Single Party Framework for the Supply of Contact Centre Services to Irish Water

Irish Water

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:

• Capita Customer Solutions Ltd

Who?

• Irish Water

What?

Where?

• Éire/Ireland

Procurement history

Date	Document
2018-12-04	Contract notice
2020-05-22	Contract award notice

Contract notice (2018-12-04)
Object
Scope of the procurement
Title: Call centre
Reference number: 18/177
Short description:

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: Call centre 📦
Additional CPV: Contact management software package 📦
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: Irish Water
Postal address: Tender Administration, P.O. Box 900, Webworks, Eglinton Street, Ervia
Postal code: Co.Cork
Postal town: Cork
Contact
Internet address: http://www.ervia.ie 🌏
E-mail: tenders@ervia.ie 📧
Phone: +353 214239506 📞
URL for documents: http://www.etenders.gov.ie 🌏
URL for participation: http://www.etenders.gov.ie 🌏

Reference
Dates
Date dispatched: 2018-12-04 📅
Submission deadline: 2019-01-18 📅
Publication date: 2018-12-06 📅
Identifiers
Notice number: 2018/S 235-538363
Refers to notice: 2018/S 166-379360
OJ-S issue: 235
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.

Object
Scope of the procurement
Short description:

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.

Duration: 60 months
Description of renewals: Due for renewal July 2025.
Description of options: 2 year extension option allowed.
Additional information:

Will be accepted or read. Please submit via the etenders system not later than 12:00 Dublin local time Friday 18.1.2019.

Place of performance
Main site or place of performance: Republic of Ireland

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Refer to tender documents.
Contract execution
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.

Contract performance conditions: Contract performance conditions will be set out at ITT stage.

Procedure
Legal basis: 32014L0025
Envisaged number of candidates: 5
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Irish 🗣️
Tender validity period: 12 months

Contracting authority
Identity
National registration number: IE3191327JH
Contact
Contact point: Tender Admin
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/129496 🌏
Documents URL: www.etenders.gov.ie 🌏
URL for participation: www.etenders.gov.ie 🌏
URL for documents: www.etenders.gov.ie 🌏

Reference
Additional information
Estimated timing for further notices: 2025.

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.

Complementary information
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 📧
Internet address: http://www.courts.ie 🌏
Information about review deadlines:

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)).

Source: OJS 2018/S 235-538363 (2018-12-04)

Contract award notice (2020-05-22)
Object
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable
Award criteria
Lowest price

Contracting authority
Identity
Postal address: Tender Administration, PO Box 900, Webworks, Eglinton Street, Ervia, Co. Cork

Reference
Dates
Date dispatched: 2020-05-22 📅
Publication date: 2020-05-27 📅
Identifiers
Notice number: 2020/S 102-247054
Refers to notice: 2018/S 235-538363
OJ-S issue: 102
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.

Object
Scope of the procurement
Short description:

• 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.

Description of options: 2 year extension option allowed
Additional information:

Will be accepted or read. Please submit via the eTenders system not later than 12:00 Dublin local time Friday 18 January 2019.

Place of performance
Main site or place of performance: Cork.

Award of contract
Date of contract conclusion: 2020-05-12 📅
Name: Capita Customer Solutions Ltd
Postal town: Cork
Country: Ireland 🇮🇪
Information about tenders
Number of tenders received: 3

Reference
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.

Source: OJS 2020/S 102-247054 (2020-05-22)

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