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.

Deadline
The time limit for receipt of tenders was 2014-12-22. The procurement was published on 2014-11-21.

Suppliers
The 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
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
Source: OJS 2015/S 105-191608 (2015-05-29)
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