Service Provider to provide Debt Collection and Credit Control Services

Electricity Supply Board (ESB)

Service Provider to provide Debt Collection and Credit Control Services.

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
2018-11-14 Contract award notice
2025-08-27 Contract award notice
Contract notice (2017-12-19)
Object
Scope of the procurement
Title: Collection agency services
Reference number: SS/CON/3621
Short description: Service Provider to provide Debt Collection and Credit Control Services.
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: Collection agency services 📦
Additional CPV: Credit granting 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=123116&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=123116&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 245-513138
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 ID128249

Object
Scope of the procurement
Title of the lot: ROI Debt Collection Live Accounts and Back Office Payments & Database
Lot number: 1
Short description:
debt collection live accounts — live residential & commercial customer accounts back office — payments & database.
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 2 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 ID128249
Title of the lot: ROI Debt Collection Closed/Final Accounts
Lot number: 2
Short description:
ROI debt collection closed/final accounts — closed residential & commercial customer accounts & legal action follow up.
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 ID128249
Title of the lot: NI Debt Collection Live & Closed/Final Accounts
Lot number: 3
Short description:
NI debt collection live & closed/final accounts — NI live residential & commercial customer accounts and NI closed residential & commercial customer accounts & legal action follow up.

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 ID 128249.
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 ID 128249.
Contract execution
Deposits and guarantees required:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 128249.
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 ID 128249.
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 ID 128249.

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.
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=123116&B=ETENDERS_SIMPLE 🌏

Reference
Additional information
Interested parties must register their interest on the eTenders web site
(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 3
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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 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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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.
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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.
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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.

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 🌏
Body responsible for mediation procedures
Name: Not applicable
Postal town: Dublin
Source: OJS 2017/S 245-513138 (2017-12-19)
Contract award notice (2018-11-14)
Object
Scope of the procurement
Short description: Service provider to provide debt collection and credit control services.
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2018-11-14 📅
Publication date: 2018-11-17 📅
Identifiers
Notice number: 2018/S 222-508966
Refers to notice: 2017/S 245-513138
OJ-S issue: 222
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 ID128249.

Object
Scope of the procurement
Title of the lot: ROI Debt Collection Live Accounts and Back Office Payments and Database
Short description:
— debt collection live accounts,
— live residential and commercial customer accounts,
— back office,
— payments and database.
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).
Additional information: www.etenders.gov.ie using RFT ID128249.
Short description:
ROI Debt collection closed/final accounts — Closed residential and commercial customer accounts and legal action follow up.
Title of the lot: NI Debt Collection Live and Closed/Final Accounts
Short description:
NI Debt collection live and closed/final accounts — NI live residential and commercial customer accounts and NI closed residential and commercial customer accounts and legal action follow up.

Award of contract
Date of contract conclusion: 2018-11-13 📅
Name: Capita Customer Solutions Ltd
National registration number: 377757
Postal address: Unit B, West Cork Business and Technology Park
Postal town: Clonakilty, Co. Cork
Country: Ireland 🇮🇪
Internet address: www.capita.ie 🌏
Name: CMOS Ltd
National registration number: 287155
Postal address: 9 Seville Place
Postal town: Dublin 1
Internet address: www.cmos.ie 🌏
Information about tenders
Number of tenders received: 2
3

Reference
Additional information
Interested parties must register their interest on the eTenders web site (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 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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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;
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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;
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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.

Complementary information
Body responsible for mediation procedures
Name: not applicable
Postal town: dublin
Source: OJS 2018/S 222-508966 (2018-11-14)
Contract award notice (2025-08-27)
Object
Scope of the procurement
Title: SSCON3621 Service Provider to provide Debt Collection and Credit Control Services
Short description: Service Provider to provide Debt Collection and Credit Control Services
Type of contract: Services
Products/services: Collection agency services 📦
Other restrictions on the place of performance: Anywhere
Information about lots
This contract is divided into lots ✅

1️⃣
Title: Lot 1 ROI Debt Collection Live Accounts and Back Office Payments and Database
Description of the procurement: ROI Debt Collection Live Accounts and Back Office Payments and Database
Duration: 7 years
Title
Lot Identification Number: LOT-0001

2️⃣
Title: Lot 2 ROI Debt Collection Closed/Final Accounts
Description of the procurement: ROI Debt Collection Closed/Final Accounts
Country: Ireland 🇮🇪
Title
Lot Identification Number: LOT-0002

3️⃣
Title: Lot 3 NI Debt Collection Live and Closed/Final Accounts
Description of the procurement: NI Debt Collection Live and Closed/Final Accounts
Title
Lot Identification Number: LOT-0003

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 ROI Debt Collection Live Accounts and Back Office Payments and Database
Date of conclusion of the contract: 2019-02-01 📅
Information on value of the contract/lot (excluding VAT)
Maximum value of the framework agreement: 50 000 000 EUR 💰
Tender identifier: Capita Customer Solutions Ltd
Identifier of lot or group of lots: LOT-0001
Information about tenders
Name of the tendering party: Capita Customer Solutions Ltd
Name and address of the contractor
Name: Capita Customer Solutions Ltd
National registration number: 377757
Postal address: Grillagh, West Cork Business and Technology Park, Co. Cork, P85 YH98
Postal code: P85 YH98
Postal town: Co. Cork
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: na@capita.com 📧
Phone: 023 883 2800 📞

2️⃣
Lot Identification Number: LOT-0002
Tender identifier: Credit Management Outsource Solutions (CMOS) Limited
Identifier of lot or group of lots: LOT-0002
Information about tenders
Name of the tendering party: Credit Management Outsource Solutions (CMOS) Limited
Name and address of the contractor
Name: Credit Management Outsource Solutions (CMOS) Limited
National registration number: 287155
Postal address: 9 Seville Place Dublin D01T6R0, Ireland
Postal code: D01T6R0
Postal town: Dublin
E-mail: info@cmos.ie 📧
Phone: 01 5547894 📞

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

Contracting authority
Name and addresses
Name: Electric Supply Board (ESB)
National registration number: 339991
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, Dublin D07 WDX8
Postal code: D07 WDX8
Postal town: Dublin
Region: Dublin 🏙️
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: 01 8886000 📞
Review procedure
Precise information on deadline(s) for review procedures: Details 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.
New value
Text:
The contract was awarded for 7 years initially and needs to be extended by 2 years from December 2025 to December 2027.
Source: OJS 2025/S 164-562227 (2025-08-27)
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