RFT for Provision, Support and Maintenance of Query Management, Knowledge Management and Telephony Solution

Road Safety Authority (RSA)

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:

Who? What? Where?
Procurement history
Date Document
2018-04-23 Contract notice
2018-11-14 Contract award notice
Contract notice (2018-04-23)
Object
Scope of the procurement
Title: Customer Relation Management software package
Reference number: ET1804
Short description:
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.
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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 Relation Management software package 📦
Additional CPV: Voice-mail system 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

Procedure
Procedure type: Open procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Awarding authority name: Road Safety Authority (RSA)
Postal address: Moy Business Park
Postal code: Primrose Hill
Postal town: Ballina
Contact
Internet address: http://www.rsa.ie 🌏
E-mail: procurement@rsa.ie 📧
Phone: +353 9600000 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=128039&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=128039&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2018-04-23 📅
Submission deadline: 2018-05-28 📅
Publication date: 2018-04-24 📅
Identifiers
Notice number: 2018/S 079-176913
Refers to notice: 2018/S 053-116773
OJ-S issue: 79
Additional information
Additional information is available in the RFT documents attached to this Notice.

Object
Scope of the procurement
Estimated total value: 1 800 000 EUR 💰
Short description:
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 goals of this tender are to:
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a) deliver a Telephony Solution which will remove the reliance on fixed line service and replace with a VOIP service;
b) deliver a Telephony Solution for the Customer Call Centre with enhanced functionality for providing agent screen pops, management controls and improved call recording functionalities;
c) deliver a Query Management Solution which enables the recording, tracking and reporting of all customer queries regardless of contact channel;
d) enable the development of ‘canned’ responses and self-serve options for high volume query types, providing consistency in service delivery;
e) centralise the query management function (including all existing phone, email, postal queries and queries which may arise through future query channels) in the RSA Customer Care Centre (CCC);
f) free up capacity within the various Business Units through enabling the customer to self-serve and enabling the CCC to respond to the majority of requests;
g) provide a Knowledge Management Solution which delivers a central repository for knowledge and information assets held across the organisation;
h) deliver an internal knowledge base where staff can create, edit and access appropriate query related content for the highest volume Frequently Asked Questions;
i) through the knowledge base, enable staff to quickly answer the queries being dealt with, reducing processing time and improving quality of query responses;
j) provide a repository for access to internal documentation and processes;
k) provide seamless reporting across all platforms;
l) deliver improved real time and historic call reporting.
The scope of the tender includes Implementation Services to establish the Solution and ongoing support and maintenance services for the Term of the Contract.
Estimated value excluding VAT: 1 800 000 EUR 💰
Duration: 36 months
Description of renewals:
The RSA reserves the right to extend the initial term for a period of up to 24 months with a maximum of two (2) such extensions up to a maximum term of 84 months.
Additional information:
Additional information is available in the RFT documents attached to this Notice.
Place of performance
Main site or place of performance: Ballina, County Mayo.

Procedure
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 2018-11-27 📅
Tender opening date: 2018-05-28 📅
Tender opening time: 12:00

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Tracey O'Mahony
Internet address: www.rsa.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/481 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=128039&B=ETENDERS_SIMPLE 🌏

Complementary information
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 📠
Internet address: www.courts.ie 🌏
Source: OJS 2018/S 079-176913 (2018-04-23)
Contract award notice (2018-11-14)
Object
Scope of the procurement
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: 2 333 440 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Contracting authority
Contact
Phone: +353 9625000 📞

Reference
Dates
Date dispatched: 2018-11-14 📅
Publication date: 2018-11-16 📅
Identifiers
Notice number: 2018/S 221-506263
Refers to notice: 2018/S 079-176913
OJ-S issue: 221
Additional information
Additional information is available in the RFT documents attached to the Contract Notice.

Object
Scope of the procurement
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.
… Notice.
Additional information:
Additional information is available in the RFT documents attached to the Contract Notice.

Procedure
Award criteria
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

Award of contract
Date of contract conclusion: 2018-10-31 📅
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 📧
Internet address: www.providentcrm.com 🌏
Total value of the procurement: 2 333 440 EUR 💰
Information about tenders
Number of tenders received: 4

Contracting authority
Contact
Contact point: Procurement and contracts office

Reference
Additional information
Additional information is available in the RFT documents attached to the Contract notice.

Complementary information
Review body
Information about review deadlines: Please consult with your own legal advisers
Source: OJS 2018/S 221-506263 (2018-11-14)
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