Prepared by Energy Way | Presented to EVO Energy
Version 1.0 — Draft for Review | August 2026
EVO Energy currently operates a single-vendor Help Desk model that presents measurable risks in resilience, scalability, and continuous service improvement. Energy Way proposes a transition to a structured, multi-vendor, evidence-based Help Desk Services model.
Eliminate Concentration Risk — Transition from single-vendor dependency to a resilient multi-vendor architecture with domestic redundancy.
Documented & Auditable SOPs — Establish EVO Energy-owned Standard Operating Procedures, escalation playbooks, and fault-handling frameworks.
Measurable Service Improvement — Deliver quantifiable gains in first-call resolution rates and customer satisfaction scores.
Platform for Innovation — Build a long-term capability for continuous improvement in fault resolution technology through the 2027+ Innovation Centre.
August 2026 → 2027 and Beyond
WB 17–31 Aug 2026
WB 14–21 Sep 2026
30 Nov 2026 → 2027+
Front-loaded process and infrastructure work ensures production-grade configuration before staff training begins.
Swimlanes 1–5 | Week Beginning 17–31 August 2026
The Foundation Phase establishes the intellectual, operational, and technical bedrock of the Help Desk operation. No staff can be effectively trained — and no infrastructure meaningfully configured — without the artefacts produced here.
Capture and document all SOPs. Develop P1–P4 escalation frameworks. Produce fault-handling Playbooks. Conduct OEM and provider outreach to gather historical data and baseline metrics.
Identify and shortlist offshore staffing partners via APhilCC and PTIC. Criteria: utility sector experience, English proficiency, ISO 27001 compliance, workforce stability, and Australian business hours alignment.
Structured recruitment for Agents, Team Leaders, and QA roles against competency profiles co-developed with EVO Energy.
Configure multi-vendor routing, telephony, ticketing, and knowledge base. Establish Melbourne-based redundancy infrastructure with defined RTO/RPO thresholds.
Establish dashboards, SLA tracking, call monitoring, ticket audits, KPI definitions, and cadence reporting. Accountability built in from day one.
Swimlanes 6–8 | Week Beginning 14–21 September 2026
Energy Way applies a progressive validation model: no agent proceeds to the next stage without passing the prior assessment gate. Recruited staff are transformed into verified, competent Help Desk operators — assessed in both sandbox and live environments.
Induction on EVO Energy values and code of conduct. Training on all SOPs and Playbooks. Structured information-gathering methodology. Fault resolution frameworks and troubleshooting decision trees. Communication standards and escalation etiquette.
Agents assessed in a fully simulated, non-live environment replicating EVO Energy fault scenarios. Scenario libraries built from SW1 data. Agents must pass defined competency thresholds. Underperforming agents receive targeted remediation and re-assessment.
Supervised live-environment testing on actual EVO Energy systems with Energy Way QA oversight. Pre-handover sign-off checklist completed. Configuration and skill gaps resolved before go-live is confirmed.
30 November 2026 → 2027 and Ongoing
Help Desk goes live with Energy Way Senior Consultant (Mile) embedded for one month. Real-time internal support, early escalation management, troubleshooting, and structured knowledge transfer. Hypercare period stabilises operations and builds vendor confidence.
Full operational responsibility transfers to the selected vendor. Formal handover document signed by both parties, recording outstanding items, escalation contacts, and performance baselines.
Energy Way provides ongoing governance: monthly performance reviews, quarterly compliance and SOP audits, agent competency re-assessments, and continuous SLA tracking.
Pre-positioned additional trained staff available from 20 December to manage peak call volumes during Christmas and New Year. Stood down once volumes normalise in January 2027.
AI-assisted fault triage, predictive fault detection using OEM telemetry, self-service customer resolution tools, and ongoing improvement of first-call resolution rates. Evidence-based technology investments tied to measurable outcomes.
An evidence-based comparison across six critical dimensions
Evidence base: Labour cost benchmarking from PTIC and APhilCC market data. Resilience modelling based on Energy Way's multi-client deployment experience.
Key programme and operational risks — rated on Likelihood × Impact (1–5 scale)
All figures in AUD — indicative pending partner selection and scope confirmation
Joint EVO Energy / Energy Way committee. Fortnightly during setup, monthly post-go-live. Accountable for programme decisions, risk escalation, and investment approvals.
Single point of accountability across all 13 swimlanes. Responsible for milestone reporting, risk management, and vendor interface.
Senior executive with authority to approve scope changes, accept deliverables, and represent EVO Energy's interests in governance forums.
Independent reviews at end of Foundation Phase (post-SW5), end of Training Phase (post-SW8), and at 90-day post-go-live mark.
EVO Energy and Energy Way formally approve this Project Charter — target within 10 business days of presentation.
EVO Energy nominates Project Sponsor and provides stakeholder contact list for SW1 SOP workshops.
Energy Way commences consulting and SOP capture — target WB 17 August 2026.
Energy Way issues a formal commercial proposal based on confirmed scope for EVO Energy review and approval.
Energy Way is committed to delivering a Help Desk Services solution that EVO Energy can rely on — not just at go-live, but for years to come.
We look forward to partnering with EVO Energy on this programme.
Energy Way | energyway.com.au | August 2026