14/007 — A Single Supplier Framework for the Provision of Contact Centre Services for Bord Gáis Eireann

Bord Gais Eireann

Bord Gáis Eireann requires the provision of contact centre services in respect of its domestic and business customers.
The current contract for contact centre services is due to expire in March 2015. BGE is undertaking a competitive tendering process, the objective of which is to appoint a single service provider to provide contact centre services and all associated ancillary requirements.

Deadline

The time limit for receipt of tenders was 2014-02-25. The procurement was published on 2014-02-14.

Who? What? Where?
Procurement history
Date Document
2014-02-14 Contract notice
Contract notice (2014-02-14)
Object
Scope of the procurement
Title: Call centre
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: Call centre 📦

Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for all 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: Gasworks Road
Postal town: Cork
Contact
Internet address: http://www.bordgais.ie 🌏
E-mail: rahern@bge.ie 📧
Phone: +353 214239030 📞

Reference
Dates
Date dispatched: 2014-02-14 📅
Submission deadline: 2014-02-25 📅
Publication date: 2014-02-18 📅
Identifiers
Notice number: 2014/S 034-056339
OJ-S issue: 34
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 Procurement Manager to rahern@bge.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 17:00 hrs on Thursday 20.3.2014. 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. 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 rahern@bge.ie. It is envisaged that the number of participants may be reduced gradually during the negotiated procedure.
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Object
Scope of the procurement
Service category: 27
Short description:
Bord Gáis Eireann requires the provision of contact centre services in respect of its domestic and business customers.
The current contract for contact centre services is due to expire in March 2015. BGE is undertaking a competitive tendering process, the objective of which is to appoint a single service provider to provide contact centre services and all associated ancillary requirements.
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Description of options:
The Framework Agreement will be established for a term of 5 years with the option to extend for a further 2-year period, subject to an annual review after year five and at the sole discretion of BGE.
It is envisaged that the number of participants may be reduced gradually during the negotiated procedure.
Number of possible renewals: 1
Reference number: 14/007
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 one member of the group as a main contractor with a number of sub-contractors or on any other basis as Bord Gáis considers appropriate.
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Names and professional qualifications of the staff ✅

Procedure
Duration of the framework agreement in years: 5
Languages
Language: English 🗣️
Other languages: Gaelige

Contracting authority
Contact
Contact point: Procurement
The Procurement Manager

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).
Recurrent procurement
5 years
Source: OJS 2014/S 034-056339 (2014-02-14)
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