Jemena Limited

Public Opportunities

• Managed Detect and Response (MDR) Service

  Tender # RFT-IT-2020-02 | Closing: 18/03/2020 4:00:00 PM AEDT | Released: 26/02/2020 4:00:00 AM AEDT | Type: RFT

  IMPORTANT Note:   Potential Respondents need to complete the pre-qualification form and be accepted to gain access to download the tender document(s). About Jemena We own and operate a diverse portfolio of energy assets across Australia's east coast and northern

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  IMPORTANT Note:   Potential Respondents need to complete the pre-qualification form and be accepted to gain access to download the tender document(s).

  About Jemena

  • We own and operate a diverse portfolio of energy assets across Australia's east coast and northern Australia, and service utility and infrastructure assets across the nation.
  • With more than $11 billion worth of major utility infrastructure, we supply around 1.6 million households and businesses with essential services every day.
  • We have more than a century’s experience and expertise in the utilities sector.  
    

  Jemena Managed Detect and Response Service Tender

  SGSPAA is looking to partner with a Managed Detection and Response service provider(s) to provide expertise in proactively and rapidly investigating, detecting and responding to events and advanced attacks utilising existing EDR technologies.

  Objectives 

  1. Improve Detection and Remediation within the IT environment leveraging CrowdStrike data.
  2. Detect events and advise of remediation in the OT environment leveraging Carbon Black data.
  3. Provide an Incident Response retainer that covers both IT and OT environments. This retainer is to be used at our discretion.

  The RFQ: 

  This RFQ is an opportunity for SGSPAA to explore the market for these providers to help obtain the objectives.  We are open to accepting proposals that do not cover all three (3) objectives above.

  What we'll be looking for:

  • The MDR service must be a 'best-in-breed' service, which must be reflected in the service's reputation in the market, and also via suitable reference clients.
  • Expertise in proactively and rapidly investigating, detecting and responding to events and advanced attacks utilising existing EDR technologies.
  • The interoperability of the service/product with CrowdStrike data, for our company's IT Network.
  • The interoperability of the service/product with Carbon Black data, for our company's OT Network.
  • The Incident Retainer service you provide must allow you to collaborate with us to resolve large scale or complex security events.
    

  Key Dates:

  • 26 Feb 2020 - RFT Open
  • 3 Mar 2020 (4PM) - Pre-Qualification Deadline
  • 12 Mar 2020 (4PM) - Last Date for Clarification questions
  • RFQ Submission Deadline - 18 Mar 2020 (4PM)

  Engagement Period:  The engagement will be for a period of 2-3 years.

   

  We encourage you to think about how to best respond with solutions / products that demonstrate material business value to Jemena.

  Thank-you for your interest and we look forward to reviewing and evaluating your responses.

   

  IMPORTANT Note:   Potential Respondents need to complete the pre-qualification form and be accepted to gain access to download the tender document(s).

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• WSGGP Supply of Line-pipe and Fittings

  Tender # RFT 2020-0005 | Closing: 10/03/2020 12:00:00 PM AEDT | Released: 20/02/2020 3:30:00 PM AEDT | Type: RFT

  Jemena Gas Networks (JGN) is the asset owner of the Horsley Park high pressure gas facilities which comprises of a number of pressure let down and pipeline pigging facilities for the Eastern Gas Pipeline, JGN Trunk, Sydney Primary Loop and local secondary network. The facility

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  Jemena Gas Networks (JGN) is the asset owner of the Horsley Park high pressure gas facilities which comprises of a number of pressure let down and pipeline pigging facilities for the Eastern Gas Pipeline, JGN Trunk, Sydney Primary Loop and local secondary network. The facility is located at Chandos Road, Horsley park NSW.

  Jemena undertaking the Western Sydney Green Gas Project (WSGGP) for a power to gas (P2G) facility at Horsley Park NSW to transform renewable electrical energy into hydrogen which will either be injected at up to 2% by volume into the Sydney secondary gas distribution network, supplied to a microturbine to generate electricity for export back into the grid or potentially supplied to an adjacent hydrogen refuelling station.

  As part of the project, Jemena is seeking to procure low carbon, micro-alloyed steel line-pipe and fittings for the hydrogen storage pipeline early engagement with Contractors to obtain fixed pricing to meet the project schedule.

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• Customer Experience Managed Service / Platform (Journey & Channel)

  Tender # RFT-IT-2020-01 | Closing: 12/03/2020 3:00:00 PM AEDT | Released: 19/02/2020 3:00:00 PM AEDT | Type: RFT

  IMPORTANT Note: Potential Respondents need to complete the pre-qualification form to gain access/download the actual tender documents.   Jemena Customer Experience Managed Service / Platform (Journey & Channel) Tender Jemena would like to understand customer

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  IMPORTANT Note: Potential Respondents need to complete the pre-qualification form to gain access/download the actual tender documents.

   

  Jemena Customer Experience Managed Service / Platform

  (Journey & Channel) Tender

  Jemena would like to understand customer experience holistically & the voice of the customer for key episodes/journeys and interactions across channels (website, portal, contact centre, field, etc).

  About Jemena

  • Jemena is an Australian based energy utility, with assets under management that include Gas distribution, Gas transmission, Electricity distribution and Water Recycling.
  • As part of its operating footprint, it has offices across NSW, Victoria, Queensland, Tasmania and Northern Territory.

  CX Research Program Background

  Our Customers

  A Jemena customer is anyone who directly uses our electricity or gas network or who performs work on behalf of the end user to enable them use our electricity or gas network (ie Plumbers, Electricians, Builders and Energy Retailers).

  Journey CSAT

  Based on previous research, vast majority of our customers do not have any interactions with us. To understand if customers are happy with the services we provide, Jemena has started measuring Journey CSAT in 2018 for customers who have interacted with us e.g., after they connected or disconnected their homes with gas or electricity, after they have experienced a power outage, etc.

  Since 2018, the scope of the Journey CSAT program has expanded to cover more key journeys/moments of truth, for example, electricity unplanned outages, which customers might not have an interaction with Jemena; however, they might have impacted by the services we provide.

  Contact Centre

  Our Contact Centre is a key channel how our customers interact with Jemena. The contact centre sends post-call survey (via SMS) which is managed by a 3rd party. The interaction survey measures C-Sat and NPS in addition to identifying if a customer’s enquiry / issue has not been resolved.

  Jemena website & portal

  Jemena’s website is another important channel of how customers interact with Jemena; however, we currently don’t have the capability to survey customers on our website in a sophisticated manner to discover improvement opportunities e.g., pop-up survey or after customers have been on our website for 10 seconds.

  Overview

  • Objective:

  • To understand customer experience holistically & the voice of the customer for all key episodes/journeys & interactions across channels (online, contact centre, etc) in real-time to provide actionable insights for continuous improvements.

  • What we want:
    • Customer contact management
    • Survey Capability
    • Reporting and analysis
    • Service Recovery

  Scope | Stage 1

  • Part A Journey CSAT: Journeys that vendor sends out SMS surveys / SMS with an online survey link

    • Gas distribution (GD):
      1. New connection
      2. Abolishment
    
    
    • Electricity distribution (ED): new connection
    • Evoenergy: new connection

    Part B Journey CSAT: Journeys that Jemena sends out SMS / email surveys

    • Gas distribution (GD):
      1. planned interruptions
    • Electricity distribution (ED):
      1. Unplanned outages
      2. Planned outages
      3. CIC negotiated connection
      4. Embedded solution
    
    

    Part C Channel - Call centre: Interaction Survey that Jemena sends

    Part D Channel – proactive online / user experience surveys

   

  Stage 1 will be a 2-year contract from April 2020 to April 2022.

   

  Scope | Stage 2
  

  We want to understand how your platform and capabilities will help us transition from Stage 1 to 2.  Some capabilities we are looking for in Stage 2 include:

  • Linking customer survey data to our central view of customer / interaction HUB
  • Linking of customer contact / engagement activities to our central view of customer
  • Better identification mechanisms for customer engaging via each channel
  • Standardised data quality mechanisms across all engagement points
  • Establish data analysis approaches for supporting CX activities, including elements of Machine Learning and AI.
  • Simplified verification process that provides customers with a single ‘access id’ to deal with us across all channels
  • Extending managed engagement options to additional channels such as social media and chatbots
  • Personalise the experience for a customer contacting us by recognising who they are
  • Understanding and then predicting the context of incoming interactions from customers
  • Capturing customer browsing activity on our websites
  • Sentiment analysis across interactions customer are having with us
  • Provide customers with access to interaction information they are having with us

   

  We encourage you to think about how to best respond with solutions / products that demonstrate material business value to Jemena.

  Thank-you for your interest and we look forward to reviewing and evaluating your responses.

   

  IMPORTANT Note: Potential Respondents need to complete the pre-qualification form to gain access/download the actual tender documents.

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• Sydney Basin - Planned and Corrective Maintenance Emergency Response and Construction and Project Services - RFT

  Tender # 2019_0056_R_1 | Closing: 9/04/2020 5:00:00 PM AEDT | Released: 11/02/2020 7:57:56 PM AEDT | Type: RFT

  The Jemena Gas Network (JGN) distributes natural gas to residential, business and industrial Sites across a total of nine sub-regions in NSW, which include the Hunter, Central Coast, Sydney Coastal North, the Greater Sydney North, the Sydney West, the Sydney South, the Sydney

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  The Jemena Gas Network (JGN) distributes natural gas to residential, business and industrial Sites across a total of nine sub-regions in NSW, which include the Hunter, Central Coast, Sydney Coastal North, the Greater Sydney North, the Sydney West, the Sydney South, the Sydney CBD, the Illawarra and the Southern Highlands Regions. 

  Zinfra is assessing its purchasing needs for Services required in JGN located in the following regions within the Sydney Basin:

  • Northern Regions comprising the Greater Sydney North and Sydney Coastal North;
  • Illawarra Region; and
  • Southern Highlands Region.

  Zinfra is seeking tenders from experienced and capable Service Provider(s) for the provision of Planned and Corrective Maintenance, Emergency Response and Construction and Project Services required for industrial, commercial and domestic consumers for each of these Regions.

  Where possible Zinfra is seeking to support Small to Medium Enterprises (SMEs) through this RFT.

  Please refer to Schedule A - Statement of Works for further description of the Scope of Works.

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• Facilities Mangement Services

  Closing: 5/03/2020 4:00:00 PM AEDT | Released: 6/02/2020 4:00:00 PM AEDT | Type: RFP

  Jemena owns and operates a diverse portfolio of energy assets across northern Australia and Australia's east coast. With more than $11 billion worth of major utility infrastructure, we supply millions of households and businesses with essential services every day.

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  Jemena owns and operates a diverse portfolio of energy assets across northern Australia and Australia's east coast. With more than $11 billion worth of major utility infrastructure, we supply millions of households and businesses with essential services every day.

  We have more than a century’s experience and expertise in the utilities sector and, with our strong portfolio of high-quality distribution and transmission assets, we are ready to make the most of opportunities for growth and innovation in our operations.

  As a provider of gas and electricity, we have enduring relationships with our customers and the communities where we operate. They are at the heart of our commitment to deliver energy safely, reliably and affordably, and to the sustainable growth of our business in the long term.

  Jemena is backed by the strong resources of our shareholders, State Grid Corporation of China and Singapore Power.

  Jemena’s  Facilities Management function, servicing Jemena’s non network property portfolio is currently under review as an option to be outsourced.

  Facilities Management staff are based predominately in Melbourne and North Sydney.  Jemena has instigated this tender to identify and explore partners and solutions to drive greater value, efficiencies, and competency to Jemena.

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