Accenture Signs Five-Year BPO Agreement with Enbridge Gas Distribution

Accenture (NYSE: ACN) has been awarded a minimum five-year contract to provide Enbridge Gas Distribution Inc., an affiliate of Enbridge Inc. (TSX: ENB; NYSE: ENB), with business process outsourcing (BPO) services related to billing; billing inquiry; collections; and emergency and service call center management.

The services will be provided by Accenture Business Services for Utilities (ABSU), an Accenture industry BPO unit and one of the largest providers of outsourcing services to Utilities in North America, leveraging Accenture’s Global Delivery Network.


“Business process outsourcing requires a combination of deep industry skills, strategic process and technology insights along with the ability to bundle multiple processes and execute rapidly, which is Accenture’s strength,” said Keith Mueller, managing director of Accenture Business Services for Utilities. "We bring our utilities high-performance process models, people, infrastructure, applications, and assets developed across our global practice and from over 25 ABSU outsourcing clients to work with Enbridge Gas Distribution’s management to further improve customer service while managing their cost to serve for each customer.”

Accenture won the competitive bid based on its industry experience, proven delivery capabilities, governance model, and commercial terms, including price. The BPO agreement anticipates and accommodates upcoming regulatory change, including the Gas Distribution Access Rule (GDAR) and Open Bill Access.

“The outsourcing of these business processes will enable Enbridge Gas Distribution to improve its business and customer focus, and provide it with greater cost certainty over the term of the agreement,” said Bill Morris, managing director of Accenture in Canada.