Service Provider to provide All Contact Centre Customer Service & Sales Activities for Residential & Business Customers

Electricity Supply Board (ESB)

Service Provider to provide All Contact Centre Customer Service & Sales Activities for Residential & Business Customers.

Deadline

The time limit for receipt of tenders was 2018-01-26. The procurement was published on 2017-12-19.

Suppliers

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

Who? What? Where?
Procurement history
Date Document
2017-12-19 Contract notice
2019-02-21 Contract award notice
2025-08-27 Contract award notice
Contract notice (2017-12-19)
Object
Scope of the procurement
Title: Customer-care services
Reference number: SS/CON/2620
Short description:
Service Provider to provide All Contact Centre Customer Service & Sales Activities for Residential & Business Customers.
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: Customer-care services 📦
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: Electricity Supply Board (ESB)
Postal address: 2 Gateway
Postal code: East Wall Road
Postal town: Dublin 3
Contact
Internet address: http://www.esb.ie 🌏
E-mail: joey.gormly@esb.ie 📧
Phone: +353 17027474 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=123118&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=123118&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2017-12-19 📅
Submission deadline: 2018-01-26 📅
Publication date: 2017-12-21 📅
Identifiers
Notice number: 2017/S 245-513136
OJ-S issue: 245
Additional information
Please consult the associated documentation, which contains full instructions regarding the submission of tenders and is available to download from: — www.etenders.gov.ie using RFT ID128251

Object
Scope of the procurement
Title of the lot: Residential Customer Service, Additional Sales & Home Energy Services
Lot number: 1
Short description:
All contact center activity related to customer service and home energy services including telephone, email, new media and administration/back office related activity for Residential customers. Also includes sales of products and services to existing customers (sales through service), and retention activities.
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This contract (Lot) may be awarded to more than one service provider.
Duration: 36 months
Description of options:
On the completion of the contract period, 3 years ESB retains the option, at the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2).
Additional information:
Please consult the associated documentation, which contains full instructions regarding the submission of tenders and is available to download from:
— www.etenders.gov.ie using RFT ID128251
Title of the lot: Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)
Lot number: 2
Short description:
All contact center inbound and outbound sales including home energy services related activity including telephone, email, new media and associated administration for Residential customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity.
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Title of the lot: Business Customer Service, Additional Sales & Energy Services
Lot number: 3
Short description:
All contact center activity related to customer service and energy services including telephone, email, new media and administration/back office related activity for Business customers. Also includes sales of products and services to existing customers (sales through service) and retention activities.
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Title of the lot: Business Sales (Winback, Acquisition,
Lot number: 4
Short description:
All contact center inbound and outbound sales including energy services related activity including telephone, email, new media and associated administration for Business customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity.
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Title of the lot: Northern Ireland (NI)
Lot number: 5
Short description:
Electric Ireland’s NI business is currently being performed in-house. However, we reserve the right to offer the customer service & sales provider services for NI to the successful bidders under this tender process during the lifetime of this contractor to run a separate tender process for this activity in the future.
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If we do decide to offer the customer service & sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract it will be for:
— all contact center activity related to customer service and sales including energy services including telephone, email, new media and administration/back office related activity for NI Residential and Business customers.
This contract (Lot) may be awarded to more than 1 service provider.

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251.
List and brief description of rules and criteria:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251.
Contract execution
Deposits and guarantees required:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251.
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251.

Procedure
Minimum number of candidates: 1
Maximum number of candidates: 6
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria…
… and, rules outlined in the qualification questionnaire and at least the top scoring 6 applicants will be invited to tender, subject to that number qualifying.
… and rules outlined in the qualification questionnaire and at least the top scoring six applicants will be invited to tender, subject to that number qualifying.
… and rules outlined in the qualification questionnaire and at least the top scoring 6 applicants will be invited to tender, subject to that number qualifying.
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Joey Gormly
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=123118&B=ETENDERS_SIMPLE 🌏

Reference
Additional information
Interested parties must register their interest on the e-Tenders website.
(www.etenders.gov.ie) in order to be included on the mailing list for clarifications. A confidentiality agreement must be completed, signed and scanned in order to obtain the PQQ document.
All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal.
1) Registration is free of charge.
2) The contracting entity will not accept responsibility for information relayed (or not relayed) via third parties.
3) This is the sole call for competition for this service.
4) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.
5) Contract award will be subject to the approval of the competent authorities.
6) It will be a condition of award that candidates are tax compliant.
7) If for any reason it is not possible to admit to the contract one or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract under the framework agreement, the contracting entity reserves the right to invite the next highest scoring tenderer into the RFT stage of the tender competition and/or deliver the contract as appropriate to the circumstances pertaining to the contract.
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8) At its absolute discretion, the contracting entity may elect to terminate this procurement process or any contract awarded under this tender process at any time.
9) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases, it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words "or equivalent" will always be.
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appended.
10) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.
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11) At Section II.2.9 we have indicated that up to 6 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 6 applicants subject to that number qualifying.

Complementary information
Review body
Name: Chief Registrar
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: http://www.courts.ie 🌏
Service from which information about the review procedure may be obtained
Name: Not applicable
Postal town: Dublin
Source: OJS 2017/S 245-513136 (2017-12-19)
Contract award notice (2019-02-21)
Object
Scope of the procurement
Short description:
Service provider to provide all contact centre customer service and sales activities for residential and business customers.
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2019-02-21 📅
Publication date: 2019-02-26 📅
Identifiers
Notice number: 2019/S 040-091773
Refers to notice: 2017/S 245-513136
OJ-S issue: 40
Additional information
This lot was cancelled.

Object
Scope of the procurement
Title of the lot: Residential Customer Service, Additional Sales and Home Energy Services
Short description:
All contact centre activity related to customer service and home energy services including telephone, email, new media and administration/back office related activity for residential customers. Also includes sales of products and services to existing customers (sales through service), and retention activities.
Show more
This contract (lot) may be awarded to more than 1 service provider.
Description of options:
On the completion of the contract period three (3) years ESB retains the option, at the discretion of ESB, to extend for 2 further periods of 24 months (4 years in total) to a maximum duration of 7 years (3 + 2 + 2).
Short description:
All contact centre inbound and outbound sales including home energy services related activity including telephone, email, new media and associated administration for residential customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity.
Show more
Title of the lot: Business Customer Service, Additional Sales and Energy Services
Short description:
All contact centre activity related to customer service and energy services including telephone, email, new media and administration/back office related activity for business customers. Also includes sales of products and services to existing customers (sales through service), and retention activities.
Show more
Title of the lot: Business Sales (Winback, Acquisition)
Short description:
All contact centre inbound and outbound sales including energy services related activity including telephone, email, new media and associated administration for Business customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity.
Show more
Electric Ireland’s NI business is currently being performed in-house. However, we reserve the right to offer the customer service and sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract or to run a separate tender process for this activity in the future.
Show more
If we do decide to offer the customer service and sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract it will be for:
All contact centre activity related to customer service and sales including energy services including telephone, email, new media and administration/back office related activity for NI Residential and Business customers.
Additional information: This lot was cancelled.

Award of contract
Date of contract conclusion: 2019-02-21 📅
Name: Abtran
National registration number: 260018
Postal address: Blackrock Business Park
Postal town: Cork
Postal code: Bessboro Road
Country: Ireland 🇮🇪
Phone: +353 212301800 📞
E-mail: tenders@abtran.com 📧
Internet address: http://www.abtran.com 🌏
Name: Field Management Ireland
National registration number: 8225032 M
Postal address: Unit 3a Dundrum Business Park
Postal town: Dublin 14
Postal code: Dundrum
Phone: +353 14963399 📞
E-mail: nicola.debeer@fmi.ie 📧
Internet address: http://www.fmi.ie 🌏
National registration number: 800 employees
Information about tenders
Number of tenders received: 2
3

Reference
Additional information
1) Interested parties must register their interest on the eTenders website (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. A confidentiality agreement must be completed, signed and scanned in order to obtain the PQQ document. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting entity will not accept responsibility for information relayed (or not relayed) via third parties;
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2) This is the sole call for competition for this service;
3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers;
4) Contract award will be subject to the approval of the competent authorities;
5) It will be a condition of award that candidates are tax compliant;
6) If for any reason it is not possible to admit to the contract 1 or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract under the framework agreement, the contracting entity reserves the right to invite the next highest scoring tenderer into the RFT stage of the tender competition and/or deliver the contract as appropriate to the circumstances pertaining to the contract;
Show more
7) At its absolute discretion, the contracting entity may elect to terminate this procurement process or any contract awarded under this tender process at any time;
8) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words “or equivalent” will always be appended;
Show more
9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition;
Show more
10) At Section II.2.9) we have indicated that up to 6 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 6 applicants subject to that number qualifying.
Source: OJS 2019/S 040-091773 (2019-02-21)
Contract award notice (2025-08-27)
Object
Scope of the procurement
Title: SSCON3620 front office
Short description: Front Office Services
Type of contract: Services
Products/services: Customer-care services 📦
Information about lots
This contract is divided into lots ✅

1️⃣
Title: Lot 1 Residential Customer Service, Additional Sales and Home Energy Services
Description of the procurement: Residential Customer Service, Additional Sales and Home Energy Services
Country: Ireland 🇮🇪
Duration: 7 years
Title
Lot Identification Number: LOT-0001

2️⃣
Title: Lot 2 Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)
Description of the procurement: Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)
Title
Lot Identification Number: LOT-0002

3️⃣
Title: Lot 3 Business Customer Service, Additional Sales and Energy Services
Description of the procurement: Business Customer Service, Additional Sales and Energy Services
Title
Lot Identification Number: LOT-0003

4️⃣
Title: Lot 4 Business Sales (Winback, Acquisition
Description of the procurement: Business Sales (Winback, Acquisition
Title
Lot Identification Number: LOT-0004

Procedure
Type of procedure
Legal basis: Directive 2014/25/EU
Information about a framework agreement or a dynamic purchasing system
Framework agreement with several operators ✅

Award of contract

1️⃣
Lot Identification Number: LOT-0001
Contract Number: Lot 1 Residential Customer Service, Additional Sales and Home Energy Services
Date of conclusion of the contract: 2019-02-01 📅
Title: Lot 1 Residential Customer Service, Additional Sales and Home Energy Services
Information on value of the contract/lot (excluding VAT)
Maximum value of the framework agreement: 150 000 000 EUR 💰
Total value of the contract/lot: 0 EUR 💰
Tender identifier: Abtran
Identifier of lot or group of lots: LOT-0001
Information about tenders
Name of the tendering party: Abtran Unlimited Company
Name and address of the contractor
Name: Abtran Unlimited Company
National registration number: 260018
Postal address: Mahon Industrial Estate, Bessboro Rd
Postal code: T12 N972
Postal town: Cork
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: info@abtran.com 📧
Phone: (021) 230 1800 📞

2️⃣
Lot Identification Number: LOT-0002
Identifier of lot or group of lots: LOT-0002
Tender identifier: FMI
Information about tenders
Name of the tendering party: Field Management Ireland Limited
Name and address of the contractor
Name: Field Management Ireland Limited
National registration number: IE225032
Postal address: Unit 3A, Dundrum Business Park, Dundrum Rd, Dundrum, Dublin, D14 WC52
Postal code: D14 WC52
Postal town: Dublin
E-mail: hello@fmi.ie 📧
Phone: 01 496 3399 📞

3️⃣
Lot Identification Number: LOT-0003
Identifier of lot or group of lots: LOT-0003

4️⃣
Lot Identification Number: LOT-0004
Identifier of lot or group of lots: LOT-0004

Contracting authority
Name and addresses
Name: Electric Supply Board (ESB)
National registration number: 339991
Postal address: 27 Fitzwilliam Street Lower
Postal code: D02 KT92
Postal town: Dublin
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: conor.byrne3@esb.ie 📧
Phone: 0861919887 📞

Complementary information
Review body
Name: The High Court of Ireland
National registration number: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Region: Dublin 🏙️
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 1 8886000 📞
Review procedure
Precise information on deadline(s) for review procedures: Information can be found in the Utilities Directive

Changes
Other additional information
Electric Ireland is currently undertaking a transformation project to determine how customer services will be delivered in the future, this will likely require aggregation of a number of existing services and new systems/interfaces, all of which have yet to be determined. Until transformation project has determined the shape of the new requirements it is not possible for Electric Ireland to develop a specification and tender. Electric Ireland wishes to and is obligated to support customers to the highest standards, whilst it determines appropriate future strategy.
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Main reason for change: Need for modifications because of circumstances which a diligent buyer could not predict.
Text to be corrected in the original notice
Section number: ORG-0001
New value
Text:
The contract was awarded for 7 years initially and needs to be extended by 2 years from February 2026 to February 2028.
Source: OJS 2025/S 164-563369 (2025-08-27)
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