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UK Power Networks Customer Vulnerability Enduring Partnerships
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Descriptions
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.
Timeline
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Tender Regions
CPV Codes
85322000 - Community action programme
75200000 - Provision of services to the community
79342320 - Customer-care services
79342300 - Customer services
Keywords
community outreach services
local welfare programs
neighborhood support services
public assistance management
social inclusion initiatives
community facility coordination
civic engagement support
residential program delivery
volunteer coordination services
municipal welfare distribution
customer services
client support
consumer assistance
helpdesk services
service desk
customer interaction
service experience management
client relations
after-sales support
customer care
customer-care services
customer support
proactive support
issue resolution
after-sales care
account management
service follow-up
care coordination
relationship maintenance
service recovery
community engagement programs
local civic projects
neighbourhood initiatives
communal development schemes
social inclusion campaigns
participatory projects
local public action
community-driven intervention
civic outreach
grassroots programs
community support services
social welfare provision
personal care services
public engagement programs
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
