ITIL Service Desk and Infrastructure Support

Fáilte Ireland-National Tourism Development Authority

Fáilte Ireland is seeking proposals for the following requirements:
(a) Outsourced Technical Support Service.
The requirement is for an Outsourced Technical Support Service to support Fáilte Ireland‘s ICT operations. The Service must include Service Management in accordance with ITIL® guidelines, Service Desk, and On-Site support resources.
Fáilte Ireland currently has two ICT centres; both located in Dublin (Amiens Street and Revenue Data Centre) and provide services to approx. 330-400 users nationwide. The contract should cover the needs of Fáilte Ireland's regionally-located hub offices (Waterford, Cork, Galway, Sligo, Mullingar, Killarney, Limerick and Westport.) and their satellite Tourist Information Offices (approx. 40-50, some open seasonally, some full time).
(b) Technical Support Service.
The Service must include Service Management, Service Desk, and On-Site support. It is envisaged that On-Site resources will be required and will operate during working hours. This will be reviewed by Fáilte Ireland periodically and flexibility is required to increase/decrease resources in line with operational requirements. The service provider must be able to provide call out engineers to any of Fáilte Ireland's offices nationwide. It is envisaged that the Service Desk will be sited at the service provider’s premises. The Service desk should be contactable by telephone, e-mail, and/or Portal.
(c) Environment/Applications to be Supported.
The Tenderer will be required to support the following environment and applications from the outset.
Full detailed description is available for download with this tender notice, via www.etenders.gov.ie

Deadline

The time limit for receipt of tenders was 2015-08-24. The procurement was published on 2015-07-08.

Suppliers

The following suppliers are mentioned in award decisions or other procurement documents:

Who? What? Where?
Procurement history
Date Document
2015-07-08 Contract notice
2016-06-02 Contract award notice
Contract notice (2015-07-08)
Object
Scope of the procurement
Title: IT services: consulting, software development, Internet and support
Quantity or scope:
The duration of the contract will be for 3 years with the possibility of two 1 year extensions, subject to annual review and based on budget availability.
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: IT services: consulting, software development, Internet and support 📦

Procedure
Procedure type: Restricted procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Awarding authority name: Fáilte Ireland-National Tourism Development Authority
Postal address: 88-95 Amiens Street
Postal code: 1
Postal town: Dublin
Contact
E-mail: procurement@failteireland.ie 📧
Phone: +353 18847888 📞
Fax: +353 18556821 📠

Reference
Dates
Date dispatched: 2015-07-08 📅
Submission deadline: 2015-08-24 📅
Publication date: 2015-07-11 📅
Identifiers
Notice number: 2015/S 132-243561
Refers to notice: 2014/S 232-409115
OJ-S issue: 132
Additional information
1) Interested parties must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting authority will not accept responsibility for information relayed (or not relayed) via third parties. 2) This is the sole call for competition for this service. 3) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates, participants or tenderers. 4) Establishment of this contract will be subject to the approval of the competent authorities. 5) If for any reason it is not possible to conclude the contract with the designated successful tenderer emerging from this competitive process; or if having concluded contract the contracting authority considers that the successful tenderer has not met, or cannot meet its obligations; the contracting authority reserves the right to contract with the next highest scoring tenderer on the basis of the same terms at any time during the tender validity period. This shall be without prejudice to the right of the contracting authority to cancel this competitive process and/or initiate a new contract award procedure at its sole discretion. 6) At its absolute discretion, the contracting authority may elect to terminate this procurement process, at any time. 7) Without prejudice to the principle of equal treatment, the contracting authority is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition at the application stage.
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Object
Scope of the procurement
Short description:
Fáilte Ireland is seeking proposals for the following requirements:
(a) Outsourced Technical Support Service.
The requirement is for an Outsourced Technical Support Service to support Fáilte Ireland‘s ICT operations. The Service must include Service Management in accordance with ITIL® guidelines, Service Desk, and On-Site support resources.
Fáilte Ireland currently has two ICT centres; both located in Dublin (Amiens Street and Revenue Data Centre) and provide services to approx. 330-400 users nationwide. The contract should cover the needs of Fáilte Ireland's regionally-located hub offices (Waterford, Cork, Galway, Sligo, Mullingar, Killarney, Limerick and Westport.) and their satellite Tourist Information Offices (approx. 40-50, some open seasonally, some full time).
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(b) Technical Support Service.
The Service must include Service Management, Service Desk, and On-Site support. It is envisaged that On-Site resources will be required and will operate during working hours. This will be reviewed by Fáilte Ireland periodically and flexibility is required to increase/decrease resources in line with operational requirements. The service provider must be able to provide call out engineers to any of Fáilte Ireland's offices nationwide. It is envisaged that the Service Desk will be sited at the service provider’s premises. The Service desk should be contactable by telephone, e-mail, and/or Portal.
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(c) Environment/Applications to be Supported.
The Tenderer will be required to support the following environment and applications from the outset.
Full detailed description is available for download with this tender notice, via www.etenders.gov.ie
Reference number: IT/2015/02
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:
See Qualification Questionnaire available for downloading from the Irish Government's procurement website www.etender.gov.ie
Economic and financial standing:
See Qualification Questionnaire available for downloading from the Irish Government's procurement website www.etender.gov.ie
Minimum level(s) of standards:
See Qualification Questionnaire available for downloading from the Irish Government's procurement website www.etender.gov.ie
Technical and professional ability:
See Qualification Questionnaire available for downloading from the Irish Government's procurement website www.etender.gov.ie
Contract execution
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
Payment on receipt of invoices related to Purchase Orders issued by Fáilte Ireland.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded: Single legal Entity(ies).
Other particular conditions: SLA will be agreed with successful service provider.

Procedure
Envisaged number of candidates: 5
Objective criteria for selection:
As stated in the Qualification Questionnaire available for downloading from the Irish Government's procurement website www.etender.gov.ie
Languages
Language: English 🗣️

Contracting authority
Identity
National registration number: N/a
Awarding authority name: Tourism Ireland
Contact
Contact point: Procurement Unit
Address of the buyer profile: http://irl.eu-supply.com/ctm/Supplier/CompanyInformation/Index/1169 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=90960&B=ETENDERS_SIMPLE 🌏
Name: eTenders
URL for documents: www.etenders.gov.ie 🌏
: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=90960&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Publication date: 2014-12-02 📅
Identifiers
Reference number attributed by the contracting authority: IT/2015/02
Notice number in the OJ S: 2014/S 232-409115
Additional information
1) Interested parties must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting authority will not accept responsibility for information relayed (or not relayed) via third parties.
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2) This is the sole call for competition for this service.
3) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates, participants or tenderers.
4) Establishment of this contract will be subject to the approval of the competent authorities.
5) If for any reason it is not possible to conclude the contract with the designated successful tenderer emerging from this competitive process; or if having concluded contract the contracting authority considers that the successful tenderer has not met, or cannot meet its obligations; the contracting authority reserves the right to contract with the next highest scoring tenderer on the basis of the same terms at any time during the tender validity period. This shall be without prejudice to the right of the contracting authority to cancel this competitive process and/or initiate a new contract award procedure at its sole discretion.
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6) At its absolute discretion, the contracting authority may elect to terminate this procurement process, at any time.
7) Without prejudice to the principle of equal treatment, the contracting authority is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition at the application stage.
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Complementary information
Review body
Name: High Court
Postal address: Chief Registrar, The Four Courts
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: http://www.courts.ie 🌏
Information about review deadlines:
The contracting authority will not conclude this contract to which a standstill period applies in accordance with Irish Statutory Instrument SI 130 of 2010, until after the expiry of the standstill period which commences on the day following the date of notification of concerned candidates and tenderers. The duration of the standstill period will be 14 calendar days where notifications are sent electronically or by fax and 16 calendar days where these are sent by any other means. The Statutory Instrument mentioned above provides that review procedures are available in the High Court to a person who has or has had an interest in obtaining the contract and alleges that he or she has been harmed or is at risk of being harmed by an infringement of the law in relation to that contract.
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Source: OJS 2015/S 132-243561 (2015-07-08)
Contract award notice (2016-06-02)
Object
Scope of the procurement
Short description:
Fáilte Ireland is seeking proposals for the following requirements: (a) Outsourced Technical Support Service; (b) Technical Support Service; (c) Environment/Applications to be Supported.
Notice metadata
Document type: Contract award notice
Place of performance
NUTS region: Éire/Ireland 🏙️

Procedure
Type of bid: Not applicable

Contracting authority
Contact
Internet address: http://www.failteireland.ie 🌏

Reference
Dates
Date dispatched: 2016-06-02 📅
Publication date: 2016-06-04 📅
Identifiers
Notice number: 2016/S 107-190626
Refers to notice: 2015/S 132-243561
OJ-S issue: 107
Additional information
Please note that this is a contract award notice and not a call for competition.

Object
Scope of the procurement
Short description:
(a) Outsourced Technical Support Service;
(b) Technical Support Service;
(a) Outsourced Technical Support Service:
The requirement is for an Outsourced Technical Support Service to support Fáilte Ireland's ICT operations. The Service must include Service Management in accordance with ITIL® guidelines, Service Desk and on-site support resources.
Fáilte Ireland currently has 2 ICT centres; both located in Dublin (Amiens Street and Revenue Data Centre) and provide services to approx. 330-400 users nationwide.

Procedure
Award criteria
Quality criterion (name): Fitness for purpose of the proposed service solution
Quality criterion (weighting): 15
Quality criterion (name): Overall technical merit of the human resources proposed
Quality criterion (weighting): 20
Quality criterion (name): Management, reporting and service level agreement
Quality criterion (weighting): 25
Price weighting: 40

Award of contract
Date of contract conclusion: 2016-05-05 📅

Contracting authority
Contact
Internet address: www.failteireland.ie 🌏
Source: OJS 2016/S 107-190626 (2016-06-02)
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