact Email Address:  Primary Contact Telephone Number:  Secondary Contact Name:  Secondary Contact Email Address:  Secondary Contact Telephone Number:  Suppliers 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's e-mail infrastructure. Responses submitted by email will not be accepted. Reserved Rights - Energia reserves the following rights:  -to request the Supplier to provide additional clarification or supplementary information.  -exclude/disqualify a Supplier that submits an incomplete/non-compliant response . -change or amend the Requirement throughout the procurement process.  -to amend/refine the tender criteria or criteria weightings, add or amend sub criteria and/or add detail to the existing criteria throughout the procurement process.   -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.   -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.
• https://www.legislation.gov.uk/ukpga/2023/54/contents