Customer Contact Management Services
Commission for Energy Regulation
The Commission for Energy Regulation invites tenders to this Request for Tenders (‘RFT’) from economic operators for the provision of the services as described in Appendix 1 to this RFT (the ‘Services’). In summary, the Services comprise engaging a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of customer contact services is the purpose of this tender with its main requirement being that the successful Tenderer becomes the CER's 1 point of contact for all customer contact.
DeadlineThe time limit for receipt of tenders was 2016-09-09. The procurement was published on 2016-08-04.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What? Where?
Procurement history
| Date | Document |
|---|---|
| 2016-08-04 | Contract notice |
| 2016-12-16 | Contract award notice |
Contract notice (2016-08-04)
Object
Scope of the procurement
Title: Customer-care services
Reference number: 011-03-348
Short description:
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Customer-care services 📦
Additional CPV: Customer services 📦
Place of performance
NUTS region: Éire/Ireland 🏙️
Procedure
Procedure type: Open 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: Commission for Energy Regulation
Postal address: The Exchange, Belgard Square North, Dublin
Postal code: 24
Postal town: Tallaght
Contact
Internet address: http://www.cer.ie 🌏
E-mail: procurement@cer.ie 📧
Phone: +353 14000800 📞
Fax: +353 14000850 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=101903&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=101903&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2016-08-04 📅
Submission deadline: 2016-09-09 📅
Publication date: 2016-08-09 📅
Identifiers
Notice number: 2016/S 152-275323
OJ-S issue: 152
Object
Scope of the procurement
Estimated total value: 100 000 EUR 💰
Short description:
Estimated value excluding VAT: 100 000 EUR 💰
Duration: 12 months
Description of renewals:
Legal, economic, financial and technical information
Conditions for participation
Economic and financial standing:
Procedure
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2016-09-09 📅
Tender opening time: 12:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Theresa Metcalfe
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1232 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=101903&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: The High Court
Postal address: Chief Registrar, Four Courts, Inns Quay
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Internet address: http://www.courts.ie 🌏
Source: OJS 2016/S 152-275323 (2016-08-04)
Object
Scope of the procurement
Title: Customer-care services
Reference number: 011-03-348
Short description:
The Commission for Energy Regulation invites tenders to this Request for Tenders (‘RFT’) from economic operators for the provision of the services as described in Appendix 1 to this RFT (the ‘Services’). In summary, the Services comprise engaging a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of customer contact services is the purpose of this tender with its main requirement being that the successful Tenderer becomes the CER's 1
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Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Customer-care services 📦
Additional CPV: Customer services 📦
Place of performance
NUTS region: Éire/Ireland 🏙️
Procedure
Procedure type: Open 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: Commission for Energy Regulation
Postal address: The Exchange, Belgard Square North, Dublin
Postal code: 24
Postal town: Tallaght
Contact
Internet address: http://www.cer.ie 🌏
E-mail: procurement@cer.ie 📧
Phone: +353 14000800 📞
Fax: +353 14000850 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=101903&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=101903&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2016-08-04 📅
Submission deadline: 2016-09-09 📅
Publication date: 2016-08-09 📅
Identifiers
Notice number: 2016/S 152-275323
OJ-S issue: 152
Object
Scope of the procurement
Estimated total value: 100 000 EUR 💰
Short description:
The Commission for Energy Regulation (CER) is Ireland's independent energy and water regulator. The CER was established in 1999 and now has a wide range of economic, customer protection and safety responsibilities in energy. The CER is also the regulator of Ireland's public water and waste-water system. The CER's primary economic responsibilities in energy cover electricity generation, electricity and gas networks and electricity and gas supply activities. As part of its role, the CER jointly regulates the all-island wholesale Single Electricity Market (SEM) with the Utility Regulator in Belfast. The SEM is governed by a decision-making body known as the SEM Committee, consisting of the CER, the Utility Regulator and an independent member. The overall aim of the CER's economic role is to protect the interests of energy customers. The CER has an important related function in customer protection by resolving complaints that customers have with energy companies. The CER's core focus in safety is to protect lives and property across a range of areas in the energy sector. This includes safety regulation of electrical contractors, gas installers and gas pipelines. In addition the CER is the safety regulator of upstream petroleum safety extraction and exploration activities, including on-shore and off-shore gas and oil. In 2014 the CER was appointed as Ireland's economic regulator of the Irish public water and waste-water sector. The CER has a responsibility to provide a complaint resolution service to Irish Water customers. The CER currently wishes to engage a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of our customer contact service is the purpose of this Tender with its main requirement being that the successful Tenderer becomes the CER's 1
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Duration: 12 months
Description of renewals:
It is proposed to put in place a contract for a term of 1 year with an option for renewal for up to a further 3 periods of 1 year each.
Legal, economic, financial and technical information
Conditions for participation
Economic and financial standing:
It should be noted that a schedule of payments will be agreed with the successful tenderer. The Commission for Energy Regulation operates in accordance with the European Communities (Late Payment in Commercial Transactions ) Regulations 2012.
Procedure
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2016-09-09 📅
Tender opening time: 12:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Theresa Metcalfe
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1232 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=101903&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: The High Court
Postal address: Chief Registrar, Four Courts, Inns Quay
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Internet address: http://www.courts.ie 🌏
Source: OJS 2016/S 152-275323 (2016-08-04)
Contract award notice (2016-12-16)
Object
Scope of the procurement
Short description:
Total value of the procurement: 59 357 EUR 💰
Notice metadata
Document type: Contract award notice
Regulation: European Union, with participation of GPA countries
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal address: The Exchange, Belgard Square North, Tallaght
Postal town: Dublin
Reference
Dates
Date dispatched: 2016-12-16 📅
Publication date: 2016-12-21 📅
Identifiers
Notice number: 2016/S 246-449741
Refers to notice: 2016/S 152-275323
OJ-S issue: 246
Object
Scope of the procurement
Short description:
Procedure
Award criteria
Quality criterion (name): Quality of the tenderers approach to Service Delivery
Quality criterion (weighting): 40 %
Quality criterion (name): Technical Merit of the Human Resources Proposed
Quality criterion (weighting): 25 %
Price weighting: 35 %
Award of contract
Date of contract conclusion: 2016-12-01 📅
Source: OJS 2016/S 246-449741 (2016-12-16)
Object
Scope of the procurement
Short description:
The Commission for Energy Regulation invites tenders to this Request for Tenders (‘RFT’) from economic operators for the provision of the services as described in Appendix 1 to this RFT (the ‘Services’).
In summary, the Services comprise: engaging a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of customer contact services is the purpose of this tender with its main requirement being that the successful Tenderer becomes the CER's first point of contact for all customer contact.
Show more
Notice metadata
Document type: Contract award notice
Regulation: European Union, with participation of GPA countries
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal address: The Exchange, Belgard Square North, Tallaght
Postal town: Dublin
Reference
Dates
Date dispatched: 2016-12-16 📅
Publication date: 2016-12-21 📅
Identifiers
Notice number: 2016/S 246-449741
Refers to notice: 2016/S 152-275323
OJ-S issue: 246
Object
Scope of the procurement
Short description:
The Commission for Energy Regulation invites tenders to this Request for Tenders (‘RFT’) from economic operators for the provision of the services as described in Appendix 1 to this RFT (the ‘Services’).
In summary, the Services comprise: engaging a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of customer contact services is the purpose of this tender with its main requirement being that the successful Tenderer becomes the CER's first point of contact for all customer contact.
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The Commission for Energy Regulation currently wishes to engage a suitably qualified company to provide Customer Contact Management Services. The successful tenderer will become the CER's first point of contact for all customer contact.
A detailed specification of requirements is set out in Appendix 1 of the tender documentation which is available to download from www.etenders.gov.ie
Procedure
Award criteria
Quality criterion (name): Quality of the tenderers approach to Service Delivery
Quality criterion (weighting): 40 %
Quality criterion (name): Technical Merit of the Human Resources Proposed
Quality criterion (weighting): 25 %
Price weighting: 35 %
Award of contract
Date of contract conclusion: 2016-12-01 📅
Source: OJS 2016/S 246-449741 (2016-12-16)
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