Energia Group Billing System Level 3 Support and Upgrades

The successful Supplier will provide support services for the Energia and Power NI billing systems. The support services will comprise:  Contract take-on, including knowledge transfer from incumbent third level support providers;  Third level diagnosis of incidents. Energia will be responsible for first and second line support;  Providing resolutions or workarounds for defects through changes to customisations or configuration;  Investigation and resolution of application performance issues;  Design and development of application enhancements or small-scale applications within the billing applications area;  Quality management;  System testing of all changes prior to release;  Release of changes to Energia for implementation;  Service management and reporting;  Review, acceptance and support of in-house/external third party developed customisations for Billing system related systems;  Knowledge transfer to the in-house team. SCOPE OF BILLING SYSTEM UPGRADE PROJECTS This section describes Energia's proposed approach to the two upgrade projects. Each of the two CC&B systems must be upgraded from CC&B 2.5 & 2.6 to the latest stable versions of CC&B or to Oracle C2M (with an agreed point release and service pack based on availability at the time of the project). It is envisaged that this upgrade will be primarily a 'technical' upgrade but will also include some functional enhancements and the 'migration' of Business functionality from Oracle deprecated technology to Oracle 'road-mapped' technology e.g. Workflow to Service tasks for Market Engagement processing. Energia is open to moving from CC&B to C2M should Suppliers believe this to be in Energia's best interest.