Customer Support System (DMS)

The Savon Voima Verkko Oy in Finland from Europe region has released this tender for Savon Voima Verko (hereinafter referred to as SVV, the client) aims to acquire a modern, efficient and scalable operation support system (DMS) that supports both current and future network management, customer service and electricity network automation needs. The planned life cycle of the system to be acquired is at least 10 years. The DMS system supports the use, monitoring, optimization and disturbance management of the electricity network. The key tasks of the system are: • Provide real-time visibility into the network status • Support the operational decision-making of the operation officer • Enable efficient management of fault interruptions and fault repair • Enable reporting of key indicators of electricity network operations • Integrate with the rest of the network companys system. Key functionalities of the system: The system receives almost real-time AMR meter data, performs power distribution calculations and alerts about deviations. The functions include usage monitoring, fault management (including automatic fault location assessment), network modeling and simulation, outage management, and reporting and analytics. In addition, the system supports capacity management, earth-fault protection calculation, and a comprehensive view of the protection status. System architecture, user interface, and integrations: The system is acquired as an on-premise solution for the subscribers virtual environment. The system must be available 24/7, fault-tolerant, and redundant. The user interface must be clear, map-based, mobile- and browser-compatible, offering real-time updates and filtering options. The system must enable two-factor authentication for remote use. The system must integrate with several external systems through the subscribers integration platform, such as NIS, GIS, SCADA, customer information, weather system, task management, work control, measurement data, AMR, and telephone system. Summary of the procurement: The procurement includes an information system package to be implemented in the customers own server or virtual environment, which covers at least the systems software and licenses, installation, configuration, integration, data migration, testing, documentation, user and maintenance training, production deployment and maintenance and support services in accordance with the agreement. Support, maintenance and expert services related to the use of the operation support system that is the subject of the procurement must be provided in Finnish. More detailed requirements regarding the service level and service content are presented in the annexes to the preliminary invitation to tender. The scope and content of the procurement and the related technical and functional specifications are described in more detail in the preliminary invitation to tender attached to this request for participation and its annexes. Some of the annexes to the preliminary invitation to tender are confidential and will only be submitted to the tenderers selected for the tendering phase. During the procurement procedure, the customer will provide the Tenderers with confidential information and material,which is related to the Clients critical infrastructure and its operations. Therefore, the Tenderer must sign the confidentiality agreement regarding the procurement attached to the request for participation and submit the signed agreement as an attachment to its application for participation. Submission of the signed confidentiality agreement is a prerequisite for the disclosure of confidential material to the Tenderer. The Client operates in a sector critical to security of supply, and the subject of the procurement is related to the management and maintenance of critical infrastructure. The Client requires a basic security clearance in accordance with the Security Clearance Act for the persons participating in the implementation of the Suppliers service. The Client decides on the approval of the person for tasks related to the subject of the procurement based on the security clearance. Planned contract period of the procurement: The planned fixed-term contract period of the procurement is 1.5.2027 - 30.4.2037. After the end of the fixed-term contract period, the contract will continue in force until further notice, which can be terminated by the Client with a six-month notice period and by the Supplier with a 12-month notice period. The contract period will start with a commissioning project, which is aimed to be completed by November 30, 2028. with tender notice no. 703517-2026 published on 12 Oct 2026. The tender is due to expire on 02 Nov 2026. This tender is sourced from TED Europa and is eligible for suppliers interested in IT services: consulting, software development, Internet and support. Interested bidders can obtain further information including complete bid documents or ways to participate by registering on Tender Impulse and referencing via Tender Impulse ID 15409519.