Provision of Customer Correspondence Printing and Mailing Services

⁠⁠⁠The services to be performed under the Contract are regular and ad-hoc Printing, Posting and Email Communications as well as Bpay View Management to Ergon Energy Queensland customers.

This includes communications required to meet statutory time-lines, for example those established by the National Energy Customer Framework(NECF http://www.industry.gov.au/Energy/EnergyMarkets/Pages/NationalEnergyCustomerFramework.aspx) 

OBJECTIVE:
The objective of this Agreement is to obtain a high quality and cost effective bulk Printing, Posting and Email Communications service for Ergon Energy Queensland customers, ensuring that the highest levels of confidentiality are maintained and mail outs occur on a reliable basis and within defined time-lines.

SCOPE:
The scope of this project includes provision of bulk Printing, Posting and Email Communications to the Ergon Energy Queensland Customers, across Regional Queensland.

Ergon Energy Queensland has a customer base of approximately 733,000 customers across Regional Queensland.

Ergon Energy Queensland as an Electricity Retailer generates a significant volume of monthly and quarterly Electricity bills on a daily basis as well as, reminder letters, annual and as-required tariff notifications, review letters and other miscellaneous and daily correspondence via Post, BPAY view and Email Communications.

The administration of the credit and collection activities also generates communications including payment plan letters, arrears reminders and disconnection notices.

The Ergon Energy Queensland Vendor Operations team will administer this request for tender and manage any subsequent contract with the assistance of the Ergon Energy Strategic Procurement Group on behalf of Ergon Energy Queensland.

The successful tenderer will need to meet the requirements set out in Section 5, supporting and will:

• Be able to support mail generated by Ergon Energy Queensland systems including, but not limited to, ORACLE CC&B.
• Have the ability to fold and insert multiple documents and other material and miscellaneous items (for example, brochures, bill inserts, welcome packs) into envelopes.
• Have the ability to sort a number of different inserts into specific envelopes as identified in the data (for example, certain letters with bills, or, multiple letters and associated
• Have the ability to identify matching Accounts and group a number of different inserts
• Have the ability to accept delivery from other suppliers of documents, envelopes, and miscellaneous items, and store the same as required.
• Have the ability to deliver items to other suppliers as required.
• Have the ability to undertake scheduled sampling and mail pack audits to meet quality assurance activities.
• Be able to minimise the on-costs of postage by production of mail meeting Australia Post (APO) clean post standards (including but not limited to pre-sorted barcode, overseas & parcels).

The tenderer must be able to receive data for processing either by portable storage media or electronically. Ergon Energy Queensland reserves the right to nominate any of the above data transmission methods, and to change the mode of data transmission during the proposed contract period.

The Service Provider will be required to comply with the Ergon Energy Queensland’s, Data File Transfer and Information Security.
The Service Provider will be required to provide high level transition-in and out plans as part of the submission.
Processing of Returned Mail and providing reporting within specifications and Service Agreement.