Object Scope of the procurement
Title:
“Service Provider to provide All Contact Centre Customer Service and Sales Activities for Residential and Business Customers
SS/CON/2620”
Products/services: Customer-care services📦
Short description:
“Service provider to provide all contact centre customer service and sales activities for residential and business customers.” Information about lots
This contract is divided into lots ✅
1️⃣ Scope of the procurement
Title: Residential Customer Service, Additional Sales and Home Energy Services
Title
Lot Identification Number: 1
Description
Additional products/services: Customer services📦
Additional products/services: Telephone-answering services📦
Additional products/services: Call centre📦
Place of performance: Éire/Ireland🏙️
Description of the procurement:
“All contact centre activity related to customer service and home energy services including telephone, email, new media and administration/back office...”
Description of the procurement
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.
This contract (lot) may be awarded to more than 1 service provider.
Show more Information about options
Options ✅
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...”
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).
2️⃣ Scope of the procurement
Title:
“Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)” Title
Lot Identification Number: 2
Description
Description of the procurement:
“All contact centre inbound and outbound sales including home energy services related activity including telephone, email, new media and associated...”
Description of the procurement
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.
This contract (lot) may be awarded to more than 1 service provider.
3️⃣ Scope of the procurement
Title: Business Customer Service, Additional Sales and Energy Services
Title
Lot Identification Number: 3
Description
Description of the procurement:
“All contact centre activity related to customer service and energy services including telephone, email, new media and administration/back office related...”
Description of the procurement
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.
This contract (lot) may be awarded to more than 1 service provider.
4️⃣ Scope of the procurement
Title: Business Sales (Winback, Acquisition)
Title
Lot Identification Number: 4
Description
Description of the procurement:
“All contact centre inbound and outbound sales including energy services related activity including telephone, email, new media and associated administration...”
Description of the procurement
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.
This contract (lot) may be awarded to more than 1 service provider.
5️⃣ Scope of the procurement
Title: Northern Ireland (NI)
Title
Lot Identification Number: 5
Description
Description of the procurement:
“Electric Ireland’s NI business is currently being performed in-house. However, we reserve the right to offer the customer service and sales provider...”
Description of the procurement
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.
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.
This contract (lot) may be awarded to more than 1 service provider.
Show more
Additional information: This lot was cancelled.
Procedure Type of procedure
Negotiated procedure with prior call for competition
Administrative information
Previous publication concerning this procedure: 2017/S 245-513136
Information about termination of call for competition in the form of a prior information notice
The contracting authority will not award any further contracts based on the above prior information notice
Award of contract
1️⃣
Contract Number: 1
Title: Residential Customer Service, Additional Sales and Home Energy Services
Date of conclusion of the contract: 2019-02-21 📅
Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from other EU Member States: 1
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 2
Name and address of the contractor
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📧
Fax: +353 212301801 📠
Region: Éire/Ireland🏙️
URL: http://www.abtran.com🌏
The contractor is an SME
2️⃣
Contract Number: 2
Lot Identification Number: 2
Title:
“Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)” Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received by electronic means: 3
3️⃣
Contract Number: 3
Name and address of the contractor
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📧
URL: http://www.fmi.ie🌏
The contractor is an SME ✅
4️⃣
Contract Number: 4
Lot Identification Number: 3
Title: Business Customer Service, Additional Sales and Energy Services
5️⃣
Contract Number: 5
Lot Identification Number: 4
Title: Business Sales (Winback, Acquisition)
6️⃣
Contract Number: 6
Name and address of the contractor
National registration number: 800 employees
Complementary information 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...”
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;
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;
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;
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;
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.
Show more Review body
Name: Chief Registrar
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
URL: http://www.courts.ie🌏
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
Information about lots
This contract is divided into lots ✅ Description
Description of the procurement:
“Residential Customer Service, Additional Sales and Home Energy Services”
Duration: 7 (YEAR)
The time frame below is expressed in number of years.
Title
Lot Identification Number: LOT-0001
Description
Description of the procurement:
“Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)” Title
Lot Identification Number: LOT-0002
Description
Description of the procurement:
“Business Customer Service, Additional Sales and Energy Services” Title
Lot Identification Number: LOT-0003
Description
Description of the procurement:
“Business Sales (Winback, Acquisition” Title
Lot Identification Number: LOT-0004
Procedure 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)
Total value of the contract/lot: 0 EUR 💰
Name and address of the contractor
Name: Abtran Unlimited Company
Postal address: Mahon Industrial Estate, Bessboro Rd
Postal code: T12 N972
Region: Dublin🏙️
E-mail: info@abtran.com📧
Phone: (021) 230 1800📞
2️⃣
Lot Identification Number: LOT-0002
3️⃣
Lot Identification Number: LOT-0003
4️⃣
Lot Identification Number: 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🏙️
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 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)