Customer Contact Call Handling Services and The Provision of Customer Agents
Iarnrod Eireann-Irish Rail
This is a call to competition by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
DeadlineThe time limit for receipt of tenders was 2017-05-01. The procurement was published on 2017-03-28.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What? Where?
Procurement history
| Date | Document |
|---|---|
| 2017-03-28 | Contract notice |
| 2017-10-25 | Contract award notice |
Contract notice (2017-03-28)
Object
Scope of the procurement
Title: Call centre
Reference number: 6849
Short description:
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Call centre 📦
Additional CPV: Customer 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: Iarnród Éireann-Irish Rail
Postal address: Procurement, CIE Works, Inchicore
Postal code: 8
Postal town: Dublin
Contact
Internet address: https://www.irishrail.ie 🌏
E-mail: gavin.cahill@irishrail.ie 📧
Phone: +353 01-7031755 📞
Fax: +353 01-7031777 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=110345&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2017-03-28 📅
Submission deadline: 2017-05-01 📅
Publication date: 2017-03-29 📅
Identifiers
Notice number: 2017/S 062-116879
OJ-S issue: 62
Object
Scope of the procurement
Estimated total value: 1 500 000 EUR 💰
Short description:
Estimated value excluding VAT: 1 500 000 EUR 💰
Duration: 36 months
Description of renewals:
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
Deposits and guarantees required: To be set out in the Tender documents.
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them: To be set out in the Tender documents.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
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: Gavin Cahill
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/433 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=110345&B=ETENDERS_SIMPLE 🌏
Reference
Additional information
Estimated timing for further notices: March 2020 or March 2022 depending if the option to extend is exercised.
Complementary information
Review body
Name: The High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: http:///www.courts.ie 🌏
Source: OJS 2017/S 062-116879 (2017-03-28)
Object
Scope of the procurement
Title: Call centre
Reference number: 6849
Short description:
This is a call to competition by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
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: Call centre 📦
Additional CPV: Customer 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: Iarnród Éireann-Irish Rail
Postal address: Procurement, CIE Works, Inchicore
Postal code: 8
Postal town: Dublin
Contact
Internet address: https://www.irishrail.ie 🌏
E-mail: gavin.cahill@irishrail.ie 📧
Phone: +353 01-7031755 📞
Fax: +353 01-7031777 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=110345&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2017-03-28 📅
Submission deadline: 2017-05-01 📅
Publication date: 2017-03-29 📅
Identifiers
Notice number: 2017/S 062-116879
OJ-S issue: 62
Object
Scope of the procurement
Estimated total value: 1 500 000 EUR 💰
Short description:
The core services required under this contract include:
Customer Information — information calls account for c 60 % of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls.
Book your ticket — calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same.
Group Tickets — calls relate to the purchase of group or multiple seats bookings.
Customer Assistance and Feedback — calls relate to assistance with bookings made online.
Customer Care — calls relate to a fall down in services.
Revenue Protection — calls relate to fines issued to those passengers caught travelling without a ticket.
The Customer agents will be based at Iarnród Éireann, Head Office, Connolly station and will be tasked with the following administration roles with the Customer Experience team:
— Customer email and phone call responses within designated SLA.
— Servicing walk in Customer contacts.
— General office duties.
— Liaising with other departments as required.
— Providing top class service to Customers.
Duration: 36 months
Description of renewals:
This contract will be for a period of 3 years with an option to extend annually for a further period of 2 years.
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
Please refer to the Pre-Qualification Questionnaire (PQQ) appended to this notice.
List and brief description of rules and criteria:
Please refer to the Pre-Qualification Questionnaire (PQQ) appended to this notice.
Contract execution
Deposits and guarantees required: To be set out in the Tender documents.
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them: To be set out in the Tender documents.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
A Grouping if successful, must be prepared to contract as a single entity having joint and several liability with each member of the group.
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: Gavin Cahill
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/433 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=110345&B=ETENDERS_SIMPLE 🌏
Reference
Additional information
Estimated timing for further notices: March 2020 or March 2022 depending if the option to extend is exercised.
Complementary information
Review body
Name: The High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: http:///www.courts.ie 🌏
Source: OJS 2017/S 062-116879 (2017-03-28)
Contract award notice (2017-10-25)
Object
Scope of the procurement
Short description:
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2017-10-25 📅
Publication date: 2017-10-27 📅
Identifiers
Notice number: 2017/S 207-428964
Refers to notice: 2017/S 062-116879
OJ-S issue: 207
Object
Scope of the procurement
Short description:
Procedure
Award criteria
Quality criterion (name): Project implementation plan
Quality criterion (weighting): 30 %
Quality criterion (name): Contract and performance management
Quality criterion (weighting): 20 %
Cost criterion (name): Total cost
Cost criterion (weighting): 50 %
Award of contract
Date of contract conclusion: 2017-10-20 📅
Name: Capita Customer Solutions Limited
National registration number: 377757
Postal address: West Cork Technology Park, Cork
Postal town: Clonakilty
Postal code: P85 YH98
Country: Ireland 🇮🇪
Phone: +353 238832800 📞
E-mail: enquiries@capitalcustomersolutions.ie 📧
Internet address: www.capitalcustomersolutions.ie 🌏
Information about tenders
Number of tenders received: 4
Source: OJS 2017/S 207-428964 (2017-10-25)
Object
Scope of the procurement
Short description:
Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2017-10-25 📅
Publication date: 2017-10-27 📅
Identifiers
Notice number: 2017/S 207-428964
Refers to notice: 2017/S 062-116879
OJ-S issue: 207
Object
Scope of the procurement
Short description:
Customer Information — Information calls account for c60 % of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls.
Book your ticket — Calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same.
Group Tickets — Calls relate to the purchase of group or multiple seats bookings.
Customer Assistance and Feedback — Calls relate to assistance with bookings made online.
Customer Care — Calls relate to a fall down in services.
Revenue Protection — Calls relate to fines issued to those passengers caught travelling without a ticket.
Procedure
Award criteria
Quality criterion (name): Project implementation plan
Quality criterion (weighting): 30 %
Quality criterion (name): Contract and performance management
Quality criterion (weighting): 20 %
Cost criterion (name): Total cost
Cost criterion (weighting): 50 %
Award of contract
Date of contract conclusion: 2017-10-20 📅
Name: Capita Customer Solutions Limited
National registration number: 377757
Postal address: West Cork Technology Park, Cork
Postal town: Clonakilty
Postal code: P85 YH98
Country: Ireland 🇮🇪
Phone: +353 238832800 📞
E-mail: enquiries@capitalcustomersolutions.ie 📧
Internet address: www.capitalcustomersolutions.ie 🌏
Information about tenders
Number of tenders received: 4
Source: OJS 2017/S 207-428964 (2017-10-25)
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