The Commission wishes to enter into a contract commencing on 29.5.2015 for a period of 3 years for the provision of Contact Management Services
Commission for Communications Regulation (ComReg)
The service includes (1) First point of contact for all ComReg consumer contacts, currently this ranges from 800 — 1 150 contacts per week, this volume may change on a weekly basis. Channels include telephone calls, mail, emails, web chats and SMS contacts from consumers. Using interpretive skills to assess the nature of the consumer issues and identifying trends as they occur. Recording consumer query or complaint details in the in-house ComReg issue tracking tool. (2) ComReg's Complaint Escalations Team manages between 1 300 and 1 500 communications split as follows: Managing complaints and complaint escalations to service providers currently 450 — 500 per week, Managing operator responses received currently 450 — 500 per week, All responses must be evaluated and depending on the issue may require further interaction with the Service Providers. Follow up communication with consumers currently 400 — 500 per week: Liaising with consumers in respect to their complaints using outbound calls, emails, mail and SMS. Management information including weekly, monthly, ad hoc reports and 2 annual reports.
DeadlineThe time limit for receipt of tenders was 2014-12-22. The procurement was published on 2014-11-21.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What? Where?
Procurement history
| Date | Document |
|---|---|
| 2014-11-21 | Contract notice |
| 2015-05-29 | Contract award notice |
Contract notice (2014-11-21)
Object
Scope of the procurement
Title: Customer services
Quantity or scope: Please see section II.1.5.1 400 0001 600 000
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: Customer services 📦
Procedure
Procedure type: Competitive dialogue
Type of bid: Submission for all lots
Award criteria
The most economic tender
Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Other
Awarding authority name: Commission for Communications Regulation (ComReg)
Postal address: Abbey Court, Lower Abbey Street, Irish Life Centre
Postal town: Dublin
Contact
Internet address: http://www.comreg.ie/ 🌏
E-mail: joan.killeen@comreg.ie 📧
Phone: +353 18049600 📞
Fax: +353 18049657 📠
Reference
Dates
Date dispatched: 2014-11-21 📅
Submission deadline: 2014-12-22 📅
Publication date: 2014-11-25 📅
Identifiers
Notice number: 2014/S 227-401296
OJ-S issue: 227
Object
Scope of the procurement
Short description:
Quantity or scope: Please see section II.1.5.
Estimated value excluding VAT: 1 400 000 💰
1 600 000 💰
Description of options:
Place of performance
Main site or place of performance: Lower Abbey Street.
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Please see Pre Qualification Questionnaire.
Economic and financial standing: Please see Pre Qualification Questionnaire.
Minimum level(s) of standards: Please see Pre Qualification Questionnaire.
Technical and professional ability: Please see Pre Qualification Questionnaire.
Contract execution
Other particular conditions: Please see Pre Qualification Questionnaire.
Procedure
Envisaged number of candidates: 3
Objective criteria for selection: Criteria are set out in the Pre Qualification Questionnaire.
Languages
Language: English 🗣️
Contracting authority
Identity
National registration number: 9614619A
Other type of contracting authority: Other
Contact
Contact point: Joan Killeen
Address of the buyer profile: http://irl.eu-supply.com/ctm/Supplier/CompanyInformation/Index/559 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=82802&B=ETENDERS_SIMPLE 🌏
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=82802&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Start date: 2015-05-29 📅
End date: 2018-05-28 📅
Identifiers
Reference number attributed by the contracting authority: Contact Management Services
Complementary information
Review body
Name: High Court
Postal address: Four Courts, Ground Floor (east Wing) Inns Quay
Postal town: Dublin
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 18886000 📞
Internet address: http://www.courts.ie 🌏
Fax: +353 18886125 📠
Information about review deadlines:
Name: The Courts Service
Postal address: 15/24 Phoenix Street, North Smithfield
Fax: +353 18735242 📠
Source: OJS 2014/S 227-401296 (2014-11-21)
Object
Scope of the procurement
Title: Customer services
Quantity or scope: Please see section II.1.5.1 400 0001 600 000
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: Customer services 📦
Procedure
Procedure type: Competitive dialogue
Type of bid: Submission for all lots
Award criteria
The most economic tender
Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Other
Awarding authority name: Commission for Communications Regulation (ComReg)
Postal address: Abbey Court, Lower Abbey Street, Irish Life Centre
Postal town: Dublin
Contact
Internet address: http://www.comreg.ie/ 🌏
E-mail: joan.killeen@comreg.ie 📧
Phone: +353 18049600 📞
Fax: +353 18049657 📠
Reference
Dates
Date dispatched: 2014-11-21 📅
Submission deadline: 2014-12-22 📅
Publication date: 2014-11-25 📅
Identifiers
Notice number: 2014/S 227-401296
OJ-S issue: 227
Object
Scope of the procurement
Short description:
The service includes (1) First point of contact for all ComReg consumer contacts, currently this ranges from 800 — 1 150 contacts per week, this volume may change on a weekly basis. Channels include telephone calls, mail, emails, web chats and SMS contacts from consumers. Using interpretive skills to assess the nature of the consumer issues and identifying trends as they occur. Recording consumer query or complaint details in the in-house ComReg issue tracking tool. (2) ComReg's Complaint Escalations Team manages between 1 300 and 1 500 communications split as follows: Managing complaints and complaint escalations to service providers currently 450 — 500 per week, Managing operator responses received currently 450 — 500 per week, All responses must be evaluated and depending on the issue may require further interaction with the Service Providers. Follow up communication with consumers currently 400 — 500 per week: Liaising with consumers in respect to their complaints using outbound calls, emails, mail and SMS. Management information including weekly, monthly, ad hoc reports and 2 annual reports.
Show more
Estimated value excluding VAT: 1 400 000 💰
1 600 000 💰
Description of options:
The contract is for 3 years with an option to extend the duration of the contract for a further 1 year.
Reference number: Contact Management Services
Place of performance
Main site or place of performance: Lower Abbey Street.
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Please see Pre Qualification Questionnaire.
Economic and financial standing: Please see Pre Qualification Questionnaire.
Minimum level(s) of standards: Please see Pre Qualification Questionnaire.
Technical and professional ability: Please see Pre Qualification Questionnaire.
Contract execution
Other particular conditions: Please see Pre Qualification Questionnaire.
Procedure
Envisaged number of candidates: 3
Objective criteria for selection: Criteria are set out in the Pre Qualification Questionnaire.
Languages
Language: English 🗣️
Contracting authority
Identity
National registration number: 9614619A
Other type of contracting authority: Other
Contact
Contact point: Joan Killeen
Address of the buyer profile: http://irl.eu-supply.com/ctm/Supplier/CompanyInformation/Index/559 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=82802&B=ETENDERS_SIMPLE 🌏
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=82802&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Start date: 2015-05-29 📅
End date: 2018-05-28 📅
Identifiers
Reference number attributed by the contracting authority: Contact Management Services
Complementary information
Review body
Name: High Court
Postal address: Four Courts, Ground Floor (east Wing) Inns Quay
Postal town: Dublin
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 18886000 📞
Internet address: http://www.courts.ie 🌏
Fax: +353 18886125 📠
Information about review deadlines:
Please see the European Communities (Public Authorities. Contracts) (Review Procedures) Regulations 2010.
Service from which information about the review procedure may be obtained
Name: The Courts Service
Postal address: 15/24 Phoenix Street, North Smithfield
Fax: +353 18735242 📠
Source: OJS 2014/S 227-401296 (2014-11-21)
Contract award notice (2015-05-29)
Object
Scope of the procurement
Total value of the procurement: 1 060 121 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal code: 1
Contact
Fax: +353 18049680 📠
Reference
Dates
Date dispatched: 2015-05-29 📅
Publication date: 2015-06-03 📅
Identifiers
Notice number: 2015/S 105-191608
Refers to notice: 2014/S 227-401296
OJ-S issue: 105
Object
Place of performance
Main site or place of performance: Lower Abbey Street,
Procedure
Award criteria
Criterion: 1. Understanding of the work to be undertaken (15)
2. Proposed Approach (55)
3. Ultimate Cost (30)
Award of contract
Date of contract conclusion: 2015-05-29 📅
Name: Abtran Limited
Postal address: Building 4, University Technology Centre, Curraheen Road, Bishopstown
Postal town: Cork
Country: Ireland 🇮🇪
E-mail: tenders@abtran.com 📧
Information about tenders
Number of tenders received: 4
Contracting authority
Contact
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=82803&B=ETENDERS_SIMPLE 🌏
Source: OJS 2015/S 105-191608 (2015-05-29)
Object
Scope of the procurement
Total value of the procurement: 1 060 121 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal code: 1
Contact
Fax: +353 18049680 📠
Reference
Dates
Date dispatched: 2015-05-29 📅
Publication date: 2015-06-03 📅
Identifiers
Notice number: 2015/S 105-191608
Refers to notice: 2014/S 227-401296
OJ-S issue: 105
Object
Place of performance
Main site or place of performance: Lower Abbey Street,
Procedure
Award criteria
Criterion: 1. Understanding of the work to be undertaken (15)
2. Proposed Approach (55)
3. Ultimate Cost (30)
Award of contract
Date of contract conclusion: 2015-05-29 📅
Name: Abtran Limited
Postal address: Building 4, University Technology Centre, Curraheen Road, Bishopstown
Postal town: Cork
Country: Ireland 🇮🇪
E-mail: tenders@abtran.com 📧
Information about tenders
Number of tenders received: 4
Contracting authority
Contact
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=82803&B=ETENDERS_SIMPLE 🌏
Source: OJS 2015/S 105-191608 (2015-05-29)
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