Provision of Telephonist Services

Department of Foreign Affairs and Trade/An Roinn Gnóthaí Eachtracha agus Trádála

The Department requires a managed service for delivery of telephonist services
for the term as specified in section 1.4 of this RFT.

Deadline

The time limit for receipt of tenders was 2016-06-14. The procurement was published on 2016-05-13.

Suppliers

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

Who? What? Where?
Procurement history
Date Document
2016-05-13 Contract notice
2016-09-29 Contract award notice
Contract notice (2016-05-13)
Object
Scope of the procurement
Title: Telephone-answering services
Reference number: 2016
Short description:
The Department requires a managed service for delivery of telephonist services for the term as specified in section 1.4 of this RFT.
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: Telephone-answering services 📦
Additional CPV: Telecommunications 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: Ministry or any other national or federal authority
Awarding authority name: Department of Foreign Affairs and Trade/An Roinn Gnóthaí Eachtracha agus Trádála
Postal address: 76-78 Harcourt Street
Postal code: D02 DX45
Postal town: Dublin
Contact
Internet address: http://www.dfa.ie 🌏
E-mail: john.histon@dfa.ie 📧
Phone: +353 114082000 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=98976&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=98976&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2016-05-13 📅
Submission deadline: 2016-06-14 📅
Publication date: 2016-05-18 📅
Identifiers
Notice number: 2016/S 094-168483
OJ-S issue: 94

Object
Scope of the procurement
Short description:
The Department requires a managed service for delivery of telephonist services
for the term as specified in section 1.4 of this RFT.
Estimated total value: 600 000 EUR 💰
Short description:
for the term as specified in section 1.4 of this RFT. The delivery of this service
should be managed and supervised by a dedicated Service Delivery Manager on
the Service Provider's own staff who should not be directly involved in carrying out
the day to day call handling function DFAT management will liaise directly with the
Service Delivery Manager for all matters related to the delivery of this service. The
Service Delivery Manager is responsible for communicating any procedural
changes to telephonists and for appropriate complaint handling. The Service
Delivery Manager will ensure a continuous service through managing attendance
including leave requests, and other absences. It is critical that an efficient service
is provided during the hours specified in this RFT. The Department also requires
that all telephonists provided are fluent in the English language and that, at all
times, the service can be provided in the Irish language when required.
Estimated value excluding VAT: 410 000 EUR 💰
Duration: 36 months
Description of renewals:
The Contracting Authority reserves the right to extend the Term for a period or periods of up to 1 Year with a maximum of two such extension or extensions on the same terms and conditions, subject to the Contracting Authority's obligations at law.
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: As per the Request for Tender.

Procedure
Time of receipt of tenders: 17:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months
Tender opening date: 2016-06-14 📅
Tender opening time: 17:00
Place: Dublin.

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: John Histon
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/246 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=98976&B=ETENDERS_SIMPLE 🌏

Complementary information
Review body
Name: The registrar
Postal address: The High Courts, Four Courts
Postal town: Dublin
Postal code: DO2 VY53
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Information about review deadlines:
The Registrar
Central office of the High Court,
Ground floor,
East Wing, Inns Quay,
Four Courts
DO2 VY53
Dublin.
Source: OJS 2016/S 094-168483 (2016-05-13)
Contract award notice (2016-09-29)
Object
Scope of the procurement
Short description:
The Department requires a managed service for delivery of telephonist services for the term as specified in section 1.4 of this RFT.
Total value of the procurement: 175 000 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable
Award criteria
Lowest price

Contracting authority
Identity
Postal address: 76- 78 Harcourt Street

Reference
Dates
Date dispatched: 2016-09-29 📅
Publication date: 2016-10-01 📅
Identifiers
Notice number: 2016/S 190-341290
Refers to notice: 2016/S 094-168483
OJ-S issue: 190

Award of contract
Date of contract conclusion: 2016-09-26 📅

Complementary information
Review body
Information about review deadlines:
The Registrar,
Four Courts,
DO2 VY53,
Source: OJS 2016/S 190-341290 (2016-09-29)
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