ITIL Service Desk and Infrastructure Support

Fáilte Ireland-National Tourism Development Authority

This is framework agreement for a period of 4 years for the following requirements:
(a) The requirement is for an Outsourced Technical Support Service to support Fáilte Ireland's ICT operations. The Service must include Service Management in accordance with ITIL® guidelines, Service Desk, and on-site support resources. Fáilte Ireland currently has two ICT centres, both located in Dublin (Amiens Street and within a commercial co-lo hosting facility), and provides services to approx. 350–400 users nationwide.
The contract should cover the needs of Failte Ireland’s five regionally-located hub offices (Waterford, Cork, Galway, Sligo, Mullingar) and their satellite Tourist Information Offices (approx 50-60 some open seasonally, some full time).
See Pre-Qualification Questionnaire available for downloading from the Irish Government's procurement opportunities website www.etenders.gov.ie for full details.
NOTE: To register your interest in this notice and obtain any additional information please visit the eTenders Web Site at http://www.etenders.gov.ie/Search/Search_Switch.aspx?ID=297472.

Deadline

The time limit for receipt of tenders was 2011-09-26. The procurement was published on 2011-08-26.

Suppliers

The following suppliers are mentioned in award decisions or other procurement documents:

Who? What? Where?
Procurement history
Date Document
2011-08-26 Contract notice
2012-06-22 Contract award notice
Contract notice (2011-08-26)
Object
Scope of the procurement
Title: IT services: consulting, software development, Internet and support
Quantity or scope: This is a framework agreement for a period of 4 years.
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: IT services: consulting, software development, Internet and support 📦

Procedure
Procedure type: Restricted procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Postal address: 88-95 Amiens Street,
Postal town: Dublin 1
Contact
Internet address: http://www.failteireland.ie 🌏
E-mail: glenda.byrne@failteireland.ie 📧
Phone: +353 18847888 📞
Fax: +353 18556821 📠

Reference
Dates
Date dispatched: 2011-08-26 📅
Submission deadline: 2011-09-26 📅
Publication date: 2011-08-31 📅
Identifiers
Notice number: 2011/S 166-274843
Refers to notice: 2011/S 113-187013
OJ-S issue: 166
Additional information
Additional Information. 1) Interested parties must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting authority will not accept responsibility for information relayed (or not relayed) via third parties. 2) This is the sole call for competition for this service. 3) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates, participants or tenderers. 4) Establishment of the framework will be subject to the approval of the competent authorities. 5) If for any reason it is not possible to conclude the framework agreement with the designated successful tenderer emerging from this competitive process; or if having concluded the framework agreement the contracting authority considers that the successful tenderer has not met, or cannot meet its obligations; the contracting authority reserves the right to admit the next highest scoring tenderer to the framework on the basis of the same terms at any time during the tender validity period. This shall be without prejudice to the right of the contracting authority to cancel this competitive process and/or initiate a new contract award procedure at its sole discretion. 6) At its absolute discretion, the contracting authority may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time. 7) Without prejudice to the principle of equal treatment, the contracting authority is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition at the application stage. Please return three (3) hard copies and 1 soft copy (on CD or memory key) of the completed questionnaire either by post or hand delivery. The Purchasing Authority is acting on behalf of the following organisations: Dublin Tourism may be party to this contract. (ET Ref:297472).
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Object
Scope of the procurement
Short description:
This is framework agreement for a period of 4 years for the following requirements:
(a) The requirement is for an Outsourced Technical Support Service to support Fáilte Ireland's ICT operations. The Service must include Service Management in accordance with ITIL® guidelines, Service Desk, and on-site support resources. Fáilte Ireland currently has two ICT centres, both located in Dublin (Amiens Street and within a commercial co-lo hosting facility), and provides services to approx. 350–400 users nationwide.
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The contract should cover the needs of Failte Ireland’s five regionally-located hub offices (Waterford, Cork, Galway, Sligo, Mullingar) and their satellite Tourist Information Offices (approx 50-60 some open seasonally, some full time).
See Pre-Qualification Questionnaire available for downloading from the Irish Government's procurement opportunities website www.etenders.gov.ie for full details.
NOTE: To register your interest in this notice and obtain any additional information please visit the eTenders Web Site at http://www.etenders.gov.ie/Search/Search_Switch.aspx?ID=297472.
Duration: 48 months
Reference number: IT/2011/01
Place of performance
Main site or place of performance: ireland.

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
See Pre-Qualification Questionnaire available for downloading from the Irish Government's procurement opportunities website www.etenders.gov.ie.
Minimum level(s) of standards:
See Pre-Qualification Questionnaire available for downloading from the Irish Government's procurement opportunities website www.etenders.gov.ie.
Contract execution
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
Payment on receipt of invoices related to Purchase Orders issued by Fáilte Ireland.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded: Single legal Entity(ies).
Other particular conditions: SLA will be agreed with successful service provider.
Names and professional qualifications of the staff ✅

Procedure
Duration of the framework agreement in years: 4
Envisaged number of candidates: 5
Objective criteria for selection:
As stated in the Pre-Qualification Questionnaire available for downloading from the Irish Government's Procurement Opportunities Website www.etenders.gov.ie.
Date of dispatch of invitations: 2011-10-04 📅
Languages
Language: English 🗣️

Contracting authority
Identity
Awarding authority name: Fáilte Ireland-National Tourism Development Authority
The procurement is done on behalf of other contracting authorities ✅
Contact
Contact point: Procurement Officer
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA05025 🌏
Name: Fáilte Ireland-National Tourism Development Authority
Postal address: 88-95 Amiens Street
E-mail: procurement@failteireland.ie 📧
URL for further information: http://www.failteireland.ie 🌏
Name: eTenders Website
URL for documents: http://www.etenders.gov.ie 🌏
URL for participation: http://www.failteireland.ie 🌏

Reference
Dates
Publication date: 2011-06-15 📅
Identifiers
Reference number attributed by the contracting authority: IT/2011/01
Notice number in the OJ S: 2011/S 113-187013
Additional information
Additional Information.
1) Interested parties must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting authority will not accept responsibility for information relayed (or not relayed) via third parties.
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2) This is the sole call for competition for this service.
3) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates, participants or tenderers.
4) Establishment of the framework will be subject to the approval of the competent authorities.
5) If for any reason it is not possible to conclude the framework agreement with the designated successful tenderer emerging from this competitive process; or if having concluded the framework agreement the contracting authority considers that the successful tenderer has not met, or cannot meet its obligations; the contracting authority reserves the right to admit the next highest scoring tenderer to the framework on the basis of the same terms at any time during the tender validity period. This shall be without prejudice to the right of the contracting authority to cancel this competitive process and/or initiate a new contract award procedure at its sole discretion.
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6) At its absolute discretion, the contracting authority may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time.
7) Without prejudice to the principle of equal treatment, the contracting authority is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition at the application stage.
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Please return three (3) hard copies and 1 soft copy (on CD or memory key) of the completed questionnaire either by post or hand delivery.
The Purchasing Authority is acting on behalf of the following organisations:
Dublin Tourism may be party to this contract.
(ET Ref:297472).

Complementary information
Review body
Information about review deadlines:
The contracting authority will not conclude this framework agreement to which a standstill period applies in accordance with Irish Statutory Instrument SI 130 of 2010, until after the expiry of the standstill period which commences on the day following the date of notification of concerned candidates and tenderers. The duration of the standstill period will be 14 calendar days where notifications are sent electronically or by fax and 16 calendar days where these are sent by any other means. The Statutory Instrument mentioned above provides that review procedures are available in the High Court to a person who has or has had an interest in obtaining the framework agreement and alleges that he or she has been harmed or is at risk of being harmed by an infringement of the law in relation to that framework agreement.
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Source: OJS 2011/S 166-274843 (2011-08-26)
Contract award notice (2012-06-22)
Object
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2012-06-22 📅
Publication date: 2012-06-26 📅
Identifiers
Notice number: 2012/S 120-198663
Refers to notice: 2011/S 166-274843
OJ-S issue: 120
Additional information
Please note that this is a Contract Award Notice. (ET Ref:409952).

Object
Scope of the procurement
Estimated value excluding VAT: 800 000 💰
1 500 000 💰

Procedure
Award criteria
Criterion: 1. Evidence of the vendor's ability to meet all aspect of the contract requirements (3000)
2. Proposed service levels and levels of back-up technical assistance (1250)
3. Technical skills of the proposed resources (750)
4. Ultimate Cost (5000)

Award of contract
Date of contract conclusion: 2012-04-01 📅
Name: Pfh
Postal address: Eastgate Ave, Little Island, Co Cork
Postal town: Co Cork
Country: Ireland 🇮🇪
Internet address: www.pfh.ie 🌏
Information about tenders
Number of tenders received: 8

Complementary information
Review body
Name: High Court
Postal address: Chief Registrar, The Four Courts
Postal town: Dublin 7
Country: Ireland 🇮🇪
Source: OJS 2012/S 120-198663 (2012-06-22)
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