Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company. Refer to PQQ document.
Deadline
The time limit for receipt of tenders was 2019-01-18.
The procurement was published on 2018-12-04.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“Single Party Framework for the Supply of Contact Centre Services to Irish Water
18/177”
Products/services: Call centre📦
Short description:
“Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing...”
Short description
Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company. Refer to PQQ document.
Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company.
Irish Water requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers, to include the following services:
— service provision 365 days per year including service provision during red weather warnings for:
—— information and support provision relating to Field Operations and Water Supply queries,
—— out-of-hours emergency contact response provision,
—— major weather events contact response provision,
— rapid response to deploy the optimum number of agents, at short notice (i.e. 1-2 hours) to handle crises related contacts (major outage/flooding/bad weather/pollution events etc.),
— new connections and licensing application management,
— management of dedicated telephone line for elected representatives,
— capability to provide services through the Irish language,
— customer complaint and escalation management,
— case management for resolution of requests, issues and problems,
— information and support provision relating to Billing and Meter queries,
— billing and payments exception management, e.g. pending bills, adjustments, suspense accounts etc,
— service performance reporting and data analytics across all services to include problem identification and service improvement insights,
— identification and delivery of service improvements and support for channel migration,
— customer account management,
— payment processing,
— debt management and collections.
The service delivery model for the multi-channel contact centre service shall support differentiated services across customer segments and provide contact capability across multiple traditional and digital channels.
Supporting back office and administration activity will also be required to enable full end-to-end service provision to customers e.g. payment processing and associated credit control/debt collections; fulfilment; complaint and escalation management.
Show more Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 60
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals: Due for renewal July 2025.
Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
Information about options
Options ✅
Description of options: 2 year extension option allowed.
Description
Additional information:
“You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and...”
Additional information
You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and time specified in the PQQ documents. Please note that all tenders are electronic, as such no paper copies
Will be accepted or read. Please submit via the etenders system not later than 12:00 Dublin local time Friday 18.1.2019.
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions: Refer to tender documents.
Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Conditions for participation
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
“Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal...”
Legal form to be taken by the group of economic operators to whom the contract is to be awarded
Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal form in order to submit a request to participate, but may if the Contracting Entity considers it necessary to ensure that the contract is carried out to its satisfaction, be required to do so prior to award of the contract.
The Contracting Entity also reserves the right to contract with each member of the group on the basis of joint and several liability, or with one member of the group as a main contractor with a number of sub-contractors or on any other basis as the Contracting Entity considers appropriate.
Show more Conditions related to the contract
Contract performance conditions: Contract performance conditions will be set out at ITT stage.
Procedure Type of procedure
Negotiated procedure with prior call for competition
Information about a framework agreement or a dynamic purchasing system
Framework agreement with a single operator
Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
Administrative information
Previous publication concerning this procedure: 2018/S 166-379360
Time limit for receipt of tenders or requests to participate: 2019-01-18
12:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Languages in which tenders or requests to participate may be submitted: Irish 🗣️
The time frame below is expressed in number of months.
Minimum time frame during which the tenderer must maintain the tender: 12
Complementary information Information about recurrence
This is a recurrent procurement ✅
Estimated timing for further notices to be published: 2025.
Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
Additional information
“You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and...”
You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and time specified in the PQQ documents. Please note that all tenders are electronic, as such no paper copies will be accepted or read. Please submit via the etenders system not later than 12:00 Dublin local time Friday 18.1.2019.
Show more Review body
Name: The High Court
Postal address: High Court Central Office, Four Courts, Inns Quay
Postal town: Dublin
Country: Ireland 🇮🇪
Phone: +35 318886000📞
E-mail: highcourtcentraloffice@courts.ie📧
URL: http://www.courts.ie🌏 Review procedure
Precise information on deadline(s) for review procedures:
“Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and...”
Precise information on deadline(s) for review procedures
Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and in particular Regulation 7 and 10(2)).
Show more
Source: OJS 2018/S 235-538363 (2018-12-04)
Contract award notice (2020-05-22) Contracting authority Name and addresses
Postal address: Tender Administration, PO Box 900, Webworks, Eglinton Street, Ervia, Co. Cork
Information about joint procurement
The contract is awarded by a central purchasing body
Object Description
Main site or place of performance: Cork.
Description of the procurement:
“Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing...”
Description of the procurement
Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company.
Irish Water requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers, to include the following services:
• service provision 365 days per year including service provision during red weather warnings for:
— information and support provision relating to field operations and water supply queries;
— out-of-hours emergency contact response provision;
— major weather events contact response provision.
• rapid response to deploy the optimum number of agents, at short notice (i.e. 1-2 hours) to handle crises related contacts (major outage/flooding/bad weather/pollution events, etc.);
• new connections and licensing application management;
• management of dedicated telephone line for elected representatives;
• capability to provide services through the Irish language;
• customer complaint and escalation management;
• case management for resolution of requests, issues and problems;
• information and support provision relating to billing and meter queries;
• billing and payments exception management, e.g. pending bills, adjustments, suspense accounts; etc.
• service performance reporting and data analytics across all services to include problem identification and service improvement insights;
• identification and delivery of service improvements and support for channel migration;
• customer account management;
• payment processing;
• debt management and collections.
The service delivery model for the multi-channel contact centre service shall support differentiated services across customer segments and provide contact capability across multiple traditional and digital channels.
Supporting back office and administration activity will also be required to enable full end-to-end service provision to customers e.g. payment processing and associated credit control/debt collections; fulfilment; complaint and escalation management.
Show more Information about options
Description of options: 2 year extension option allowed
Description
Additional information:
“You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and...”
Additional information
You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and time specified in the PQQ documents. Please note that all tenders are electronic, as such no paper copies
Will be accepted or read. Please submit via the eTenders system not later than 12:00 Dublin local time Friday 18 January 2019.
Procedure Information about framework agreement
The procurement involves the establishment of a framework agreement
Administrative information
Previous publication concerning this procedure: 2018/S 235-538363
Award of contract
1️⃣
Contract Number: 1
Title:
“18/177 — Single Party Framework for the Supply of Contact Centre Services to Irish Water”
Date of conclusion of the contract: 2020-05-12 📅
Information about tenders
Number of tenders received: 3
Name and address of the contractor
Name: Capita Customer Solutions Ltd
Postal town: Cork
Country: Ireland 🇮🇪
Region: Éire/Ireland🏙️
The contractor is an SME
Complementary information Additional information
“You must submit through the eTenders system before the deadline.The submission deadline is strict and no submissions will be possible after the date and...”
You must submit through the eTenders system before the deadline.The submission deadline is strict and no submissions will be possible after the date and time specified in the PQQ documents. Please note that all tenders are electronic, as such NO paper copies will be accepted or read. Please submit via the eTenders system not later than 12:00 Dublin local time Friday 18 January 2019.
Show more
Source: OJS 2020/S 102-247054 (2020-05-22)