The RSA invites responses to this tender for the supply and support of an integrated Query Management, Knowledge Management and VoIP Telephony Solution. The objectives are to establish the Customer Call Centre as a centre of excellence for handling queries from customers and the public, and to deliver a modern VoIP Telephony Solution for organisation-wide communications which removes the reliance on fixed line ISDN services. The solution will transform our operational processes for managing customer queries and requests for information and should cater for all existing current and future modes of queries (e.g. phone, email, social media, webchat, etc.). The scope of the tender includes implementation services to establish the Solution and ongoing support and maintenance services for the Term of the Contract.
Deadline
The time limit for receipt of tenders was 2018-05-28.
The procurement was published on 2018-04-23.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Contract award notice (2018-11-14) Contracting authority Name and addresses
Name: Road Safety Authority (RSA)
National registration number: N/a
Postal address: Moy Business Park
Postal town: Ballina
Postal code: Primrose Hill
Country: Ireland 🇮🇪
Contact person: Procurement and contracts office
Phone: +353 9625000📞
E-mail: procurement@rsa.ie📧
Region: Éire/Ireland🏙️
URL: www.rsa.ie🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/481🌏
Object Scope of the procurement
Title:
“RFT for Provision, Support and Maintenance of Query Management, Knowledge Management and Telephony Solution
ET1804”
Products/services: Customer Relation Management software package📦
Short description:
“The RSA recently invited responses for the supply and support of an integrated query management, knowledge management and VoIP telephony solution as set out...”
Short description
The RSA recently invited responses for the supply and support of an integrated query management, knowledge management and VoIP telephony solution as set out in the Contract Notice dated 23.4.2018.
Following evaluation, a successful tenderer was identified and contract concluded as set out in this notice.
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Total value of the procurement (excluding VAT): EUR 2 333 440 💰
The RSA recently invited responses for the supply and support of an integrated query management, knowledge management and VoIP telephony solution as set out in the Contract Notice dated 23.4.2018.
Following evaluation, a successful tenderer was identified and contract concluded as set out in this Notice.
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Quality criterion (name): Functional proposals
Quality criterion (weighting): 295
Quality criterion (name): Service proposal
Quality criterion (weighting): 55
Quality criterion (name): Implementation proposal
Quality criterion (weighting): 150
Quality criterion (name): Technical proposal
Quality criterion (weighting): 160
Quality criterion (name): Resource proposal
Quality criterion (weighting): 30
Price (weighting): 300
Description
Additional information:
“Additional information is available in the RFT documents attached to the Contract Notice.”
Procedure Type of procedure
Open procedure
Administrative information
Previous publication concerning this procedure: 2018/S 079-176913
Award of contract
1️⃣
Contract Number: 1
Title:
“RFT for Provision, Support and Maintenance of Query Management, Knowledge Management and Telephony Solution”
Date of conclusion of the contract: 2018-10-31 📅
Information about tenders
Number of tenders received: 4
Number of tenders received by electronic means: 4
Name and address of the contractor
Name: Provident CRM Ltd
National registration number: 462574
Postal address: 3rd Floor
Postal town: 7 Exchange Place
Postal code: Dublin 1
Country: Ireland 🇮🇪
Phone: +353 16930000📞
E-mail: gary@providentcrm.com📧
Region: Éire/Ireland🏙️
URL: www.providentcrm.com🌏
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Estimated total value of the contract/lot: EUR 1 800 000 💰
Total value of the contract/lot: EUR 2 333 440 💰
Information about subcontracting
The contract is likely to be subcontracted
Short description of the part of the contract to be subcontracted: Contact Center, PBX
Complementary information Additional information
“Additional information is available in the RFT documents attached to the Contract notice.” Review body
Name: The High Court of Ireland
Postal address: High Court Central Office, Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
E-mail: highcourtcentraloffice@courts.ie📧
Fax: +353 18886125 📠
URL: www.courts.ie🌏 Review procedure
Precise information on deadline(s) for review procedures: Please consult with your own legal advisers
Source: OJS 2018/S 221-506263 (2018-11-14)