Energia Group Optimizely and nopCommerce Content Management System (CMS) Services, Support and Incident Management Contract

Scope of Procurement Power NI and Energia Energy Online Websites Energy Online (EOL) is an online, paperless billing service that provides our Power NI domestic and commercial customers and Energia domestic customers with 24/7 access to their bills, letters, and payments. In addition, customers can view and amend their direct debit details, personal details, and view and monitor their energy usage. Overview of key features available to customers within the Power NI and Energia Energy Online websites: • Sign in to Energy Online • Register for Energy Online • Top up your Keypad (without registering for Energy Online, or as a registered user) - Power NI only • Pay bills (without registering for Energy Online, or as a registered user) • View bills, letters and statements •Submit a meter reading(s) •Estimate your usage • View and monitor your energy usage • View and amend personal details • View and amend Direct Debit details • Help and support Power NI online Change of Supplier (CoS), Door to Door (D2D) Change of Supplier and online Change of Tenancy (CoT) also sit on the Power NI Energy Online domain. • Online Change of Supplier (CoS) enables a user currently supplied by another energy supplier to register as a new customer with Power NI. • Door to Door (D2D) Change of Supplier is an adaptation of our online Change of Supplier (CoS) and enables our field sales team to switch prospective customers to Power NI. • Online Change of Tenancy (CoT) enables someone who has moved into a property that is already registered with Power NI to register for the property, and also gives our customers the ability to inform us if they're moving house online. Here they can provide us with details on the property they are moving out of, and the details of the property they are moving to. The Power NI and Energia Energy Online websites integrate with our billing platform, CC&B (Customer Care & Billing) and our business owners can view, manage and update the content on both websites via Optimizely CMS (Content Management System). The Power NI Energy Online website is available to view via the following link: https://energyonline.powerni.co.uk/ Online Change of Supplier is available to view via the following link: https://energyonline.powerni.co.uk/switch Online Change of Tenancy is available to view via the following links: • New customer registration: https://energyonline.powerni.co.uk/move-in • Existing customer move: https://energyonline.powerni.co.uk/move-home The Energia Energy Online (EOL) website is available to view via the following link: https://energyonline.energia.ie/ The Power NI and Energia Energy Online websites are currently also wrapped into apps, that are managed by another third-party provider. These apps are available for customers to download on both the App and Google Play Stores. Energia Group Corporate Website The Energia Group website is a brochure website, where we publish content to promote what we're doing right across the Energia Group, in Customer Solutions, Renewables, etc. Visitors to this website can find out more about who we are, what we do, view and download our quarterly and annual reports, view latest news and find out about careers available within the Energia Group. Overview of key features available to customers within Energia Group: • Who we are • Community • Renewables • Innovation • Investor Relations • News and Media • Careers • Contact Us Our business owners can view, manage, and update the content on the Energia Group website via Optimizely CMS (Content Management System). The Energia Group website is available to view via the following link: https://energiagroup.com/ Energia Smart Home Store The Energia Smart Home Store is our ecommerce site where we sell smart home technology, which visitors to the website can purchase to control and monitor their household appliances and devices. Below are some of the products and services available to purchase within Energia Smart Home Store: • Netatmo Smart Thermostat • Google Products • Smart Accessories • Smart Watches • Smart Heating • Smart Lighting • Smart Voice • Smart Weather • Smart Security • Electric Car Charging • Gas Boiler Service Our business owners can view, manage, and update the content on the Energia Smart Home Store via nopCommerce. nopCommerce provide a catalogue frontend where a customer can purchase products from, and an administration tool backend, allowing shopping cart creation. As soon as a visitor to our Smart Home Store purchases a product, their order is sent to our distribution company via Fieldmotion. The Energia Smart Home Store website is available to view via the following link: https://smarthomestore.energia.ie/ Incident Management We also require a vendor who can provide Incident Management support to restore normal operating services in the event of an unplanned, unexpected issue across the following platforms: • Power NI (PNI) Energy Online website, including online Change of Supplier (CoS), Door to Door (D2D) Change of Supplier and online Change of Tenancy (CoT), • Energia Energy Online website, • Energia Smart Home Store website or • Energia Group Corporate website We require access to a team of skilled individuals who can provide support during normal business hours, as well as out of office hours support, in line with our Service Level Agreement (SLA)s. The successful candidate will liaise with our Incident Management team who will raise the incident with third party. Access to the successful candidates ticketing system must be provided so that our Incident Management Team can raise an incident directly on this platform for triage and resolution. This service will be governed by numerous service level agreements (SLAs) such as acknowledgment, communication, and resolution.