UK Power Networks Customer Vulnerability Enduring Partnerships

Location

United Kingdom:

Description

As part of its RIIO-ED2 commitments, UK Power Networks (UKPN) has developed an ambitious strategy to support vulnerable customers beyond its core responsibilities as a Distribution Network Operator (DNO). This includes tackling fuel poverty and ensuring that no one is left behind in the transition to a net zero future. UKPN has set a target to assist 100,000 vulnerable customers per regulatory year, with an overall ED2 Net Present Value (NPV) target of £10.94 million. Alongside these commitments, we uphold the importance of delivering outstanding customer service, expecting partners to maintain high customer satisfaction levels (CSAT) exceeding 94%. UK Power Networks are looking for trusted partners with a focus on Consumer Vulnerability support services. We require partners who can work with the UK Power Networks' Customer Vulnerability team to target specific activities or groups of customers, as identified through data analysis. Projects will be expected to comprise of services that provide targeted support to fuel poor customers, and which deliver against our targets. These services should include: • Non-in-depth advice • In-depth advice to customers who may be in or at risk of being in fuel poverty • Wider and more enduring support The full scope and specifications of the services can be found in Appendix 2.

Renewal Options

Extension options for up to 2 further years to take us into the next regulatory period. Can be taken in one go, one year at a time, or not at all.

Award Criteria

CPV Codes

• 75200000 - Provision of services to the community
• 79342300 - Customer services
• 79342320 - Customer-care services
• 85322000 - Community action programme
• 98000000 - Other community, social and personal services

Indicators

• This is a recurring contract.
• Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **