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 awarding authority has indicated that it will accept electronic responses to this notice via a 'Tender Submission Postbox' facility. Further details of this facility are available at http://www.etenders.gov.ie/PostBox/Postbox_Explain.aspx?ID=468592. />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 any last minute problems. The postbox closes precisely at the time stated.

Deadline

The time limit for receipt of tenders was 2012-08-28. The procurement was published on 2012-07-19.

Suppliers

The 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 CER’s first point of contact for all customer contact. This service would be responsible for handling all contacts currently being received by the Energy Customers Team. These contacts can be either information queries or complaints and are received by phone, e-mail, post and fax. Fulfilment of this service will require the Tenderer to use and have access, on a real time basis, to the CER’s existing Customer Contact System (CMS) including its e-mail which is contained within this system. However, the Tenderer will be required to provide their own telephone system which has 100 % call recording functionality. There is a dedicated helpline (1890) number which will be routed to the Customer Contact Centre for the purposes of this contract. The operating times for this service are Monday – Friday (exclusive of Bank and Public holidays) from 9am – 5:30 pm.For the purposes of tendering, adjusted historical volumes in relation to 2011 are provided. However the CER anticipates that increases in volumes will occur due to changes in the functions of the CER to include the regulation of water and also organic growth in customer contact. As such the Tenderer should allow flexibility to upscale in their tender.
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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 website (www.etenders.gov.ie) only. Registration is free of charge and there is no charge for documents. The Commission for Energy Regulation (CER) will not accept responsibility for information relayed (or not relayed) via third parties. If the Request for Tender document is in any way altered or edited, the subsequent tender may be deemed inadmissible. 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 by 20.8.2012 in order to provide ample time for response. Should a tenderer have any difficulties using this facility, please call Millstream (eTenders support) on +353 16177944. Any additional information elicited which could be material in submitting a tender will be made available to all potential tenderers via the online ‘Questions and Answers’ facility. 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 without the written permission of the tenderer except insofar as is specifically required for the consideration and evaluation of the response or as may be required under law, including the Freedom of Information Acts 1997 and 2003, EU and Irish Government Procurement Procedures or in response to questions, debates or other parliamentary procedures in or of the Oireachtas (the IrishParliament). 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).
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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. 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).
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 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.
Show more
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 awarding authority has indicated that it will accept electronic responses to this notice via a 'Tender Submission Postbox' facility. Further details of this facility are available at http://www.etenders.gov.ie/PostBox/Postbox_Explain.aspx?ID=468592.
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 any last minute problems. The postbox closes precisely at the time stated.
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 CER’s first point of contact for all customer contact. This service would be responsible for handling all contacts currently being received by the Energy Customers Team. These contacts can be either information queries or complaints and are received by phone, e-mail, post and fax. Fulfilment of this service will require the Tenderer to use and have access, on a real time basis, to the CER’s existing Customer Contact System (CMS) including its e-mail which is contained within this system. However, the Tenderer will be required to provide their own telephone system which has 100 % call recording functionality. There is a dedicated helpline (1890) number which will be routed to the Customer Contact Centre for the purposes of this contract. The operating times for this service are Monday – Friday (exclusive of Bank and Public holidays) from 9am – 5:30 pm.
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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 occur due to changes in the functions of the CER to include the regulation of water and also organic growth in customer contact. As such the Tenderer should allow flexibility to upscale in their tender.
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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).
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 Qualification Criteria applicable to this contract.
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 Qualification Criteria applicable to this contract.
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 (Late Payment in Commercial Transactions) Regulations 2002.
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
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 website (www.etenders.gov.ie) only. Registration is free of charge and there is no charge for documents. The Commission for Energy Regulation (CER) will not accept responsibility for information relayed (or not relayed) via third parties. If the Request for Tender document is in any way altered or edited, the subsequent tender may be deemed inadmissible.
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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 by 20.8.2012 in order to provide ample time for response. Should a tenderer have any difficulties using this facility, please call Millstream (eTenders support) on +353 16177944. Any additional information elicited which could be material in submitting a tender will be made available to all potential tenderers via the online ‘Questions and Answers’ facility.
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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 without the written permission of the tenderer except insofar as is specifically required for the consideration and evaluation of the response or as may be required under law, including the Freedom of Information Acts 1997 and 2003, EU and Irish Government Procurement Procedures or in response to questions, debates or other parliamentary procedures in or of the Oireachtas (the IrishParliament).
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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)
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)
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