Provision of Customer Contact Management Services
Commission for Energy Regulation
The Commission for Energy Regulation (‘the CER’) is the independent body responsible for overseeing the regulation of Ireland's electricity and gas sectors. The CER has a specific statutory function in relation to handling complaints and providing information to natural gas and electricity customers set out in SI 463 of 2011. Currently this service is provided in-house by a dedicated team known as the Energy Customers Team (ECT).
As a result of increasing customer contact levels and an expanded remit, the CER has decided to procure a Customer Contact Management Service from a suitably qualified organisation. The outsourcing of its customer contact service is the purpose of this Tender with its main requirement being that the successful Tenderer becomes the CER’s first point of contact for all customer contact.
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=468592.
The time limit for receipt of tenders was 2012-08-28. The procurement was published on 2012-07-19.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What? Where?
Procurement history
| Date | Document |
|---|---|
| 2012-07-19 | Contract notice |
| 2012-12-04 | Contract award notice |
Contract notice (2012-07-19)
Object
Scope of the procurement
Title: administrative services for business operations
Quantity or scope:
“The outsourcing of the CER customer contact service is the purpose of this Tender with its main requirement being that the successful Tenderer becomes the...”
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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: 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: Commission for Energy Regulation
Postal address: The Exchange, Belgard Square North
Postal code: Dublin 24
Postal town: Tallaght
Contact
Internet address: http://www.cer.ie 🌏
Phone: +353 14000800 📞
Fax: +353 14000850 📠
Reference
Dates
Date dispatched: 2012-07-19 📅
Submission deadline: 2012-08-28 📅
Publication date: 2012-07-21 📅
Identifiers
Notice number: 2012/S 139-232771
OJ-S issue: 139
Additional information
“1. Please note that all information relating to this tender, including tender documentation, clarifications and changes, will be published on the E Tenders...”
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Object
Scope of the procurement
Short description:
“The Commission for Energy Regulation (‘the CER’) is the independent body responsible for overseeing the regulation of Ireland's electricity and gas sectors....”
Show more
“As a result of increasing customer contact levels and an expanded remit, the CER has decided to procure a Customer Contact Management Service from a...”
Show more
“NOTE: To register your interest in this notice and obtain any additional information please visit the eTenders Web Site at...”
Show more
“The awarding authority has indicated that it will accept electronic responses to this notice via a 'Tender Submission Postbox' facility. Further details of...”
Show more
“Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid...”
Show more
Quantity or scope:
“The outsourcing of the CER customer contact service is the purpose of this Tender with its main requirement being that the successful Tenderer becomes the...”
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“For the purposes of tendering, adjusted historical volumes in relation to 2011 are provided. However the CER anticipates that increases in volumes will...”
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Description of options:
“It is proposed to put in place a contract for a period of 1 year with an option for renewal for up to a further 3 years.”
Provisional timetable for use of options: 12 months
Number of possible renewals: 1
Time frame for subsequent contracts: 36 months
Reference number: 011-03-249
Place of performance
Main site or place of performance:
“Dublin.”
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
“All tenderers are required to complete a Declaration of Bona Fides pursuant to Article 45 of EU Directive 2004/18/EC (refer to Appendix B of the Request for Tender).”
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Economic and financial standing:
“Please refer to Section 4.1 of the Request for Tender document, available to download from www.etenders.gov.ie, for relevant conditions with respect to...”
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Technical and professional ability:
“Please refer to Section 4.1 of the Request for Tender document, available to download from www.etenders.gov.ie, for relevant conditions with respect to...”
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Contract execution
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
“It should be noted that a schedule of payments will be agreed with the successful tenderer. The CER operates in accordance with the European Communities...”
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Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
“A grouping if successful must be prepared to contract as a single entity having joint and several liability.”
Names and professional qualifications of the staff ✅
Procedure
Languages
Language: English 🗣️
Irish 🗣️
Contracting authority
Contact
Contact point: Breda Coss
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA01831 🌏
Name: Commission for Energy Regulation
Postal address: The Exchange, Belgard Square North
Postal town: Tallaght
Postal code: Dublin 24
Country: Ireland 🇮🇪
URL for further information: http://www.cer.ie 🌏
URL for documents: http://www.cer.ie 🌏
URL for participation: http://www.cer.ie 🌏
Reference
Identifiers
Reference number attributed by the contracting authority: 011-03-249
Additional information
“1. Please note that all information relating to this tender, including tender documentation, clarifications and changes, will be published on the E Tenders...”
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“2. All enquiries regarding this tender should be submitted via the online ‘Questions and Answers’ facility with the contract notice on www.etenders.gov.ie...”
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“3. All responses to this Request for Tenders will be treated in confidence and no information contained therein will be communicated to any third party...”
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“4. The CER will not be responsible for costs, charges or expenses incurred by candidates whether or not the final contract is awarded.”
“Please refer to the Request for Tender document available to download from www.etenders.gov.ie for all additional information.”
“(ET Ref:468592).”
Complementary information
Review body
Name: The High Court
Postal address: Chief Registrar, Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Recurrent procurement
“4 Years”
Source: OJS 2012/S 139-232771 (2012-07-19)
Object
Scope of the procurement
Title: administrative services for business operations
Quantity or scope:
“The outsourcing of the CER customer contact service is the purpose of this Tender with its main requirement being that the successful Tenderer becomes the...”
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: 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: Commission for Energy Regulation
Postal address: The Exchange, Belgard Square North
Postal code: Dublin 24
Postal town: Tallaght
Contact
Internet address: http://www.cer.ie 🌏
Phone: +353 14000800 📞
Fax: +353 14000850 📠
Reference
Dates
Date dispatched: 2012-07-19 📅
Submission deadline: 2012-08-28 📅
Publication date: 2012-07-21 📅
Identifiers
Notice number: 2012/S 139-232771
OJ-S issue: 139
Additional information
“1. Please note that all information relating to this tender, including tender documentation, clarifications and changes, will be published on the E Tenders...”
Object
Scope of the procurement
Short description:
“The Commission for Energy Regulation (‘the CER’) is the independent body responsible for overseeing the regulation of Ireland's electricity and gas sectors....”
“As a result of increasing customer contact levels and an expanded remit, the CER has decided to procure a Customer Contact Management Service from a...”
Show more (3)
“NOTE: To register your interest in this notice and obtain any additional information please visit the eTenders Web Site at...”
“The awarding authority has indicated that it will accept electronic responses to this notice via a 'Tender Submission Postbox' facility. Further details of...”
“Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid...”
“The outsourcing of the CER customer contact service is the purpose of this Tender with its main requirement being that the successful Tenderer becomes the...”
“For the purposes of tendering, adjusted historical volumes in relation to 2011 are provided. However the CER anticipates that increases in volumes will...”
Description of options:
“It is proposed to put in place a contract for a period of 1 year with an option for renewal for up to a further 3 years.”
Provisional timetable for use of options: 12 months
Number of possible renewals: 1
Time frame for subsequent contracts: 36 months
Reference number: 011-03-249
Place of performance
Main site or place of performance:
“Dublin.”
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
“All tenderers are required to complete a Declaration of Bona Fides pursuant to Article 45 of EU Directive 2004/18/EC (refer to Appendix B of the Request for Tender).”
Economic and financial standing:
“Please refer to Section 4.1 of the Request for Tender document, available to download from www.etenders.gov.ie, for relevant conditions with respect to...”
Technical and professional ability:
“Please refer to Section 4.1 of the Request for Tender document, available to download from www.etenders.gov.ie, for relevant conditions with respect to...”
Contract execution
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
“It should be noted that a schedule of payments will be agreed with the successful tenderer. The CER operates in accordance with the European Communities...”
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
“A grouping if successful must be prepared to contract as a single entity having joint and several liability.”
Names and professional qualifications of the staff ✅
Procedure
Languages
Language: English 🗣️
Irish 🗣️
Contracting authority
Contact
Contact point: Breda Coss
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA01831 🌏
Name: Commission for Energy Regulation
Postal address: The Exchange, Belgard Square North
Postal town: Tallaght
Postal code: Dublin 24
Country: Ireland 🇮🇪
URL for further information: http://www.cer.ie 🌏
URL for documents: http://www.cer.ie 🌏
URL for participation: http://www.cer.ie 🌏
Reference
Identifiers
Reference number attributed by the contracting authority: 011-03-249
Additional information
“1. Please note that all information relating to this tender, including tender documentation, clarifications and changes, will be published on the E Tenders...”
“2. All enquiries regarding this tender should be submitted via the online ‘Questions and Answers’ facility with the contract notice on www.etenders.gov.ie...”
Show more (4)
“3. All responses to this Request for Tenders will be treated in confidence and no information contained therein will be communicated to any third party...”
“4. The CER will not be responsible for costs, charges or expenses incurred by candidates whether or not the final contract is awarded.”
“Please refer to the Request for Tender document available to download from www.etenders.gov.ie for all additional information.”
“(ET Ref:468592).”
Complementary information
Review body
Name: The High Court
Postal address: Chief Registrar, Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Recurrent procurement
“4 Years”
Source: OJS 2012/S 139-232771 (2012-07-19)
Contract award notice (2012-12-04)
Object
Notice metadata
Document type: Contract award notice
Regulation: European Union
Procedure
Type of bid: Not applicable
Contracting authority
Contact
E-mail: procurement@cer.ie 📧
Reference
Dates
Date dispatched: 2012-12-04 📅
Publication date: 2012-12-06 📅
Identifiers
Notice number: 2012/S 235-386437
Refers to notice: 2012/S 139-232771
OJ-S issue: 235
Object
Place of performance
Main site or place of performance:
“Ireland.”
Procedure
Award criteria
Criterion: 1. Quality and technical merit of proposals for providing service detailed in Section 2 of the RFT (30)
2. Knowledge and technical merit of the human resources proposed (30)
3. Reliability & continuity of service / supply (10)
4. Ultimate cost of providing the service (30)
Award of contract
Date of contract conclusion: 2012-12-01 📅
Name: ARI Services Europe Ltd t/a ARISE
Postal address: Pearse Road, Raheen Industrial Estate, Co. Limerick
Postal town: Limerick
Country: Ireland 🇮🇪
Information about tenders
Number of tenders received: 5
Contracting authority
Contact
Contact point: Siobhan Keating
Complementary information
Review body
Postal town: Dublin
Postal code: 7
Internet address: http://www.courts.ie 🌏
Source: OJS 2012/S 235-386437 (2012-12-04)
Object
Notice metadata
Document type: Contract award notice
Regulation: European Union
Procedure
Type of bid: Not applicable
Contracting authority
Contact
E-mail: procurement@cer.ie 📧
Reference
Dates
Date dispatched: 2012-12-04 📅
Publication date: 2012-12-06 📅
Identifiers
Notice number: 2012/S 235-386437
Refers to notice: 2012/S 139-232771
OJ-S issue: 235
Object
Place of performance
Main site or place of performance:
“Ireland.”
Procedure
Award criteria
Criterion: 1. Quality and technical merit of proposals for providing service detailed in Section 2 of the RFT (30)
2. Knowledge and technical merit of the human resources proposed (30)
3. Reliability & continuity of service / supply (10)
4. Ultimate cost of providing the service (30)
Award of contract
Date of contract conclusion: 2012-12-01 📅
Name: ARI Services Europe Ltd t/a ARISE
Postal address: Pearse Road, Raheen Industrial Estate, Co. Limerick
Postal town: Limerick
Country: Ireland 🇮🇪
Information about tenders
Number of tenders received: 5
Contracting authority
Contact
Contact point: Siobhan Keating
Complementary information
Review body
Postal town: Dublin
Postal code: 7
Internet address: http://www.courts.ie 🌏
Source: OJS 2012/S 235-386437 (2012-12-04)
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