Replacement Multi-Channel Contact Centre

Short description

Dublin City Council (DCC) is seeking proposals in respect of the replacement of its existing Contact Centre with a High Availability, distributed and scalable solution. Any proposed solution must have regard to DCC’s two server rooms, which are located within the Civic Offices and at its DR/Business Continuity Datacentre at DXC Citywest.

DCC is seeking proposals, which will provide a phased, structured and seamless replacement path for its Contact Centre. Tenderers must submit clearly and fully costed proposal(s) describing their solution(s), rationale, implementation plans, technical components and features together with the Professional Services required to implement the proposed solution. Similarly, tenderers must describe how their proposals will interface with the current infrastructure.

Contract duration is for 4 years with an option to extend for 1 further year.

Additional information

Additional Information — Dublin City Council:

1) Dublin City Council is subject to the provisions of the Freedom of Information Act (FOI) 2014. If you consider that any of the information supplied by you is either commercially sensitive or confidential in nature, this should be highlighted and the reasons for the sensitivity specified. In such cases, the relevant material, will in response to the FOI request; be examined in the light of the exemptions provided for in the Act;

2) It will be a condition for the award of any contract by Dublin City Council that the successful Tenderer and all sub-contractors (if applicable) produce a valid Tax Clearance Certificate from the Revenue Commissioners in compliance with Circular (43) 2006 (or as amended) and that the certificate will be maintained for the duration of the contract and will be on a 12 month basis. In the case of a non-resident Tenderer, a statement of suitability from the Revenue Commissioners will be required;

3) Suppliers must register their interest on the eTenders website (www.etenders.gov.ie) in order to be included on the mailing list for clarifications;

4) 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;

5) Please note also that 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. Dublin City Council will not accept responsibility for information relayed (or not relayed) via third parties;

6) The contract is primarily for use by the IS Department, but may also be extended for use by other divisions of Dublin City Council as requirements arise;

7) Emailed/faxed/late tenders will not be accepted;

8) Tenders may be submitted in English or in the Irish language;

9) Please note that OJEU contracts are covered by the Government Procurement Agreement (GPA);

10) Appeals procedure: the body to whom appeals should be addressed is — The High Court, Four Courts, Inns Quay, Dublin 7;

11) All queries regarding this tender must be submitted through the Irish Government Procurement Opportunities Portal www.etenders.gov.ie

Queries must be in question format. Responses will be circulated to those tenderers that have registered an interest in this notice on www.etenders.gov.ie

The details of the person making a query will not be disclosed when circulating the response. All queries must be submitted by 12:00 noon on 22.6.2018 to enable issue of responses to all interested parties;

12) Please note that where documents are made available in both PDF and Word format, in the event that there is any discrepancy between the documents, the PDF version will take precedence.