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The purpose of the procurement is for Enova to enter into a contract with a tenderer that will undertake the operation of Enova's response service ('the Response Service') on behalf of Enova. The assignment includes guidelines on Enova’s support offer and the Energy Labelling Scheme, as well as general consulting on topics in Enova’s work areas. The service performance is connected to inbound and outgoing telephone enquiries, email and internet enquiries (chat and social media). Whilst carrying out the assignment, the tenderer will serve inbound and outbound enquiries for Enova with set requirements for customer statistics, including response time and customer satisfaction. The tenderer will be obliged to operate Enova’s response service in such a manner that the activity contributes to the fulfilment of Enova’s objectives. The current contract period expires on 31.12.2021. The tenderer will be expected to be operative on 1 January 2022 at the latest.