France – Customer services – Prestations de traitement des activités d'Accueils de Relation Client pour Enedis

In the context of its industrial policy and in light of evolving customer demands, notably with the acceleration of the ecological transition and the development of new uses of electricity, Enedis is externalising part of its synchronous and asynchronous reception activities. The externalisation of activities is a lever that allows Enedis to strengthen its capacity to manage the inherent fluctuations of any customer relationship and to smooth out the variations in Front Office and Back Office activities related to major external or internal transformations to Enedis. Enedis wishes to engage Contractor(s) to carry out some of these reception activities for: • Handling and processing customer requests (incoming and outgoing multi-channel requests) synchronously or asynchronously, • Benefiting from the specific expertise of external companies that will provide proposals for continuous improvement solutions, • Enabling Enedis to better smooth out the distribution of customer activities and manage the variations in workloads, particularly due to seasonal changes in customer demand, whatever they may be, • Processing customer requests during extended hours in the evening and on Saturdays.

Subject of the purchase: The Reception Activities, the subject of the future contract's service, are broken down into 4 types of reception activities: • Distribution Reception: corresponds to requests directly addressed to Enedis by customers and to Enedis' customer contact activities as part of its role as electricity distribution network manager. • Transmission Reception: corresponds to requests addressed to Enedis by suppliers as part of their electricity supply activity to their customers. • Connection Reception: corresponds to incoming customer contacts and the processing of part of the connection requests from consumer customers. • Producer Reception: corresponds to requests addressed to Enedis by producers, relating to a connection or a need in the day-to-day management of their contract. The contract will be divided among three Contractors to cover all needs across the national territory. Each Contractor will commit to allocating at least 8% of the volume of productive hours (time necessary to carry out the activities entrusted) to advisors with disabilities.