Service provider Enova SF’s response service.

Description

The purpose of the procurement is for Enova to enter into a contract with a tenderer that will undertake the operation of Enova's response service ('the Response Service') on behalf of Enova. The assignment includes guidelines on Enova’s support offer and the Energy Labelling Scheme, as well as general consulting on topics in Enova’s work areas. The service performance is connected to inbound and outgoing telephone enquiries, email and internet enquiries (chat and social media). Whilst carrying out the assignment, the tenderer will serve inbound and outbound enquiries for Enova with set requirements for customer statistics, including response time and customer satisfaction. The tenderer will be obliged to operate Enova’s response service in such a manner that the activity contributes to the fulfilment of Enova’s objectives. The current contract period expires on 31.12.2021. The tenderer will be expected to be operative on 1 January 2022 at the latest. Lot 1: The purpose of the procurement is for Enova to enter into a contract with a tenderer that will undertake the operation of Enova's response service ('the Response Service') on behalf of Enova. The assignment includes guidelines on Enova’s support offer and the Energy Labelling Scheme, as well as general consulting on topics in Enova’s work areas. The service performance is connected to inbound and outgoing telephone enquiries, email and internet enquiries (chat and social media). Whilst carrying out the assignment, the tenderer will serve inbound and outbound enquiries for Enova with set requirements for customer statistics, including response time and customer satisfaction. The tenderer will be obliged to operate Enova’s response service in such a manner that the activity contributes to the fulfilment of Enova’s objectives. The current contract period expires on 31.12.2021. The tenderer will be expected to be operative on 1 January 2022 at the latest. The annual contract sum for the assignment is between NOK 10 million and NOK 15 million. Enova is working on an internal project with the goal of making work processes in the entity more efficient. Attention is therefore drawn to the fact that the result of this work can lead to changes in the content and/or scope of the assignment in the contract period.