RT13_030 - Provision of Services to Support Bord Gais Energy in Telesales and Field Sales Services

Bord Gais Eireann

Bord Gáis Energy is undertaking a competitive tendering process, seeking to enter into two contracts to meet its requirements for the Provision of Services to support Bord Gáis Energy in Telesales and Field Sales services. Lot 1:
The expected scope of services includes, the provision of inbound and outbound telesales and related services (e.g. customer retention, upsell and new acquisition and customer lifecycle management) across the residential and commercial market for BGE propositions, products and services. This will include targeting both new and existing customers for upsell, cross-sell and lifecycle management.
Lot 2: The expected scope of services includes, the provision of Field Sales for Bord Gáis Energy propositions, products and services across the residential and commercial market. This will include, but is not limited to, targeting both new customers for acquisition (including lead generation) and existing customers for up-sell and retention activities. This will be completed on both a campaign and cold call basis. It is anticipated that the contracts entered into in respect of the above will commence in January 2014 and continue for a period of three (3) years minimum with an option to extend the contracts (on one or more occasions) for a period of up to a maximum of two (2) years, subject to a review after the three (3) year period and at the sole discretion of BGE. For the avoidance of doubt, BGE will enter into separate contracts for the provision of services in Lot 1 and Lot 2.

Deadline

The time limit for receipt of tenders was 2013-08-08. The procurement was published on 2013-07-11.

Who?

• Bord Gais Eireann

What?

Where?

• Éire/Ireland

Procurement history

Date	Document
2013-07-11	Contract notice

Contract notice (2013-07-11)
Object
Scope of the procurement
Title: Telecommunication services except telephone and data transmission services
Quantity or scope: See Section II: Object of the contract.
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: Telecommunication services except telephone and data transmission services 📦

Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for one or more lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: Bord Gais Eireann
Postal address: Third Floor, City Quarter, Lapps Quay
Postal town: Cork
Contact
Internet address: http://www.bordgais.ie 🌏
E-mail: gmcprocurement@bordgais.ie 📧
Phone: +353 214907284 📞

Reference
Dates
Date dispatched: 2013-07-11 📅
Submission deadline: 2013-08-08 📅
Publication date: 2013-07-16 📅
Identifiers
Notice number: 2013/S 136-237006
Refers to notice: 2008/S 80-108907
OJ-S issue: 136
Additional information

A pre-qualification questionnaire will be issued to all candidates who respond to this notice. Expressions of interest should be addressed in writing and sent via email for the attention of The Energy Procurement Manager to gmcprocurement@bordgais.ie. The questionnaire will cover the financial, economic and technical capacity of the candidates. The questionnaire must be completed and returned to the address in I.1. above not later than 12.00 hrs on 8.8.2013. The responses will be used to assist in drawing up a tender list. This process may also include interviews with candidates. The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers relating to this contract award procedure. This requirement is being tendered by Bord Gáis Éireann for its Energy business ('Bord Gáis Energy'). It is envisaged that a contract will be awarded by Bord Gáis Éireann with respect to such requirement for Bord Gáis Energy only. Candidates should note that Bord Gáis Éireann reserves the right at any time, and from time to time, at its absolute discretion, to transfer all or any part of the contract to a third party (which may be an associated company of Bord Gáis Éireann or otherwise). Without prejudice to the generality of the foregoing, Bord Gáis Éireann may exercise this right because it is required, or it considers it appropriate, to do so having regard to any arrangements implementing the unbundling requirements of the Third Gas Directive (Directive 2009/73/EC) in Ireland (expected to be implemented from approx. 3.3.2012). The successful tenderer may be required to put in place arrangements to comply with Bord Gáis Éireann's regulatory separation obligations with respect to its Networks and Energy businesses. Where this competition is ongoing at the time of any transfer of the Energy business of Bord Gáis Éireann to a third party, such third party may take over the conduct of this competition. In such case, the contract will be awarded by and entered into with that third party. To receive more information about this tender, including any amendments and/or clarifications and to request any clarifications and/or to respond to this tender, you must register your interest to this tender by email to gmcprocurement@bordgais.ie

Additional information

A pre-qualification questionnaire will be issued to all candidates who respond to this notice. Expressions of interest should be addressed in writing and sent via email for the attention of The Energy Procurement Manager to gmcprocurement@bordgais.ie. The questionnaire will cover the financial, economic and technical capacity of the candidates. The questionnaire must be completed and returned to the address in I.1. above not later than 12.00 hrs on 8.8.2013. The responses will be used to assist in drawing up a tender list. This process may also include interviews with candidates. The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers relating to this contract award procedure.

This requirement is being tendered by Bord Gáis Éireann for its Energy business ('Bord Gáis Energy'). It is envisaged that a contract will be awarded by Bord Gáis Éireann with respect to such requirement for Bord Gáis Energy only. Candidates should note that Bord Gáis Éireann reserves the right at any time, and from time to time, at its absolute discretion, to transfer all or any part of the contract to a third party (which may be an associated company of Bord Gáis Éireann or otherwise). Without prejudice to the generality of the foregoing, Bord Gáis Éireann may exercise this right because it is required, or it considers it appropriate, to do so having regard to any arrangements implementing the unbundling requirements of the Third Gas Directive (Directive 2009/73/EC) in Ireland (expected to be implemented from approx. 3.3.2012). The successful tenderer may be required to put in place arrangements to comply with Bord Gáis Éireann's regulatory separation obligations with respect to its Networks and Energy businesses.

Where this competition is ongoing at the time of any transfer of the Energy business of Bord Gáis Éireann to a third party, such third party may take over the conduct of this competition. In such case, the contract will be awarded by and entered into with that third party.

To receive more information about this tender, including any amendments and/or clarifications and to request any clarifications and/or to respond to this tender, you must register your interest to this tender by email to gmcprocurement@bordgais.ie

Object
Scope of the procurement
Service category: 27
Short description:

The expected scope of services includes, the provision of inbound and outbound telesales and related services (e.g. customer retention, upsell and new acquisition and customer lifecycle management) across the residential and commercial market for BGE propositions, products and services. This will include targeting both new and existing customers for upsell, cross-sell and lifecycle management.

Lot 2: The expected scope of services includes, the provision of Field Sales for Bord Gáis Energy propositions, products and services across the residential and commercial market. This will include, but is not limited to, targeting both new customers for acquisition (including lead generation) and existing customers for up-sell and retention activities. This will be completed on both a campaign and cold call basis. It is anticipated that the contracts entered into in respect of the above will commence in January 2014 and continue for a period of three (3) years minimum with an option to extend the contracts (on one or more occasions) for a period of up to a maximum of two (2) years, subject to a review after the three (3) year period and at the sole discretion of BGE. For the avoidance of doubt, BGE will enter into separate contracts for the provision of services in Lot 1 and Lot 2.

Lot number: 1
Title of the lot: Telesales
Lot number: 2
Title of the lot: Field Sales
Short description:

The expected scope of services includes, the provision of Field Sales for Bord Gáis Energy propositions, products and services across the residential and commercial market. This will include, but is not limited to, targeting both new customers for acquisition (including lead generation) and existing customers for up-sell and retention activities. This will be completed on both a campaign and cold call basis. It is anticipated that the contracts entered into in respect of the above will commence in January 2014 and continue for a period of three (3) years minimum with an option to extend the contracts (on one or more occasions) for a period of up to a maximum of two (2) years, subject to a review after the three (3) year period and at the sole discretion of BGE. For the avoidance of doubt, BGE will enter into separate contracts for the provision of services in Lot 1 and Lot 2.

Description of options:

It is anticipated that the two Contract(s) entered into in respect of the above services will commence in January 2014 and continue for a period of three (3) years minimum with an option to extend the relevant Contract (on one or more occasions) for a period of up to a maximum of two (2) years, subject to a review after the three (3) year period and at the sole discretion of BGE. For the avoidance of doubt, separate Contracts will be entered into in respect of each Lot.

Reference number: RT13_030
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:

If any of the conditions set out in Regulation 53(1) of The European Communities (Award of Public Authorities Contracts) Regulations apply to the applicant, the applicant will be excluded from the competition.

Economic and financial standing:

A full description of candidates' required economic and financial capacity will be set out in the Pre Qualification Questionnaire.

Technical and professional ability:

A full description of candidates' required technical capacity will be set out in the Pre Qualification Questionnaire.

Contract execution
Deposits and guarantees required: As per contract documents.
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them: As per contract documents.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal form in order to submit a request to participate, but may if Bord Gáis Éireann considers it necessary to ensure that the contract is carried out to its satisfaction, be required to do so prior to award of the contract. Bord Gáis Éireann also reserves the right to contract with each member of the group on the basis of joint and several liability, or with 1 member of the group as a main contractor with a number of sub-contractors or on any other basis as Bord Gáis considers appropriate.

Names and professional qualifications of the staff ✅

Procedure
Languages
Language: English 🗣️
Other languages: Gaelige

Contracting authority
Contact
Contact point: Energy Procurement
The Energy Procurement Manager

Reference
Dates
Publication date: 2008-04-24 📅
2008-05-07 📅
Identifiers
Type of previous publication: Notice_buyer_profile
Notice number in the OJ S: 2008/S 80-108907
2008/S 91-123790

Complementary information
Review body
Name: The High Court
Postal address: High Court Central Office, Four Courts, Inns Quay
Postal town: Dublin
Postal code: 1
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 18886000 📞
Internet address: http://www.courts.ie 🌏
Fax: +353 18886125 📠
Information about review deadlines:

Interested parties are referred to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and in particular Regulation 7 and 10(2).

Source: OJS 2013/S 136-237006 (2013-07-11)

New procurements in related categories 🆕

Postal and telecommunications services (5 new procurements)

Telecommunications services (5)

Telecommunication services except telephone and data transmission services (2)