Provision of enquiry & feedback handling services for and on behalf of the NCSS

Health Service Executive

The National Cancer Screening Service (NCSS) wishes to invite tender submissions from suitably-qualified, equipped and experienced Service provider/s for the provision of enquiry & feedback handling services for and on behalf of the NCSS to commence from July 2012.
The initial contract will be awarded for two (2) years with an option to extend for a further two (2) years if deemed appropriate.
Service provider/s will provide call, e-mail, online enquiry & feedback handling support services for and on behalf of the existing CervicalCheck programme which has been in operation since Sept 2008 and for the planned National Colorectal Screening Programme which will commence from July 2012 and also the National Diabetic Retinopathy Screening Programme which is planned to commence in 2012 /2013.
The NCSS does not guarantee that any minimum level of service or programme provision will be procured as a result of this tendering process.
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=353652.

Deadline

The time limit for receipt of tenders was 2012-01-23. The procurement was published on 2011-12-12.

Suppliers

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

• Call Management

Who?

• Health Service Executive

What?

• Telephone-answering services › Call centre

Where?

• Éire/Ireland

Procurement history

Date	Document
2011-12-12	Contract notice
2012-08-08	Contract award notice

Contract notice (2011-12-12)
Object
Scope of the procurement
Title: call centre
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: Call centre 📦

Procedure
Procedure type: Open 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
Awarding authority name: Health Service Executive
Postal address: Oak House, Millennium Park, Co. Kildare
Postal town: Naas
Contact
Internet address: http://www.cancerscreening.ie 🌏
Phone: +353 8659300 📞
Fax: +353 8659333 📠

Reference
Dates
Date dispatched: 2011-12-12 📅
Submission deadline: 2012-01-23 📅
Publication date: 2011-12-14 📅
Identifiers
Notice number: 2011/S 240-389614
OJ-S issue: 240
Additional information

Service provider/s must demonstrate their ability to deliver an enquiry & feedback handling service for and on behalf of specific NCSS programmes. Service provider/s must be capable of dealing with enquiries from people living within the Republic of Ireland, to accurately record names, addresses and place names in both the Irish (An Gaeilge) and English languages, and to accurately identify and locate addresses within the geography of the Republic of Ireland. Service provider/s will provide call, e-mail, online enquiry & feedback handling support services for and on behalf of the existing CervicalCheck programme which has been in operation since Sept 2008 and for the planned National Colorectal Screening Programme which will commence from July 2012 and also the National Diabetic Retinopathy Screening Programme which is planned to commence in 2012 /2013. It should be noted that both the National Colorectal Screening Programme and the National Diabetic Retinopathy Screening Programme are in the planning stages of development. The information provided within this document should be used as a guide to the service provisions sought for both programmes and are open to change at all times at the discretion of the NCSS. (ET Ref:353652).

Object
Scope of the procurement
Short description:

The initial contract will be awarded for two (2) years with an option to extend for a further two (2) years if deemed appropriate.

Service provider/s will provide call, e-mail, online enquiry & feedback handling support services for and on behalf of the existing CervicalCheck programme which has been in operation since Sept 2008 and for the planned National Colorectal Screening Programme which will commence from July 2012 and also the National Diabetic Retinopathy Screening Programme which is planned to commence in 2012 /2013.

The NCSS does not guarantee that any minimum level of service or programme provision will be procured as a result of this tendering process.

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=353652.

Duration: 24 months
Reference number: HSE REF 254 / 11
Place of performance
Main site or place of performance: Dublin & Limerick.

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

(1) All candidates will be required to produce a certificate or declaration demonstrating that they are not bankrupt or the subject of an administration order, are not being wound-up, have not granted a trust deed, are not the subject of a petition presented for sequestration of their estate, have not had a receiver, manager or administrator appointed and are not otherwise apparently insolvent;

(2) All candidates will be required to produce a certificate or declaration demonstrating that the candidate, their directors, or any other person who has powers of representation, decision or control of the candidate has not been convicted of conspiracy, corruption, bribery, or money laundering. Failure to provide such a declaration will result in the candidate being declared ineligible and they will not be selected to participate in this procurement process;

(3) All candidates will be required to produce a certificate or declaration demonstrating that they have not been convicted of a criminal offence relating to the conduct of their business or profession;

(4) All candidates will be required to produce a certificate or declaration demonstrating that they have not committed an act of grave misconduct in the course of their business or profession;

(5) All candidates must comply with the requirements of the State in which they are established, regarding registration on the professional or trade register;

(6) Any candidate found to be guilty of serious misrepresentation in providing any information required, may be declared ineligible and not selected to continue with this procurement process;

(7) All candidates will have to demonstrate that they are licensed, or a member of the relevant organisation, in the State where they are established, when the law of that State prohibits the provision of the services, described in this notice, by a person who is not so licensed or who is not a member of the relevant organisation;

(8) All candidates will be required to produce a certificate or declaration demonstrating that they have fulfilled obligations relating to the payment of social security contributions under the law or of the relevant State in which the candidate is established;

(9) All candidates will be required to produce a certificate or declaration demonstrating that they have fulfilled obligations relating to the payment of taxes under the law or of the relevant State in which the economic operator is established.

Economic and financial standing:

(1) All candidates will be required to provide a reference from their bank;

(2) All candidates will be required to provide evidence of relevant professional risk indemnity insurance;

(3) All candidates will be required to provide a statement, covering the 3 previous financial years including the overall turnover of the candidate and the turnover in respect of the activities which are of a similar type to the subject matter of this notice;

(4) All candidates will be required to provide statements of accounts or extracts from those accounts relating to their business.

HSE terms and conditions of contract.

Technical and professional ability:

(1) A statement of the candidate's average annual number of staff and managerial staff over the previous 3 years;

(2) Details of the educational and professional qualifications of their managerial staff; and those of the person(s) who would be responsible for providing the services or carrying out the work or works under the contract;

(3) All candidates will be required to provide certification drawn up by an independent body attesting the compliance of the economic operator with quality assurance standards based on the relevant European standards;

(4) Certificates drawn up by official quality control institutes or agencies of recognised competence attesting the conformity of products clearly identified by references to specifications or standards;

(5) Samples, descriptions and/or photographs, the authenticity of which must be certified if the contracting authority so requests;

(6) A statement of the principal goods sold or services provided by the supplier or the services provider in the past 3 years, detailing the dates on which the goods were sold or the services provided; the consideration received; the identity of the person to whom the goods were sold or the services were provided;

(7) A check may be carried out by the contracting authority or by a competent official body of the State in which the candidate is established, to verify the technical capacity of the candidate; and if relevant, on the candidates study and research facilities and quality control measures;

(8) A statement of the candidate's technical facilities; measures for ensuring quality; and their study and research facilities;

(9) An indication of the proportion of the contract which the services provider intends possibly to subcontract;

(10) A statement of the technicians or technical services available to the candidate to carry out the work under the contract; or be involved in the production of goods or the provision of services under the contract; particularly those responsible for quality control, whether or not they are independent of the candidate;

(11) A statement of the tools, plant or technical equipment available to the service provider or contractor for carrying out the contract;

(12) A list of works carried out over the past 5 years, detailing the value of the consideration received; when and where the work or works were carried out; and whether they were carried out according to the rules of the trade or profession and properly completed.

Procedure
Languages
Language: English 🗣️

Contracting authority
Contact
Contact point: Mark Phillips
Internet address: www.cancerscreening.ie 🌏
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA02432 🌏
Name: National Cancer Screening Service
Postal address: King's Inns House, 200 Parnell Street, 1
Postal town: Dublin
E-mail: mark.phillips@cancerscreening.ie 📧
URL for further information: www.cancerscreening.ie 🌏
URL for documents: www.cancerscreening.ie 🌏
URL for participation: www.cancerscreening.ie 🌏

Reference
Identifiers
Reference number attributed by the contracting authority: HSE REF 254 / 11
Additional information

Service provider/s must demonstrate their ability to deliver an enquiry & feedback handling service for and on behalf of specific NCSS programmes.

Service provider/s must be capable of dealing with enquiries from people living within the Republic of Ireland, to accurately record names, addresses and place names in both the Irish (An Gaeilge) and English languages, and to accurately identify and locate addresses within the geography of the Republic of Ireland.

It should be noted that both the National Colorectal Screening Programme and the National Diabetic Retinopathy Screening Programme are in the planning stages of development. The information provided within this document should be used as a guide to the service provisions sought for both programmes and are open to change at all times at the discretion of the NCSS.

(ET Ref:353652).

Complementary information
Review body
Name: The Four Courts
Postal address: Inns Quay, 7
Postal town: Dublin
Country: Ireland 🇮🇪
Source: OJS 2011/S 240-389614 (2011-12-12)

Contract award notice (2012-08-08)
Object
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Contracting authority
Contact
Phone: +353 18659300 📞
Fax: +353 18659333 📠

Reference
Dates
Date dispatched: 2012-08-08 📅
Publication date: 2012-08-10 📅
Identifiers
Notice number: 2012/S 153-255254
Refers to notice: 2011/S 240-389614
OJ-S issue: 153
Additional information
(ET Ref:480772).

Procedure
Award criteria
Criterion: 1. Ultimate costs (550)
2. Data capture and checking processes and procedures (200)
3. Quality processes and procedures (200)
4. Value added services (50)

Award of contract
Date of contract conclusion: 2012-06-01 📅
Name: Call Management
Postal address: 1G, The Atrium, Blackpool Retail Centre
Postal town: Cork
Country: Ireland 🇮🇪
Internet address: www.callmanagement.ie 🌏
Information about tenders
Number of tenders received: 6

Complementary information
Review body
Postal address: Inns Quay
Postal code: 7
Source: OJS 2012/S 153-255254 (2012-08-08)

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