CUSTOMER SERVICE OUTSOURCING SERVICE MADRE DE DIOS

This tender, initiated by EMPRESA REGIONAL DE SERVICIOS PUBLICOS DE ELECTRICIDAD DEL SUR ESTE S.A. (ELSE S.A.), seeks to contract a customer service outsourcing service for the Madre de Dios region. The procurement process, identified as CP SER-SM-23-2025-ELSE-1, utilizes the Public Service Competition method for contracting. The contracting entity, ELSE S.A., is responsible for regional public electricity services, indicating that the customer service requirements will likely pertain to electricity utility operations, including customer inquiries, support, and potentially complaint resolution. The scope of work is expected to cover the management and execution of customer service functions, ensuring efficient and effective communication channels between the company and its electricity consumers in Madre de Dios. Key requirements may include staffing, training, technology infrastructure for call centers or other communication platforms, service level agreements (SLAs), and reporting mechanisms. The tender is administered from the Cusco department, suggesting a central administrative hub for this regional service provision. This opportunity is aimed at specialized service providers capable of delivering high-quality customer support within the specified geographical area, contributing to the operational efficiency and customer satisfaction of ELSE S.A. Further details regarding specific service level expectations, performance metrics, and contract duration will be outlined in the full tender documentation.

This is a services contract in the governance and public administration sector. Located in Peru, Latin America, this opportunity is open to firms and consortiums, with an estimated budget of PEN 1.2 million.

Published through Peru SEACE, a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for services in the governance and public administration sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. This contract has already been awarded. The information is published for transparency and market intelligence purposes.