Prepared by Energy Way | Presented to EVO Energy
This Project Charter outlines Energy Way's proposed end-to-end delivery of a world-class Help Desk Services solution for EVO Energy. Drawing on deep industry expertise and a structured multi-vendor, evidence-based methodology, Energy Way will stand up a resilient, scalable, and continuously improving support operation — purpose-built to serve EVO Energy's operational needs from August 2026 through full steady-state in 2027 and beyond.
Document Owner
Energy Way Delivery Team
Client
EVO Energy
Version
1.0 — Draft for Review
Date
August 2026
Executive Summary
EVO Energy currently operates a single-vendor Help Desk model that presents measurable risks in terms of resilience, scalability, and continuous service improvement. Energy Way is proposing a transition to a structured, multi-vendor, evidence-based Help Desk Services model — underpinned by rigorous process documentation, a Philippine-based offshore staffing partner, Melbourne-based redundancy infrastructure, and a long-term innovation capability.
The Challenge
Single-vendor dependency creates concentration risk. Without documented SOPs, escalation paths, and fault-handling playbooks, EVO Energy is exposed to service degradation during peak demand, staff attrition events, or vendor failure. There is limited visibility into performance, no structured quality management, and no pathway to continuous improvement.
The Energy Way Solution
Energy Way will deliver a fully configured, staffed, trained, and tested Help Desk operation across 13 structured workstreams — from initial consulting and SOP capture through to full vendor handover, ongoing performance management, and a 2027+ innovation centre. The programme is designed for go-live in late November 2026, with full handover by 14 December 2026 and a dedicated Christmas surge capacity buffer in place by 20 December 2026.
Strategic Objectives
- Eliminate single-vendor concentration risk through a multi-vendor architecture
- Establish documented, auditable SOPs and escalation playbooks
- Deliver measurable improvement in first-call resolution rates and customer satisfaction
- Build a platform for continuous innovation in fault resolution technology
Programme Roadmap: 13 Workstreams at a Glance
The Energy Way delivery programme is structured across 13 sequential and parallel swimlanes, spanning from the week beginning 17 August 2026 through to ongoing operations in 2027 and beyond. Each swimlane has a defined owner, deliverable set, and entry/exit criterion.
The roadmap deliberately front-loads the process, knowledge, and infrastructure work in August and early September, ensuring that by the time staff enter training and simulation in mid-September, the environment they are being trained on reflects production-grade configuration. This sequencing eliminates the common failure mode of onboarding staff before infrastructure is stable.
Swimlanes 1–5: Foundation Phase
Week Beginning 17–31 August 2026
The Foundation Phase establishes the intellectual, operational, and technical bedrock upon which the entire Help Desk operation will be built. No staff can be effectively trained — and no infrastructure can be meaningfully configured — without the artefacts produced in this phase.
SW1 — Consulting (WB: 17 Aug)
Capture and document all Standard Operating Procedures (SOPs) relevant to EVO Energy's Help Desk environment. Develop escalation prioritisation frameworks categorised by fault severity (P1–P4). Produce fault-handling Playbooks to guide agents through structured information gathering prior to escalation. Conduct outreach to relevant OEMs and existing service providers to obtain historical support data, recurring fault patterns, and baseline resolution metrics. This data forms the evidence base for all subsequent design decisions.
SW2 — Partner Selection (WB: 17 Aug)
In collaboration with the Australian Philippines Chamber of Commerce (APhilCC) and the Philippine Trade and Investment Centre (PTIC), identify, evaluate, and shortlist offshore staffing partners. Selection criteria will include: demonstrated experience in utility/energy sector support, English language proficiency standards, data security compliance (ISO 27001), workforce stability metrics, and alignment with Australian business hours. A structured RFP process will be used, with Energy Way facilitating scoring and recommendation.
SW3 — Recruitment Process (WB: 24 Aug)
Following partner selection, initiate structured recruitment for Help Desk Agents, Team Leaders, and Quality Assurance roles. Recruitment will be conducted against competency profiles co-developed with EVO Energy. Energy Way will oversee the process to ensure candidate quality, cultural alignment, and technical baseline capability before onboarding commences.
SW4 — Infrastructure Configuration (WB: 31 Aug)
Configure all technical infrastructure required for multi-vendor routing, telephony, ticketing system integration, and knowledge base deployment. Establish disaster recovery failover architecture. Critically, establish a Melbourne-based Help Desk Redundancy Infrastructure hosted within the core Energy Way team environment — providing a domestic backup capability that can be activated within defined RTO/RPO thresholds in the event of offshore service degradation.
SW5 — Reporting & Quality Controls (WB: 31 Aug)
Establish all reporting mechanisms, dashboards, and SLA tracking tools. Define internal quality control processes including call monitoring, ticket audit protocols, and agent scoring frameworks. Implement performance management controls including KPI definitions, escalation thresholds, and regular cadence reporting to EVO Energy stakeholders. This workstream ensures accountability is built in from day one, not retrofitted.
Swimlanes 6–8: Training & Validation Phase
Week Beginning 14–21 September 2026
The Training and Validation Phase transforms recruited staff into verified, competent Help Desk operators — assessed in both sandbox and live environments before any handover is considered. Energy Way applies a progressive validation model: no agent proceeds to the next stage without passing the prior assessment gate.
SW6 — Staff Onboarding
WB: 14 Sep 2026
Induction covering EVO Energy company values and code of conduct. Detailed training on all SOPs and Playbooks. Structured information-gathering methodology training. Fault resolution frameworks and troubleshooting decision trees. Communication standards and escalation etiquette.
SW7 — Sandbox Simulation
WB: 14 Sep 2026
Agents are assessed in a fully simulated, non-live environment replicating EVO Energy fault scenarios. Scenario libraries are built from the SOP and OEM data captured in SW1. Agents must pass defined competency thresholds before proceeding. Underperforming agents receive targeted remediation and re-assessment.
SW8 — Live Site Testing
WB: 21 Sep 2026
Supervised live-environment testing on actual EVO Energy systems, with Energy Way QA oversight on every interaction. Pre-handover sign-off checklist completed. Any configuration gaps or agent skill gaps identified at this stage are resolved before go-live is confirmed. Go-live date is contingent on successful completion of this gate.
Swimlanes 9–13: Go Live, Handover & Beyond
30 November 2026 → 2027 and Ongoing
SW9 — Go Live (30 Nov 2026)
The Help Desk goes live with dedicated Energy Way support from Mile (Energy Way Senior Consultant) embedded for a period of one month. Mile will provide real-time internal support to the vendor team, manage early escalations directly, troubleshoot teething issues as they emerge, and facilitate a structured knowledge transfer. This hypercare period is critical to stabilising operations and building vendor confidence before unsupported handover.
SW10 — Full Handover (14 Dec 2026)
Upon successful completion of the hypercare period and satisfaction of all handover criteria, full operational responsibility transfers to the selected vendor. A formal handover document, signed by both parties, will record all outstanding items, agreed escalation contacts, and performance baselines established during the hypercare month.
SW11 — Ongoing Management (14 Dec 2026+)
Energy Way will provide ongoing governance support to EVO Energy including: monthly performance reporting reviews, quarterly compliance and SOP audits, agent competency re-assessments, and continuous SLA tracking. This workstream ensures the vendor remains accountable and service quality does not degrade post-handover.
SW12 — Christmas Surge (20 Dec 2026)
Additional trained staff will be pre-positioned and available from 20 December 2026 to manage anticipated increases in call volumes during the Christmas and New Year period, as well as any fault event surges associated with seasonal load patterns on EVO Energy's network. Surge capacity will be stood down once volumes normalise in January 2027.
SW13 — Innovation Centre (2027+)
From 2027 onwards, Energy Way will work collaboratively with EVO Energy to develop an Innovation Centre function within the Help Desk operation. This will focus on: AI-assisted fault triage, predictive fault detection using OEM telemetry, self-service customer resolution tools, and ongoing improvement of first-call resolution rates. Technology investments will be evidence-based and tied to measurable outcomes.
Delivery Model: Single Vendor vs. Multi-Vendor Comparative Analysis
EVO Energy's current single-vendor model carries structural limitations that become progressively more pronounced as operational complexity increases. The following analysis presents an objective, evidence-based comparison across six critical dimensions.
Risk Assessment
The following risk register identifies key programme and operational risks, their likelihood and impact ratings, and the specific mitigation controls Energy Way has embedded within the delivery model. Risks are rated on a 1–5 scale for both Likelihood (L) and Impact (I), with an overall Risk Rating (L × I).
Indicative Pricing & Investment Model
The following pricing structure reflects Energy Way's indicative investment model for the full programme delivery. All figures are in Australian Dollars (AUD) and are indicative pending finalisation of partner selection outcomes and EVO Energy-specific scope confirmation. A formal commercial proposal will be issued following this charter review.
Programme Setup Investment (One-Off)
SW1 – Consulting & SOP Development
$18,000 – $24,000
SW2 – Partner Selection & Facilitation
$8,000 – $12,000
SW3 – Recruitment Oversight
$6,000 – $10,000
SW4 – Infrastructure Configuration
$22,000 – $30,000
SW5 – Reporting & QA Setup
$8,000 – $12,000
SW6–SW8 – Training & Validation
$14,000 – $20,000
SW9 – Hypercare / Go-Live Support (Mile)
$12,000 – $15,000
Estimated Total Setup: $88,000 – $123,000 AUD
Ongoing Operational Costs (Per Annum)
Offshore Help Desk Staffing (4 FTE base)
$120,000 – $160,000 p.a. (all-in, including management overhead)
Melbourne Redundancy Infrastructure
$18,000 – $24,000 p.a. (hosting, licensing, maintenance)
Energy Way Governance & Audit Retainer
$24,000 – $36,000 p.a. (monthly reviews, quarterly audits, SW11)
Innovation Centre Development (from 2027)
$30,000 – $50,000 p.a. (technology investment, scoped annually)
Estimated Total Annual Opex: $192,000 – $270,000 AUD
Governance, Assumptions & Next Steps
Successful delivery of this programme depends on clearly defined governance structures, transparent assumptions, and prompt action on the agreed next steps. The following section formalises these elements as part of the Project Charter.
Governance Structure
Programme Steering Committee
Joint EVO Energy / Energy Way committee meeting fortnightly during the setup phase and monthly post-go-live. Accountable for programme decisions, risk escalation, and investment approvals.
Energy Way Programme Manager
Single point of accountability for Energy Way's delivery obligations across all 13 swimlanes. Responsible for milestone reporting, risk management, and vendor interface.
EVO Energy Project Sponsor
Senior EVO Energy executive with authority to approve scope changes, accept deliverables, and represent EVO Energy's interests in governance forums.
Quality Assurance Reviews
Independent QA reviews conducted at end of Foundation Phase (post-SW5), end of Training Phase (post-SW8), and at the 90-day post-go-live mark.
Key Assumptions
- EVO Energy will provide timely access to subject-matter experts during SW1 SOP capture
- EVO Energy systems access for infrastructure configuration (SW4) and live-site testing (SW8) will be provisioned by EVO Energy IT within agreed timelines
- Partner selection (SW2) will be completed no later than 7 September 2026 to maintain the recruitment timeline
- EVO Energy will designate a named Project Sponsor within 5 business days of charter approval
- Go-live date of 30 November 2026 is contingent on SW8 gate clearance
- Pricing is indicative and subject to confirmed scope and partner selection outcomes
Immediate Next Steps
Charter Sign-Off
EVO Energy and Energy Way formally approve this Project Charter — target within 10 business days of presentation.
Project Sponsor Nomination
EVO Energy nominates Project Sponsor and provides stakeholder contact list for SW1 SOP workshops.
SW1 Kick-Off
Energy Way commences consulting and SOP capture — target WB 17 August 2026.
Commercial Proposal
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.
Project Charter: Help Desk Services