Provision of Helpline Services
Central Bank of Ireland
The service provider will be required to handle calls from members of the public who require information on Central Bank operations and financial sector regulation on behalf of the Central Bank of Ireland within established parameters; to escalate calls to the Central Bank of Ireland where necessary and to maintain a database of all calls received. These services are currently provided offsite. On occasions, there may be a requirement for a significant ramp-up in services to take account of increased numbers of calls following an unexpected announcement/event. On these occasions, there may be a requirement for some processing work/checking of caller details against a database in addition to the normal call handling.
It will be a requirement of the tender that firms provide premises equipped with the telephone equipment and information technology to support and report on the required service. With regard to the staffing of the facility, background/experience in the financial services industry in Ireland is required. Fluency in the English language and an ability to communicate in the Irish language are also required. The contract will be established initially for one year. Subject to satisfactory performance and ongoing review by the Central Bank of Ireland, it may be extended annually for up to two additional years.
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=222832.
The time limit for receipt of tenders was 2011-05-18. The procurement was published on 2011-04-18.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What? Where?| Date | Document |
|---|---|
| 2011-04-18 | Contract notice |
| 2012-01-13 | Contract award notice |
Object
Scope of the procurement
Title: telephone-answering services
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: Telephone-answering services 📦
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: PO Box 559, Dame Street
Postal code: 2
Postal town: Dublin
Contact
Internet address: http://www.centralbank.ie 🌏
E-mail: kathleen.kelly@centralbank.ie 📧
Phone: +353 12246280 📞
Fax: +353 16716561 📠
Reference
Dates
Date dispatched: 2011-04-18 📅
Submission deadline: 2011-05-18 📅
Publication date: 2011-04-20 📅
Identifiers
Notice number: 2011/S 77-126803
OJ-S issue: 77
Additional information
(ET Ref:222832).
Object
Scope of the procurement
Short description:
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:
Deposits and guarantees required: Please see attached Pre Qualification Questionnaire.
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them: Please see pre qualification questionnaire attached.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded: Please see pre qualification questionnaire attached.
Names and professional qualifications of the staff ✅
Procedure
Minimum number of candidates: 5
Date of dispatch of invitations: 2011-06-07 📅
Languages
Language: English 🗣️
Irish 🗣️
Contracting authority
Identity
Awarding authority name: Central Bank of Ireland
Contact
Contact point: General Secretariat Department
Kathleen Kelly
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA05011 🌏
Name: Central Bank of Ireland
URL for further information: http://www.centralbank.ie 🌏
URL for documents: http://www.centralbank.ie 🌏
URL for participation: http://www.centralbank.ie 🌏
Complementary information
Review body
Name: The High Court
Postal address: Four Courts Inns Quay Dublin 7
Postal town: Dublin
Postal code: D7
Country: Ireland 🇮🇪
Internet address: www.courts.ie 🌏
Service from which information about the review procedure may be obtained
Same as: Review body
Source: OJS 2011/S 077-126803 (2011-04-18)
Object
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal town: Dublin 2
Reference
Dates
Date dispatched: 2012-01-13 📅
Publication date: 2012-01-17 📅
Identifiers
Notice number: 2012/S 10-014725
Refers to notice: 2011/S 77-126803
OJ-S issue: 10
Additional information
Procedure
Award criteria
Criterion: 1. Ultimate cost (35)
2. Technical capacity to provide service – detailed specification required (35)
3. Flexibility to alter and ramp up the service if required (30)
4. Reliability and ability to meet deadlines (25)
5. Understanding of role of the Central Bank and of our requirements brief in relation to this service (20)
6. Proposals for quality control (20)
7. Methodology for delivery of the service including how team/account would be managed (15)
8. Dedicated resources committed to this contract (10)
9. Details of business continuity plan and provisions in place to continue existing services in event of emergencies (10)
Award of contract
Date of contract conclusion: 2011-12-14 📅
Name: Abtran Limited
Postal address: Unit 4, University Technology Centre, Curraheen Road
Postal town: Bishopstown Cork
Country: Ireland 🇮🇪
Internet address: www.abtran.com 🌏
Information about tenders
Number of tenders received: 5
Complementary information
Review body
Postal address: Four Courts Inns Quay, 7, D7
Source: OJS 2012/S 010-014725 (2012-01-13)
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