DCC Dispatch telephony system

Electricity Supply Board

Distribution and control centre dispatch telephony system.

Deadline

The time limit for receipt of tenders was 2014-11-21. The procurement was published on 2014-10-22.

Who? What? Where?
Procurement history
Date Document
2014-10-22 Contract notice
2015-05-20 Additional information
Contract notice (2014-10-22)
Object
Scope of the procurement
Title: Radio, television, communication, telecommunication and related equipment
Quantity or scope:
The provision of a utility grade Dispatch Telephony platform and Call Recording facility along with system implementation and ongoing support services.1.The Dispatch Telephony System shall be capable of providing IP based telephony to service the needs of ESB Networks DCCs.2.The Dispatch Telephony System shall be capable of providing full redundancy with no single point of failure and all services duplicated between the two Main DCC locations.3.The Dispatch Telephony System shall be capable of facilitating a fully functioning NDCC Disaster Recovery site.4.The Dispatch Telephony System shall be capable of providing physical and soft client operator end points suitable for operation within the DCC environment. DCC operator end points shall provide the visual representation of agents and call groups with interactive control and high degree of customisation.5.The Dispatch Telephony System shall be capable of providing the Call Recording facility for all DCC operators with an instant playback function for recent conversations.6.The Dispatch Telephony Systems shall be capable of integrating with the corporate telephony; in particular with Cisco UCM 10.5 and AASTRA MX-One platforms.7.The Dispatch Telephony Systems shall be capable of integrating with Portable Mobile Radio (PMR) system (Tetra Ireland) and/or Digital Mobile Radio (DMR) system.8.Contingency for PSTN telephony services for both DCC locations and DR site shall be maintained.9.The Dispatch Telephony System shall be capable of providing the following functionality:— Automated inbound call handling:Inbound call prioritisation by Originating Number.Inbound call messaging facility with the agent status information for the calling NT's.Messaging facility for the emergency operation.— IVR and Voice Mail facility.Courtesy greeting.— Outbound call routing management.— Call Log with received, dialled and missed calls.— Call pick-up, call interception and a two-way intercom facility.— Integrated contact directory accessible from the operator's end points with the off-site backup and access mechanism in the event of the system failure.— Integrated Call Detail Reporting (CDR) tool for internal and external call analysis or ability to integrate with the corporate telephony CDR system; in particular with Softex and RedBox Call Management.— Single management interface for the entire system.— High degree of efficiency and flexibility in call handling.
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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Supplies
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Radio, television, communication, telecommunication and related equipment 📦

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: Electricity Supply Board
Postal address: 27 Lower Fitzwillliam Street
Postal code: 2
Postal town: Dublin
Contact
Internet address: http://www.esb.ie 🌏
E-mail: ssprocurement@esb.ie 📧
Phone: +353 17027960 📞

Reference
Dates
Date dispatched: 2014-10-22 📅
Submission deadline: 2014-11-21 📅
Publication date: 2014-10-25 📅
Identifiers
Notice number: 2014/S 206-365757
OJ-S issue: 206

Object
Scope of the procurement
Short description: Distribution and control centre dispatch telephony system.
Variants will be accepted ✅
Quantity or scope:
The provision of a utility grade Dispatch Telephony platform and Call Recording facility along with system implementation and ongoing support services.
1.The Dispatch Telephony System shall be capable of providing IP based telephony to service the needs of ESB Networks DCCs.
2.The Dispatch Telephony System shall be capable of providing full redundancy with no single point of failure and all services duplicated between the two Main DCC locations.
3.The Dispatch Telephony System shall be capable of facilitating a fully functioning NDCC Disaster Recovery site.
4.The Dispatch Telephony System shall be capable of providing physical and soft client operator end points suitable for operation within the DCC environment. DCC operator end points shall provide the visual representation of agents and call groups with interactive control and high degree of customisation.
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5.The Dispatch Telephony System shall be capable of providing the Call Recording facility for all DCC operators with an instant playback function for recent conversations.
6.The Dispatch Telephony Systems shall be capable of integrating with the corporate telephony; in particular with Cisco UCM 10.5 and AASTRA MX-One platforms.
7.The Dispatch Telephony Systems shall be capable of integrating with Portable Mobile Radio (PMR) system (Tetra Ireland) and/or Digital Mobile Radio (DMR) system.
8.Contingency for PSTN telephony services for both DCC locations and DR site shall be maintained.
9.The Dispatch Telephony System shall be capable of providing the following functionality:
— Automated inbound call handling:
Inbound call prioritisation by Originating Number.
Inbound call messaging facility with the agent status information for the calling NT's.
Messaging facility for the emergency operation.
— IVR and Voice Mail facility.
Courtesy greeting.
— Outbound call routing management.
— Call Log with received, dialled and missed calls.
— Call pick-up, call interception and a two-way intercom facility.
— Integrated contact directory accessible from the operator's end points with the off-site backup and access mechanism in the event of the system failure.
— Integrated Call Detail Reporting (CDR) tool for internal and external call analysis or ability to integrate with the corporate telephony CDR system; in particular with Softex and RedBox Call Management.
— Single management interface for the entire system.
— High degree of efficiency and flexibility in call handling.
Description of options:
ESB reserves the right to extend the contract for additional period of up to 2 years.
Duration: 36 months
Reference number: BS299A2127
Place of performance
Main site or place of performance: Various locations within Republic of Ireland.

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
Participants wishing to be considered for inclusion in this tender process must supply the following information in responding to this notice:
1) Company Name and Address
2) Full contact details (phone — land line and mobile, email) of the representative handling this expression of interest.
3) A brief profile of the vendor's organisation including (a) date of establishment, (b) overall structure, (c) principal activities (d) number of employees per function/location (e) partnerships or alliances with other service providers.
Participants who fail to provide the information requested may be deemed ineligible for further participation in this tender process. The contracting entity reserves the right to clarify any aspect of responses received.
Economic and financial standing:
(1) Current Bankers Reference.
(2) Evidence of overall turnover and profitability for the last 3 years (audited accounts or statement from Company auditor).
Technical and professional ability:
A supplier/service provider wishing to be considered for inclusion in this tender must provide details of similar systems/services provided in the past 3 years, including client, date, product/services provided and evidence of delivery address and phone number of reference contact. Unless otherwise stated, ESB will assume that contact may be made with these references without further reference to the vendor.
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Contract execution
Deposits and guarantees required: Will be specified in the tender documents.
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them: Will be specified in the tender documents.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
Where a grouping of service providers express interest, it shall be a requirement of ESB that 1 member of the group accept full contractual responsibility for delivery of the services. Where appropriate, the intended contractual responsibility member of any grouping or consortium must be identified in responding to this notice.
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Procedure
Duration of the framework agreement in years: 36

Contracting authority
Contact
Contact point: Procurement, Business Service Centre
Brid Ryan
Internet address: www.esb.ie 🌏

Complementary information
Review body
Name: Chief Registrar
Postal address: The High Court, The Four Courts, Inns Quay
Postal town: Dublin
Postal code: 7
Phone: +353 18886000 📞
Internet address: www.courts.ie 🌏
Source: OJS 2014/S 206-365757 (2014-10-22)
Additional information (2015-05-20)
Object
Notice metadata
Document type: Additional information

Reference
Dates
Date dispatched: 2015-05-20 📅
Publication date: 2015-05-23 📅
Identifiers
Notice number: 2015/S 099-180998
Refers to notice: 2014/S 206-365757
OJ-S issue: 99
Source: OJS 2015/S 099-180998 (2015-05-20)
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