City of Dublin Education and Training Board are seeking the provision of contact centre and document management services to support the work of SUSI. The successful tenderer will provide the first point of contact by phone, email and post for students who apply for Higher and Further Education student grants.
Deadline
The time limit for receipt of tenders was 2015-10-07.
The procurement was published on 2015-08-21.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Modification of a contract/concession during its term (2019-09-19) Contracting authority Name and addresses
Name: City of Dublin Education and Training Board
Postal address: Town Hall, Merrion Road, Ballsbridge
Postal town: Dublin
Postal code: D04P P46
Country: Ireland 🇮🇪
Contact person: Patrick Pirkl
E-mail: purchasing@cdetb.ie📧
Region: Dublin🏙️
URL: http://cityofdublin.etb.ie/🌏
Address of the buyer profile: http://cityofdublin.etb.ie/🌏
Object Scope of the procurement
Title: Outsourced Contact Centre and Document Management Services
98992
Products/services: Call centre📦
Title: Outsourced contact centre and document management services.
Description
Additional products/services: Call centre📦
Place of performance: Dublin🏙️
Main site or place of performance: Dublin, IE.
Description of the procurement:
“Provision of outsourced contact centre and document management services in respect of CDETB business unit Student Universal Support Ireland (SUSI),...”
Description of the procurement
Provision of outsourced contact centre and document management services in respect of CDETB business unit Student Universal Support Ireland (SUSI), Ireland’s national student grant awarding authority. In order to support the receipt and assessment of circa 100 000 student grant applications annually SUSI utilises a number of unique systems and outsourced services. These systems and outsourced services are appropriate to the level of service provided to students which is subject to a year-round high quality and availability requirement. The original contract was awarded via an open procedure on E-Tenders Ref 2004/18/EC on 19.2.2016 to Abtran. The outsourced services contracted to Abtran included the provision of all front office services as the contact point for phone call, email and social media interactions with applicants and parties to applications and the contracting authority’s document management which consists of printing, dispatching of all correspondence as well as the receipt, scanning and pairing to the application of all paper documentation submitted. This service consisted of the development of technical specifications for highly customised systems and processes unique to CDETB.
Show more Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 48
Procedure Administrative information
Previous publication concerning this procedure: 2016/S 070-123030
Award of contract
Contract Number: 1
Lot Identification Number: 1
Title: Outsourced Contact Centre and Document Management Services
Date of conclusion of the contract: 2016-02-19 📅
Name and address of the contractor
Name: Abtran
National registration number: 260018
Postal address: Unit 4, University Technology Centre, Bishopstown
Postal town: Cork
Country: Ireland 🇮🇪
E-mail: tenders@abtran.com📧
Region: South-West 🏙️
The contractor is an SME
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 9 000 000 💰
Complementary information Review body
Name: High Court Central Office
Postal town: Dublin
Country: Ireland 🇮🇪
Source: OJS 2019/S 183-446465 (2019-09-19)