Tender for the provision of contact management services

National Consumer Agency

The National Consumer Agency (NCA) wishes to contract for a specialist provider of contact centre services to assist it in the execution of its operations and statutory functions, mainly in the area of information for consumers in relation to their rights when buying goods and services and also on personal finance.
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=373132.

Deadline

The time limit for receipt of tenders was 2012-03-20. The procurement was published on 2012-01-25.

Suppliers

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

• Rigneydolphin

Who?

• National Consumer Agency

What?

• Telephone-answering services › Call centre

Where?

• Éire/Ireland

Procurement history

Date	Document
2012-01-25	Contract notice
2012-07-12	Contract award notice

Contract notice (2012-01-25)
Object
Scope of the procurement
Title: call centre
Quantity or scope:

Candidates are asked to submit a tender on the basis of call levels at 70 000, and emails at 7 000 per annum. All costings are to be based on the operating days and hours as set out in Section 2 – contact centre service requirements.

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: National or federal Agency/Office
Awarding authority name: National Consumer Agency
Postal address: 4 Harcourt Road
Postal town: Dublin 2
Contact
Internet address: http://www.nca.ie or www.consumerconnect.ie 🌏
Phone: +353 14025500 📞
Fax: +353 14025501 📠

Reference
Dates
Date dispatched: 2012-01-25 📅
Submission deadline: 2012-03-20 📅
Publication date: 2012-01-28 📅
Identifiers
Notice number: 2012/S 19-030971
OJ-S issue: 19
Additional information

Please see attached RFT for full details. (ET Ref:373132).

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=373132.

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) 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;

(2) 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.

Contract execution
Names and professional qualifications of the staff ✅

Procedure
Tender opening date: 2012-03-21 📅
Place of opening: NCA Corporate Services Unit.
Place: NCA Corporate Services Unit.
Languages
Language: English 🗣️

Contracting authority
Contact
Contact point: Paul Cannon
Internet address: www.nca.ie or www.consumerconnect.ie 🌏
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA9641 🌏
Name: National Consumer Agency
URL for further information: www.nca.ie or www.consumerconnect.ie 🌏
URL for documents: www.nca.ie or www.consumerconnect.ie 🌏
Contact point: Corporate Services
URL for participation: www.nca.ie or www.consumerconnect.ie 🌏

Reference
Dates
Publication date: 2008-12-16 📅
Identifiers
Notice number in the OJ S: 2008/S 244-325265
Additional information

Please see attached RFT for full details.

(ET Ref:373132).

Source: OJS 2012/S 019-030971 (2012-01-25)

Contract award notice (2012-07-12)
Object
Scope of the procurement
Total value of the procurement: 414 162 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2012-07-12 📅
Publication date: 2012-07-17 📅
Identifiers
Notice number: 2012/S 135-224497
Refers to notice: 2012/S 19-030971
OJ-S issue: 135
Additional information
(ET Ref:465352).

Procedure
Award criteria
Criterion: 1. Fit with NCA requirements (35)
2. Cost (30)
3. Ability to meet service requirements and expertise of personnel (35)

Award of contract
Date of contract conclusion: 2012-07-01 📅
Name: Rigneydolphin
Postal address: Unit 10/11, Ida Industrial Estate
Postal town: Waterford
Country: Ireland 🇮🇪
Information about tenders
Number of tenders received: 7
Source: OJS 2012/S 135-224497 (2012-07-12)

New procurements in related categories 🆕

Business services: law, marketing, consulting, recruitment, printing and security (>20 new procurements)

Office-support services (4)

Telephone-answering services (3)

Call centre (1)
Telephone operator services (3)