Managed Services

Private Residential Tenancies Board

PRTB has initiated a Project to outsource its requirements for data management and contact centre services. PRTB’s aim is to provide an efficient, timely and customer centred service for (1) the processing of Registration and Dispute Applications, and payment of associated fees and (2) the interface with its customers to handle daily contact. It is envisaged that the award date for this contract will be in March 2012, and the outsourcing will commence on a phased basis.
This Project will require a number of services, divided into three lots as follows:
Lot 1: Document Management Services (see separate Documentation attached to notice).
Lot 2: Contact Centre (see separate Documentation attached to notice).
Lot 3: Scanning Services (see separate Documentation attached to notice).
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=350172.

Deadline

The time limit for receipt of tenders was 2011-12-19. The procurement was published on 2011-12-02.

Who?

• Private Residential Tenancies Board

What?

• Computer-related management services › Document management services
• General public services › Administrative services for business operations
• Scanning and invoicing services › Scanning services
• Telephone-answering services › Call centre

Where?

• Éire/Ireland

Procurement history

Date	Document
2011-12-02	Contract notice

Contract notice (2011-12-02)
Object
Scope of the procurement
Title: administrative services for business operations
Quantity or scope:

See II.1.5 above.In the case of each lot it is anticipated that a contract with a duration of 3 years will be awarded with an option to extend by a further 2 years, over periods to be set at the discretion of the contracting authority.

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: Administrative services for business operations 📦

Procedure
Procedure type: Competitive dialogue
Type of bid: Submission for one or more lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Awarding authority name: Private Residential Tenancies Board
Postal address: O'Connell Bridge House, D'Olier Street
Postal code: 2
Postal town: Dublin
Contact
Internet address: http://www.prtb.ie 🌏
E-mail: tenders@prtb.ie 📧

Reference
Dates
Date dispatched: 2011-12-02 📅
Submission deadline: 2011-12-19 📅
Publication date: 2011-12-07 📅
Identifiers
Notice number: 2011/S 235-381191
OJ-S issue: 235
Additional information

1) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers. 2) Contract award will be subject to the approval of the competent authorities and the receipt of necessary funding. 3) This is the sole call for competition for these services. 4) Contract award may be subject to the conduct of clarification meetings and the production of a valid tax clearance certificate. 5) It is the policy of the contracting authority, in accordance with EU procurement rules, to publish the value of contracts awarded to successful tenderers in the Official Journal of the EU. 6) PRTB undertakes to hold confidential any information provided by applicants following on from the Tender Stage, subject to PRTB's obligations under law. PRTB may however share information received with relevant Government Departments, who are subject to the Freedom of Information Act. Applications should state if any of the information supplied by them in response to this notice, is confidential or commercially sensitive or should not be disclosed in response to a request for information under the aforementioned Act. Applicants should state why they consider the information to be confidential or commercially sensitive. If applicants consider that none of the information supplied by them is confidential or commercially sensitive, they should make a statement to that effect. 7) Clarifications. The contracting authority is entitled, but not obliged, to seek clarification of any matter relevant to the tenders submitted. 8) It is anticipated that the Acquired Rights Directive will be deemed to apply to these contracts or that contractual equivalents will be included in the terms and conditions. The chosen participants will be provided with relevant information on this area as it becomes available. 9) Where a candidate applies for more than 1 lot, then the minimum turnover requirements under ref A2 of the relevant Qualification Questionnaire will be aggregated and the cumulative figure will constitute the overall minimum turnover required of the candidate the lots in question. 10) The contract ultimately signed with the successful tenderer under each lot may provide variations in the quality and scope of works during the currency of the contract. (ET Ref:346352). (ET Ref:347092). (ET Ref:350172).

Additional information

1) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.

2) Contract award will be subject to the approval of the competent authorities and the receipt of necessary funding.

3) This is the sole call for competition for these services.

4) Contract award may be subject to the conduct of clarification meetings and the production of a valid tax clearance certificate.

5) It is the policy of the contracting authority, in accordance with EU procurement rules, to publish the value of contracts awarded to successful tenderers in the Official Journal of the EU.

6) PRTB undertakes to hold confidential any information provided by applicants following on from the Tender Stage, subject to PRTB's obligations under law. PRTB may however share information received with relevant Government Departments, who are subject to the Freedom of Information Act. Applications should state if any of the information supplied by them in response to this notice, is confidential or commercially sensitive or should not be disclosed in response to a request for information under the aforementioned Act. Applicants should state why they consider the information to be confidential or commercially sensitive. If applicants consider that none of the information supplied by them is confidential or commercially sensitive, they should make a statement to that effect.

7) Clarifications.

The contracting authority is entitled, but not obliged, to seek clarification of any matter relevant to the tenders submitted.

8) It is anticipated that the Acquired Rights Directive will be deemed to apply to these contracts or that contractual equivalents will be included in the terms and conditions. The chosen participants will be provided with relevant information on this area as it becomes available.

9) Where a candidate applies for more than 1 lot, then the minimum turnover requirements under ref A2 of the relevant Qualification Questionnaire will be aggregated and the cumulative figure will constitute the overall minimum turnover required of the candidate the lots in question.

10) The contract ultimately signed with the successful tenderer under each lot may provide variations in the quality and scope of works during the currency of the contract.

(ET Ref:346352).

(ET Ref:347092).

(ET Ref:350172).

Object
Scope of the procurement
Short description:

This Project will require a number of services, divided into three lots as follows:

Lot 1: Document Management Services (see separate Documentation attached to notice).

Lot 2: Contact Centre (see separate Documentation attached to notice).

Lot 3: Scanning Services (see separate Documentation attached to notice).

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=350172.

Lot number: 2
Title of the lot: Contact Centre Services
Short description:

It is envisaged that the economic operator with whom this contract is established will act as the initial point of contact for all phone, postal and e-mail queries received in relation to PRTB services. The Contact Centre will provide expert assistance to applicants and service users on all related queries. It will interact seamlessly with the PRTB’s management and staff and will provide daily, weekly and monthly reports to the PRTB on the level and nature of queries received and resolved as per the agreed SLA.

Lot number: 3
Title of the lot: Scanning Services
Short description:

It is envisaged that the economic operator with whom this contract is established will act as the provider of all scanning requirements in relation to PRTB services. It will interact seamlessly with the PRTB’s management and staff and will provide daily, weekly and monthly reports to the PRTB on the level and nature of scanning services…

… provided.The types of documents to be scanned will include: Cheques/Postal Orders, supporting documentation such as Reports, Letters, photographs, etc.The type of Documents that will scanned using ICR (eventually replacing manual data entry of application forms described in Lot 1) will Include Registration Applications and Dispute Resolution Applications.

… provided.

The types of documents to be scanned will include: Cheques/Postal Orders, supporting documentation such as Reports, Letters, photographs, etc.

The type of Documents that will scanned using ICR (eventually replacing manual data entry of application forms described in Lot 1) will Include Registration Applications and Dispute Resolution Applications.

Lot number: 1
Title of the lot: Document Management Services
Short description:

It is envisaged that the economic operator with whom the contract is established will assume responsibility for the following: post handling, preparation of applicant documentation, manual data input of relevant data from application forms (pending introduction of ICR Scanning as per Lot 3), pursuing incomplete applications, processing of associated fees (non-cash), pursuing underpayment or adjusting overcharges, temporary storage of documents for a short period, the shredding of documentation and the secure transfer of PDF files/or use of PRTB terminals to input data directly to the PRTB TMS System.

Variants will be accepted ✅
Quantity or scope:

See II.1.5 above.

In the case of each lot it is anticipated that a contract with a duration of 3 years will be awarded with an option to extend by a further 2 years, over periods to be set at the discretion of the contracting authority.

Description of options: Extension up to 24 months.
Provisional timetable for use of options: 36 months
Time frame for subsequent contracts: 24 months
Place of performance
Main site or place of performance: Dublin, Ireland.

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:

1) Interested parties must register their interest on 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 this website, registration for which is free of charge. PRTB will not accept responsibility for information relayed (or not relayed) via third parties.

2) If for any reason it is not possible to conclude the contract with the designated successful tenderer emerging from this competitive process; or if having concluded the contract, the contracting authority terminates the contract; the contracting authority reserves the right to award the tender at any time during the validity period to the next highest scoring tenderer under the same terms as tendered by that party. 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.

3) At its absolute discretion, the contracting authority may elect to terminate this procurement process, the contract at any time in accordance with the terms and conditions of the contract.

(ET Ref:338452).

Economic and financial standing:

Candidates will be assessed under the selection criteria, and rules listed in the documentation available to download free from the Irish Government Public Procurement Opportunities Portal www.etenders.gov.ie.

Technical and professional ability:

Procedure
Minimum number of candidates: 5
Objective criteria for selection:

It is anticipated that subject to the number and quality of applications received that a minimum of 5 operators will be invited to participate.

Date of dispatch of invitations: 2011-12-22 📅
Languages
Language: English 🗣️
Irish 🗣️

Contracting authority
Contact
Contact point: Carmel Diskin
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA12441 🌏
Name: Private Residential Tenancies Board
URL for further information: http://www.prtb.ie 🌏
Name: Achilles Procurement Services
Postal address: 1 Harmsworth, Greenmount Office Park
Postal town: Harolds Cross
Postal code: 6W
Contact point: Harry Kettle
Phone: +353 14020114 📞
E-mail: info@achilles.com 📧
Fax: +353 14020110 📠
URL for participation: http://www.prtb.ie 🌏
URL for documents: http://www.prtb.ie 🌏

Reference
Additional information

1) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.

2) Contract award will be subject to the approval of the competent authorities and the receipt of necessary funding.

3) This is the sole call for competition for these services.

4) Contract award may be subject to the conduct of clarification meetings and the production of a valid tax clearance certificate.

5) It is the policy of the contracting authority, in accordance with EU procurement rules, to publish the value of contracts awarded to successful tenderers in the Official Journal of the EU.

6) PRTB undertakes to hold confidential any information provided by applicants following on from the Tender Stage, subject to PRTB's obligations under law. PRTB may however share information received with relevant Government Departments, who are subject to the Freedom of Information Act. Applications should state if any of the information supplied by them in response to this notice, is confidential or commercially sensitive or should not be disclosed in response to a request for information under the aforementioned Act. Applicants should state why they consider the information to be confidential or commercially sensitive. If applicants consider that none of the information supplied by them is confidential or commercially sensitive, they should make a statement to that effect.

7) Clarifications.

The contracting authority is entitled, but not obliged, to seek clarification of any matter relevant to the tenders submitted.

8) It is anticipated that the Acquired Rights Directive will be deemed to apply to these contracts or that contractual equivalents will be included in the terms and conditions. The chosen participants will be provided with relevant information on this area as it becomes available.

9) Where a candidate applies for more than 1 lot, then the minimum turnover requirements under ref A2 of the relevant Qualification Questionnaire will be aggregated and the cumulative figure will constitute the overall minimum turnover required of the candidate the lots in question.

10) The contract ultimately signed with the successful tenderer under each lot may provide variations in the quality and scope of works during the currency of the contract.

(ET Ref:346352).

(ET Ref:347092).

(ET Ref:350172).

Complementary information
Review body
Name: The High Court
Postal address: Four Courts, Ground Floor (East Wing), Inns Quay
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Internet address: www.courts.ie 🌏
Information about review deadlines:

Please see the relevant Irish Statutory Instruments (SI 130 of 2010 and SI 420 of 2010) available at www.irishstatutebook.ie.

Service from which information about the review procedure may be obtained
Name: The Courts Service
Postal address: 15 / 24 Phoenix Street, North Smithfield
Phone: +353 18886000 📞
Fax: +353 18735242 📠
Source: OJS 2011/S 235-381191 (2011-12-02)

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