Specialised call centre triage services and related administrative support services

Health Service Executive (HSE)

To provide a full front line customer contact triage service to ensure customer contact response within agreed SLA’s, currently 80 % calls answered in less than 20 seconds, calls and mail redirected as appropriate on the day. The service will also be required to report on a daily, weekly and monthly basis on all customer interactions, referrals etc. including detailed analysis of contact type and subject.
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=278592.

Deadline

The time limit for receipt of tenders was 2011-09-19. The procurement was published on 2011-07-28.

Suppliers

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

• Rigneydolphin

Who?

• Health Service Executive (HSE)

What?

• Telecommunications cable and equipment › Telecommunications facilities

Where?

• Éire/Ireland

Procurement history

Date	Document
2011-07-28	Contract notice
2012-05-15	Contract award notice

Contract notice (2011-07-28)
Object
Scope of the procurement
Title: telecommunications facilities
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: Telecommunications facilities 📦

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
Postal address: Exit 5, M50, North Road, Finglas
Postal town: Dublin 11
Contact
Internet address: http://www.hse.ie 🌏
E-mail: dave.moore@hse.ie 📧
Phone: +353 18647100 📞
Fax: +353 18343589 📠

Reference
Dates
Date dispatched: 2011-07-28 📅
Submission deadline: 2011-09-19 📅
Publication date: 2011-08-02 📅
Identifiers
Notice number: 2011/S 146-242927
OJ-S issue: 146
Additional information

Requirement to provide: — Customer call/email/contact triage handling and reporting (telephone calls, emails and letters), — Call/email/letter classification and redirection, — Call Centre support services, — Contact analysis and reporting, — Provide secure online real time monitoring of service provision, — Provide regular agent customer care assessment and reports. NB Costs: to ensure a fair evaluation of all tenders the cost shown should be a single figure, net of VAT, showing the annual cost of providing for 1,500 three minute calls per day, opening reading and responding (or forwarding) 200 emails per day and making 400 two minute call backs per day, for a total of 251 standard working days in the year. No bank holidays or weekend work should be included in the annual costing provided, however weekend and bank holiday rates should be shown on the detailed cost breakdown, provided separately. The cost shown must include all associated set up costs, training, supervision, management and reporting arrangements, and any other costs that may be associated with this work, i.e. it must be the total cost of providing this service in one year at the volumes of work set out above. Approximately four days training will be required. Documentation for the training will be provided to the successful company, however the initial training and any follow up training required must be managed and delivered by the successful company’s training team. A detailed breakdown of the costs must also be provided separately showing the cost of each individual item, and any further discounts that may be provided, e.g. if volumes exceed X the rate will be reduced by Y%. It must be noted that the actual cost of the service will be based on the actual volumes of work carried out on a pro rata basis of the costs submitted in the tender, subject to a limit of 50 % variance in either direction. You must also set out the change in price should the volume of work increase or reduce by more than 50 % of these volumes. For the purpose of determining average volumes, in relation to the rate paid, a period of three calendar months will be used on a rolling basis to establish the average. Daily, weekly or monthly variations will not result in an alteration to the rate paid. (ET Ref:278592).

Additional information

Requirement to provide:

— Customer call/email/contact triage handling and reporting (telephone calls, emails and letters),

— Call/email/letter classification and redirection,

— Call Centre support services,

— Contact analysis and reporting,

— Provide secure online real time monitoring of service provision,

— Provide regular agent customer care assessment and reports.

NB Costs: to ensure a fair evaluation of all tenders the cost shown should be a single figure, net of VAT, showing the annual cost of providing for 1,500 three minute calls per day, opening reading and responding (or forwarding) 200 emails per day and making 400 two minute call backs per day, for a total of 251 standard working days in the year. No bank holidays or weekend work should be included in the annual costing provided, however weekend and bank holiday rates should be shown on the detailed cost breakdown, provided separately.

The cost shown must include all associated set up costs, training, supervision, management and reporting arrangements, and any other costs that may be associated with this work, i.e. it must be the total cost of providing this service in one year at the volumes of work set out above. Approximately four days training will be required. Documentation for the training will be provided to the successful company, however the initial training and any follow up training required must be managed and delivered by the successful company’s training team.

A detailed breakdown of the costs must also be provided separately showing the cost of each individual item, and any further discounts that may be provided, e.g. if volumes exceed X the rate will be reduced by Y%.

It must be noted that the actual cost of the service will be based on the actual volumes of work carried out on a pro rata basis of the costs submitted in the tender, subject to a limit of 50 % variance in either direction. You must also set out the change in price should the volume of work increase or reduce by more than 50 % of these volumes.

For the purpose of determining average volumes, in relation to the rate paid, a period of three calendar months will be used on a rolling basis to establish the average. Daily, weekly or monthly variations will not result in an alteration to the rate paid.

(ET Ref:278592).

Object
Scope of the procurement
Short description:

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=278592.

Duration: 36 months
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:

(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.

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 from an independent body attesting conformity to environmental management standards in accordance with the Community eco-management and audit scheme (EMAS); or the European standard BS EN ISO 14001.

(4) 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

(5) 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.

(6) 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;

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

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

(9) 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.

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

(11) 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.

Contract execution
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them: Payment is made by EFT within 30 days on receipt of valid invoice.

Procedure
Tender validity period: 36 months
Tender opening date: 2011-09-20 📅
Place of opening: HSE, PCRS, Exit 5, M50 North Road, Finglas, Dublin 11.
Place: HSE, PCRS, Exit 5, M50 North Road, Finglas, Dublin 11.
Award criteria
Criterion: 1. Cost.Cost should be shown as a single annual figure for the provision of all services based on the volumes set out in the attached document. The figure should be the most economically advantageous way that your company can provide the services required. (60 %)
2. Evidence of a strong, established ability in the provision of customer call/email/contact triage handling and reporting (20 %)
3. Evidence of experience of dealing with projects of a similar size and scale, adequate resources and ability to fulfil the current brief and expand at short notice to deal with additional volumes, while maintaining agreed SLA’s if/as required (20 %)
Languages
Language: English 🗣️

Contracting authority
Identity
Awarding authority name: Health Service Executive (HSE)
Contact
Contact point: Primary Care Reimbursement Service
David Moore
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA7381 🌏
Name: Health Service Executive (HSE)
URL for further information: http://www.hse.ie 🌏
URL for documents: http://www.hse.ie 🌏
URL for participation: http://www.hse.ie 🌏

Reference
Additional information

Requirement to provide:

— Customer call/email/contact triage handling and reporting (telephone calls, emails and letters),

— Call/email/letter classification and redirection,

— Call Centre support services,

— Contact analysis and reporting,

— Provide secure online real time monitoring of service provision,

— Provide regular agent customer care assessment and reports.

NB Costs: to ensure a fair evaluation of all tenders the cost shown should be a single figure, net of VAT, showing the annual cost of providing for 1,500 three minute calls per day, opening reading and responding (or forwarding) 200 emails per day and making 400 two minute call backs per day, for a total of 251 standard working days in the year. No bank holidays or weekend work should be included in the annual costing provided, however weekend and bank holiday rates should be shown on the detailed cost breakdown, provided separately.

The cost shown must include all associated set up costs, training, supervision, management and reporting arrangements, and any other costs that may be associated with this work, i.e. it must be the total cost of providing this service in one year at the volumes of work set out above. Approximately four days training will be required. Documentation for the training will be provided to the successful company, however the initial training and any follow up training required must be managed and delivered by the successful company’s training team.

A detailed breakdown of the costs must also be provided separately showing the cost of each individual item, and any further discounts that may be provided, e.g. if volumes exceed X the rate will be reduced by Y%.

It must be noted that the actual cost of the service will be based on the actual volumes of work carried out on a pro rata basis of the costs submitted in the tender, subject to a limit of 50 % variance in either direction. You must also set out the change in price should the volume of work increase or reduce by more than 50 % of these volumes.

For the purpose of determining average volumes, in relation to the rate paid, a period of three calendar months will be used on a rolling basis to establish the average. Daily, weekly or monthly variations will not result in an alteration to the rate paid.

(ET Ref:278592).

Complementary information
Review body
Name: High Court
Postal address: High Courts Central Office, Four Courts, Inns Quay
Postal town: Dublin
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 188600 📞
Internet address: www.courts.ie 🌏
Fax: +353 91886125 📠
Recurrent procurement
36 - 60 months
Source: OJS 2011/S 146-242927 (2011-07-28)

Contract award notice (2012-05-15)
Object
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2012-05-15 📅
Publication date: 2012-05-18 📅
Identifiers
Notice number: 2012/S 94-155066
Refers to notice: 2011/S 146-242927
OJ-S issue: 94
Additional information
(ET Ref:426672).

Procedure
Award criteria
Criterion: 1. Cost. Cost should be shown as a single annual figure for the provision of all services based on the volumes set out in the attached document. The figure should be the most economically advantageous way that your company can provide the services required (60)
2. Evidence of a strong, established ability in the provision of Customer call/email/contact triage handling and reporting (20)
3. Evidence of experience of dealing with projects of a similar size and scale, adequate resources and ability to fulfil the current brief and expand at short notice to deal with additional volumes, while maintaining agreed SLA’s if/as required (20)

Award of contract
Date of contract conclusion: 2012-05-11 📅
Name: Rigneydolphin
Postal address: Unit 10/11, Ida Industrial Estate
Postal town: Waterford
Country: Ireland 🇮🇪
Information about tenders
Number of tenders received: 5

Complementary information
Review body
Fax: +353 1886125 📠
Source: OJS 2012/S 094-155066 (2012-05-15)

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