--- title: "Customer Relationship Management and Billing (CRMB) Platform Procurement (Project Focus)" ocid: "ocds-h6vhtk-0665b4" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0665b4" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0665b4.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0665b4.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "ENERGIA GROUP NI HOLDINGS LIMITED" published: "2026-03-09" --- # Customer Relationship Management and Billing (CRMB) Platform Procurement (Project Focus) Buyer: ENERGIA GROUP NI HOLDINGS LIMITED Current stage: Tender OCID: ocds-h6vhtk-0665b4 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0665b4) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0665b4.json) ## Summary Energia Group NI Holdings Limited has initiated a tender process for the procurement of a Customer Relationship Management and Billing (CRMB) Platform titled "Project Focus." This project falls within the IT services industry, with an emphasis on implementing a SaaS-based system to enhance customer relationship management and billing operations. The procurement is being conducted under the Northern Irish devolved regulations and follows a competitive flexible procurement process. The primary location for this project is Belfast, UK. The tender process is currently active, with an expression of interest deadline set for 15 April 2026. The contract, valued at £150,000,000 (net) and with a potential gross value of £180,000,000, will cover a period from 2027 to 2034, with options for extensions. The procurement is poised at the tender stage, and interested suppliers are required to demonstrate their compliance and capability for both residential and commercial customer segments. This procurement offers substantial business growth opportunities, particularly for companies skilled in delivering cutting-edge SaaS solutions and system implementation services. The ideal candidates would be those offering robust customer relationship management software and experienced in handling large-scale IT integration projects. Suppliers with competencies in AI advancements, customer journey solutions, and energy transition assistance will be at an advantage. This tender presents an opportunity for businesses to establish a long-term partnership with Energia Group, thereby gaining a foothold in the competitive energy sector. Successful bidders can leverage this contract to showcase their expertise and expand their service offerings within Northern Ireland and potentially beyond. ## Notice 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/021069-2026 | | 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 | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 9 Mar 2026 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Jan 2027 - 30 Jan 2034 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £150,000,000 | | Lots value | £150,000,000 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | ENERGIA GROUP NI HOLDINGS LIMITED | | Locality | BELFAST | | Post town | Northern Ireland | | Postcode | BT9 5NF | | Country | Northern Ireland | | ITL 1 | TLN Northern Ireland | | ITL 2 | TLN0 Northern Ireland | | ITL 3 | TLN06 Belfast | | Local authority | Belfast | | Electoral ward | Upper Malone | | Westminster constituency | Belfast South and Mid Down | | Delivery location | TLN Northern Ireland | ## CPV Codes ### Divisions - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 48445000 - Customer Relation Management software package - 48771000 - General utility software package - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 9 Mar 2026 at 17:04 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/021069-2026 ## 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/PleasefullyreadtheattachedConditionsofParticipationdocument.AnySupplierwishingtobesetupontheProcurementPortal(Fusion)tosubmitaResponsemustemailProcurement@Energiagroup.com,withthefollowingdetails: SupplierCompanyName: SupplierAddress: PrimaryContactName: PrimaryContactEmailAddress: PrimaryContactTelephoneNumber: SecondaryContactName: SecondaryContactEmailAddress: SecondaryContactTelephoneNumber: SuppliersmustadviseEnergiaGroupofanyupdatedcontactdetailsduringtheprocurementprocess.Onreceiptofane-mailnotifyingEnergiaGroupthataSupplierwishestosubmitaResponse,EnergiaGroupwillissueaccessandlog-indetailstotheelectronicportalwhichistobeusedforthesubmissionofResponses.Notethate-mailsmustbenobiggerthan20MBinsize-anymessagesbiggerthanthiswillberejectedbyEnergiaGroup'se-mailinfrastructure.Responsessubmittedbyemailwillnotbeaccepted.ReservedRights-Energiareservesthefollowingrights: -torequesttheSuppliertoprovideadditionalclarificationorsupplementaryinformation. -exclude/disqualifyaSupplierthatsubmitsanincomplete/non-compliantresponse .-changeoramendtheRequirementthroughouttheprocurementprocess. -to amend/refinethetendercriteriaorcriteriaweightings,addoramendsubcriteriaand/oradddetailtotheexistingcriteriathroughouttheprocurementprocess.  -towithdrawfrom,change,deviatefromorsuspendtheprocurementprocessatanytimeortoterminatetheprocurementprocessaltogetherandreadvertisetheprocurementrequirement.  -toawardacontracttothepreferredsupplierbasedontheassessmentoftheirinitialtenderwithoutundertakinganynegotiationordialoguewhichmayhavebeenintendedtobepartoftheprocess. - https://www.legislation.gov.uk/ukpga/2023/54/contents ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0665b4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0665b4.json.