Recent procurements of customer-care services in Ireland
2023-08-29Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function (Commission for Regulation of Utilities)
The Commission for Regulation of Utilities (“CRU”) is Ireland’s independent energy and water regulator. Our work impacts Irish homes and businesses ensuring safe, secure and sustainable energy and water supplies for all customers. The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The CRU is guided by four strategic priorities that sit alongside the core activities we undertake to deliver on the public interest. These are: • Ensure security of supply • Drive a low …
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2023-08-14Tender for the provision of Customer Contact Management Services to Coimisiún na Meán (Coimisiún na Meán)
Coimisiún na Meán has a range of responsibilities including dealing with queries and complaints in respect to our regulatory remit which extends to setting standards, rules and codes for the different types of media services under the jurisdiction of the Irish State and our role as Ireland’s Digital Service Coordinator (DSC) under the Digital Services Act (DSA) . An Coimisiún’s vision for its contact management service is to offer a quality customer centric offering that is simple and easy to access and …
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2023-08-03Cloud (SaaS) Surveying Platform with Training and Customer Support - The provision of a fully GDPR-compliant cloud... (Public Appointments Service_554)
The provision of a GDPR-compliant cloud (SaaS) surveying platform that allows for the creation of surveys with a range question formats, logic capabilities, analysis and reporting. The overall aim of this project is to put in place an online survey platform that will facilitate PAS to engage with our customers and stakeholders on an ongoing basis, through the provision of surveys at key touch points and the collation and analysis of this data. The project has the following objectives: 1. The ability to …
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2023-04-03Provision of Social Media Services (Tourism Ireland CLG)
Tourism Ireland wishes to enter into a contract with a Supplier(s) for Social Media Services. The requirements are split into two [2] lots:
Lot 1 - Social Media Management; and
Lot 2 - Community Management & Influencer Services
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2022-08-04Physical Gift Cards for the CSO’s Household Surveys Incentivised Participation Scheme (Central Statistics Office)
The provision of approximately €250,000 worth of physical gift cards for the Central Statistics Office’s Household Surveys Incentivised Participation Scheme. The requirement of this RFT is for physical gift cards that can be used both online and in participating outlets. The face value of the gift cards required is €50. The number and face value of gift cards required may change or be modified throughout the duration of the contract and any subsequent extensions in line with business needs. As such, CSO …
View the procurement » Mentioned suppliers:The Gift Card Company trading as...
2021-01-13Provision of Contact Management and Business Administration Services (National Transport Authority)
The National Transport Authority requires the provision of contact management and business administration services under five (5) service categories. These service categories are as follows:
• Service Category 1: Information provision service;
• Service Category 2: Booking service;
• Service Category 3: Business analysis and administration support service;
• Service Category 4: Back office administration and fulfilment service; and
• Service Category 5: General reception call services.
Further details …
View the procurement » Mentioned suppliers:SGS Ireland Ld
2020-12-1620/095 — Step 1 — Single Party Framework for the Supply of Contact Centre Services to Gas Networks Ireland (Ervia)
Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland.
Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.
As per PQQ Doc.
View the procurement » Mentioned suppliers:Fexco Limited
2020-08-31The Provision of Contact Management Services to the Central Bank of Ireland (Central Bank of Ireland)
The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (‘RFSP’) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (‘the CMS Team’) and …
View the procurement » Mentioned suppliers:Forward Emphasis International Ltd
2020-08-20Provision of Customer Contact Management Services (Commission for Regulation of Utilities)
The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to regulate water, energy and energy safety in the public interest. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Further information on the CRU’s role …
View the procurement » Mentioned suppliers:ARI Services Europe Ltd (ARISE)
2020-03-20Customer Contact Centre Services (Electricity Supply Board (ESB))
The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.
It is proposed that the contract will include the following and any associated and related services:
• customer service
• metering
• billing
• payments
• industry
• priority services register (PSR)
• sales.
It is currently envisaged that the service will be for residential customers.
All activity will initiate as inbound, although outbound …
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2019-07-19Outsourced Business Process Services to Support SEAI Programmes (Sustainable Energy Authority of Ireland)
The Sustainable Energy Authority of Ireland (SEAI) was established under the Sustainable Energy Act 2002. It works with the public, businesses, government and communities to achieve a cleaner energy future. The objective of this RFT is to identify and appoint a suitably resourced multi-disciplined customer and business process services provider to efficiently and effectively support the delivery of SEAI programmes.
The successful service provider will be responsible for all elements of the Outsourced …
View the procurement » Mentioned suppliers:FEXCO Unlimited Company
2019-01-29Sales and Associated Services (Ervia)
The Contracting Entity is undertaking a competitive tender process to appoint a sales service provider to implement and deliver a complete and integrated sales service to its subsidiaries Gas Networks Ireland and GNI trading as Aurora Telecom
A key objective of this requirement is to support the provision of efficient sales services in order to help grow the Ervia business in the areas of Gas Networks Ireland New Connections, Aurora Telecom fibre, Compressed Natural Gas (CNG) for Transport and Renewable …
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2018-12-04Single Party Framework for the Supply of Contact Centre Services to Irish Water (Irish Water)
Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company. Refer to PQQ document.
View the procurement » Mentioned suppliers:Capita Customer Solutions Ltd
2017-01-12Provision of a Specialist Contact Centre Service and Related Administrative Support Services for Primary Care... (Health Service Executive (HSE))
The HSE hereby invites suitably qualified and experienced service providers to submit a tender to provide a Specialist Contact Centre Service and Related Administrative Support Services for Primary Care Reimbursement Services/National Medical Card Unit.
In order to ensure continuity of service it is anticipated that a contract will be awarded in mid March 2017 with the new contract to be fully operational from the 30.5.2017. However, service providers should note that the contracted service provider may …
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2016-08-09Retail Product Promotion and Customer Loyalty (An Post)
An Post is seeking to enter into a Single Party Framework Agreement for the provision of An Post Retail Product Promotions Scheme and Customer Loyalty Scheme (Post Rewards) for a period of 3 (three) years with an option to extend for a period up to a further 2 (two) years.
Interested parties should respond to the questions outlined in this PQQ with relevance and to the point responses. Applicants must complete, sign and date the Bona Fides Declaration Document (attached as a separate document as part of …
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2016-08-04Customer Contact Management Services (Commission for Energy Regulation)
The Commission for Energy Regulation invites tenders to this Request for Tenders (‘RFT’) from economic operators for the provision of the services as described in Appendix 1 to this RFT (the ‘Services’). In summary, the Services comprise engaging a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of customer contact services is the purpose of this tender with its main requirement being that the successful Tenderer becomes the CER's 1 point of contact for …
View the procurement » Mentioned suppliers:ARI Services Europe Ltd [ARISE]
2016-03-23Provision of Community Forum Management / Social Media Engagement / Contact Centre Services (Tourism Ireland Limited)
Tourism Ireland wishes to enter into a contract with a Supplier for the provision of Community Forum Management / Social Media Engagement / Contact Centre Services. The successful candidate must be capable of servicing, managing and engaging customers using a range of channels. The core services to be provided are Digital Community Engagement, Marketing Programme Development and Management, Centre Operations plus Collaboration and Communication. Currently, our key interaction points are the Ireland.com …
View the procurement » Mentioned suppliers:Metaverse ModSquad UK Ltd
2015-07-15NRA Tolling Operations Contract (National Roads Authority (NRA))
The National Roads Authority invites interested parties to apply to participate in the Authority's competition to procure tolling operation services for the next-generation M50 eFlow Tolling Operations Contract (the Contract) and any toll points which the Authority may introduce and/or operate in the future on the road network in Ireland. The existing M50 eFlow Toll is an open road tolling system on Dublin's orbital motorway which processes on average 115 000 vehicles per day. The tolling operation …
View the procurement » Mentioned suppliers:Turas Mobility Services
2015-05-08The Provision of a Call Management Service to Bus Eireann (Bus Eireann/Irish Bus)
The Contracting Authority proposes awarding a Contract for the provision of Call Management Services for a 3 year period. The Contracting Authority reserves the right to extend this Contract(s) for two further periods of 12 months and 12 months.
The Contracting Authority now proposes to provide an 1850 telephone number available for all customer care issues. This call centre will handle calls between 8:30 and 18:00 Monday to Sunday.
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2014-12-24Services to Design and Implement an Education and Awareness Advertising Campaign for Tenants and Landlords in the... (Housing Agency)
Provision of services to design and implement an Education and Awareness Advertising Campaign for Tenants and Landlords in the private rented sector. The communication campaign will focus on tenant and landlord rights and responsibilities. The immediate priorities will be the level of rent increases allowable and Part 4 tenancy entitlements which mean once a tenant is in place for 6 months they can remain in the accommodation for 4 years unless a valid notice of termination is served by the landlord.
The …
View the procurement » Mentioned suppliers:Javelin Group
2012-12-12Provision of Account Management and Field Sales Services (Electricity Supply Board)
ESB Electric Ireland invites expressions of interest from Suppliers, service providers or contractors who have the capability to provide Field Sales, Account Management, Sales Campaign Execution and Management, and supporting performance management and information services for the residential and business energy markets in Ireland.
It is currently anticipated that the Framework Agreement will be an initial 3 years with an option to extend the Framework Agreement by a further 2 years.
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2012-07-09Service Provider for an Agent Network and Related Services (Road Safety Authority (RSA))
Contract to operate an Agent Network that is to be responsible for the following as set out in the Request for Tender:
1. provision of application forms;
2. over-the-counter application receipt;
3. over-the-counter customer authentication;
4. security question resetting;
5. photograph and signature receipt;
6. application scanning;
7. over-the-counter payment processing;
8. over-the-counter transaction record transfer;
9. over-the-counter scheduling of theory tests; and
10. agent Network design and …
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2011-02-18Supply of outsourcing services to the primary care reimbursement service (Health Service Executive)
The HSE invites expressions of interest from competent service providers who wish to be considered for a tender to provide outsourcing services. The HSE wishes to establish a multi-operator framework agreement, of duration of 3 years with an option to extend for another year. The tender has been divided into 4 lots, covering:- ICT support, maintenance and development- ICT operations, infrastructure administration- hardware support- call centre business process support services.
Note: to register your …
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