Brief
PKS Sähkönsiirto Oy is seeking suppliers for customer service, billing, and measurement services related to its electricity network operations. The procurement aims to simplify, centralize, and enhance the efficiency of the buyer's operations. A key aspect of this procurement is that the buyer will sell its customer service functions to the selected service provider, making this a business transaction requirement for the contract. Currently, the buyer's customer, billing, and measurement services are carried out across various operational units, and this procurement is driven by the need for operational simplification and centralization. As part of this arrangement, the buyer will also outsource its operational services as a separate procurement. The service package includes customer service, billing services, sales ledger services, collection services, and measurement services. The procurement also includes a customer information system necessary for delivering the aforementioned services. Customer service will respond to inquiries and requests for advice from the buyer's customers through selected service channels in Finnish and English. It will provide expert services to end customers, covering everything from lifecycle services for electricity connections to various technical support tasks, as well as entering into agreements for new connections, additional connections, service agreements, and other connection changes with low-voltage network customers. Billing services will involve generating, verifying, distributing invoices, and managing any related data changes. The billing process starts with receiving measurement or billing data and ends when the invoice is sent to the distribution operator and sales ledger. The billing service includes invoicing for ongoing contracts, connection invoices, additional products, and individual invoices delivered to the customer using the desired distribution channel. Sales ledger services will involve creating invoice and ledger data, receiving and processing bank data into the billing and sales ledger system, and sending performance data to the buyer daily through an accounting interface. The service includes monthly reconciliation of the sales ledger and accounting with the buyer. Collection services will consist of payment reminders, collections, and post-collections. General industry terms will set the framework for sending collection letters and possible follow-up actions in the collection process. Credit management will comply with applicable legislation, regulations from the Energy Authority, general industry contract terms, good collection practices defined by consumer authorities, and the buyer's own credit policy. Measurement services will ensure the operation of electricity meters; collaboration with meter installers/contractors; monitoring measurement data from the measurement data system, billing system, and data hub; testing and development of the measurement data system; correcting measurement errors in the measurement data system; managing communication channels with market participants; establishing measurement points and production unit measurements in the data hub; and billing for balance errors based on data produced by the data hub.
