Post-mobile Customer Care and Related Services (Call Centre)

An Post

An Post's intention is conduct a tender process to appoint a supplier for the provision of Customer Care Call Centre and Related Services for its Mobile Virtual Network Operator (MVNO) offering Post-mobile. It's An Post's intention to provide a comprehensive customer care service with agents having access directly to our subscriber care systems. Previous experience in the provision of complex care solutions in the telecommunications industry is required. The call centre will operate. An Post's helpline number providing various care, support, and information about our services to the public. An Post's is seeking to enter into a contract for the provision of Customer Care Call Centre and Related Services. It is anticipated that the Agreement will commence in January 2017 and continue for a period of 3 years with an option to extend the Contract for a further 1 year.

Deadline

The time limit for receipt of tenders was 2016-06-29. The procurement was published on 2016-05-30.

Who? What? Where?
Procurement history
Date Document
2016-05-30 Contract notice
2017-01-12 Contract award notice
Contract notice (2016-05-30)
Object
Scope of the procurement
Title: Call centre
Reference number: 1605
Short description:
An Post's intention is conduct a tender process to appoint a supplier for the provision of Customer Care Call Centre and Related Services for its Mobile Virtual Network Operator (MVNO) offering Post-mobile. It's An Post's intention to provide a comprehensive customer care service with agents having access directly to our subscriber care systems. Previous experience in the provision of complex care solutions in the telecommunications industry is required. The call centre will operate. An Post's helpline number providing various care, support, and information about our services to the public. An Post's is seeking to enter into a contract for the provision of Customer Care Call Centre and Related Services. It is anticipated that the Agreement will commence in January 2017 and continue for a period of 3 years with an option to extend the Contract for a further 1 year.
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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Call centre 📦
Additional CPV: Telephone-answering services 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

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

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: An Post
Postal address: General Post Office, O'Connell Street
Postal town: Dublin
Contact
Internet address: http://www.anpost.ie 🌏
E-mail: deirdre.fox@anpost.ie 📧
Phone: +353 17058272 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=99573&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=99573&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2016-05-30 📅
Submission deadline: 2016-06-29 📅
Publication date: 2016-06-01 📅
Identifiers
Notice number: 2016/S 104-185727
OJ-S issue: 104

Object
Scope of the procurement
Estimated total value: 1 EUR 💰
Estimated value excluding VAT: 1 EUR 💰
Duration: 48 months

Procedure
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Deirdre Fox
Internet address: www.anpost.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/391 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=99573&B=ETENDERS_SIMPLE 🌏

Complementary information
Review body
Name: Chief Registrar
Postal address: Four Courts
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Source: OJS 2016/S 104-185727 (2016-05-30)
Contract award notice (2017-01-12)
Object
Scope of the procurement
Short description:
An Post's intention is conduct a tender process to appoint a supplier for the provision of Customer Care Call Centre & Related Services for its Mobile Virtual Network Operator (MVNO) offering Postmobile. It's An Post's intention to provide a comprehensive customer care service with agents having access directly to our subscriber care systems. Previous experience in the provision of complex care solutions in the telecommunications industry is required. The call centre will operate An Post's helpline number providing various care, support, and information about our services to the public An Post's is seeking to enter into a contract for the provision of Customer Care Call Centre and Related Services. It is anticipated that the Agreement will commence in January 2017 and continue for a period of three (3) years with an option to extend the Contract for a further 1 year.
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Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable
Award criteria
Lowest price

Reference
Dates
Date dispatched: 2017-01-12 📅
Publication date: 2017-01-14 📅
Identifiers
Notice number: 2017/S 010-015165
Refers to notice: 2016/S 104-185727
OJ-S issue: 10

Object
Scope of the procurement
Short description:
An Post's intention is conduct a tender process to appoint a supplier for the
provision of Customer Care Call Centre & Related Services for its Mobile Virtual
Network Operator (MVNO) offering Postmobile.
It's An Post's intention to provide a comprehensive customer care service with
agents having access directly to our subscriber care systems. Previous
experience in the provision of complex care solutions in the telecommunications
industry is required. The call centre will operate An Post's helpline number
providing various care, support, and information about our services to the public
An Post's is seeking to enter into a contract for the provision of Customer Care
Call Centre and Related Services. It is anticipated that the Agreement will
commence in January 2017 and continue for a period of three (3) years with an
option to extend the Contract for a further 1 year.
To appoint a supplier for the provision of Customer Care Call Centre & Related Services for its Mobile Virtual Network Operator (MVNO) offering Postmobile.
It was An Post's intention to provide a comprehensive customer care service with
An Post was seeking to enter into a contract for the provision of Customer Care

Award of contract
Date of contract conclusion: 2017-01-10 📅
Source: OJS 2017/S 010-015165 (2017-01-12)
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