Failte Ireland are looking for a professional services supply partner to create a differentiated customer experience through the provision of a world-class business process & customer support service. Acting as Fáilte Ireland’s first point of contact for all customers across our service offering, the successful tenderer will tactically support Fáilte Ireland business units in administering these services to our customers.
Deadline
The time limit for receipt of tenders was 2018-04-18.
The procurement was published on 2018-03-13.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title: The Provision of Business Process and Customer Support Services
BI/2018/01
Products/services: Business and management consultancy and related services📦
Short description:
“Failte Ireland are looking for a professional services supply partner to create a differentiated customer experience through the provision of a world-class...”
Short description
Failte Ireland are looking for a professional services supply partner to create a differentiated customer experience through the provision of a world-class Business Process & Customer Support service. Acting as Fáilte Ireland’s first point of contact for all customers across our service offering, the successful Tenderer will tactically support Fáilte Ireland business units in administering these services to our customers.
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Currency code: EUR 💰
Total value of the procurement (excluding VAT) (lowest offer): 3000000.00
Total value of the procurement (excluding VAT) (highest offer): 7000000.00
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Additional products/services: Business and management consultancy and related services📦
Place of performance: Éire/Ireland🏙️
Description of the procurement:
“Failte Ireland are looking for a professional services supply partner to create a differentiated customer experience through the provision of a world-class...”
Description of the procurement
Failte Ireland are looking for a professional services supply partner to create a differentiated customer experience through the provision of a world-class Business Process and Customer Support service. Acting as Fáilte Ireland’s first point of contact for all customers across our service offering, the successful Tenderer will tactically support Fáilte Ireland business units in administering these services to our customers.
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Quality criterion (name): Overall technical merit of the proposed solution
Quality criterion (weighting): 15
Quality criterion (name): Overall merit of the human resources proposed
Quality criterion (weighting): 20
Quality criterion (name): Mobilisation, contract management and reporting
Quality criterion (name): Service excellent, added value and innovation
Cost criterion (name): Ultimate cost
Cost criterion (weighting): 35
Procedure Type of procedure
Open procedure
Administrative information
Previous publication concerning this procedure: 2018/S 052-115325
Award of contract
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Contract Number: BI/2018/01
Title: The Provision of Business Process and Customer Support Services
Date of conclusion of the contract: 2018-11-20 📅
Information about tenders
Number of tenders received: 2
Name and address of the contractor
Name: Capita Customer Solutions
Postal address: Unit B, West Cork Technology Park
Postal town: Clonakillty
Postal code: Co Cork
Country: Ireland 🇮🇪
Region: Éire/Ireland🏙️
The contractor is an SME
Information on value of the contract/lot (excluding VAT)
Currency code: EUR 💰
Lowest offer: 3000000.00
Highest offer: 7000000.00
Complementary information Additional information
“1) Interested parties must register their interest on the eTenders website (www.etenders.gov.ie) in order to be included on the mailing list for...”
1) Interested parties must register their interest on the eTenders website (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. 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. The Contracting Authority will not accept responsibility for information relayed (or not relayed) via third parties.
2) This is the sole call for competition for this service.
3) The Contracting Authority will not be responsible for any costs, charges or expenses incurred by candidates, participants or tenderers.
4) Establishment of this contract will be subject to the approval of the competent authorities.
5) If for any reason it is not possible to conclude the contract with the designated successful tenderer emerging from this competitive process; or if having concluded contract the contracting authority considers that the successful tenderer has not met, or cannot meet its obligations; the Contracting Authority reserves the right to contract with the next highest scoring tenderer on the basis of the same terms at any time during the tender validity period. This shall be without prejudice to the right of the contracting authority to cancel this competitive process and/or initiate a new contract award procedure at its sole discretion.
6) At its absolute discretion, the Contracting Authority may elect to terminate this procurement process, at any time.
7) Without prejudice to the principle of equal treatment, the contracting authority is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition at the application stage.
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Name: High Court
Postal address: Chief Registrar, The Four Courts
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
URL: www.courts.ie🌏 Review procedure
Precise information on deadline(s) for review procedures:
“The Contracting Authority will not conclude this contract to which a standstill period applies in accordance with Irish Statutory Instrument SI 130 of 2010,...”
Precise information on deadline(s) for review procedures
The Contracting Authority will not conclude this contract to which a standstill period applies in accordance with Irish Statutory Instrument SI 130 of 2010, until after the expiry of the standstill period which commences on the day following the date of notification of concerned candidates and tenderers. The duration of the standstill period will be 14 calendar days where notifications are sent electronically or by fax and 16 calendar days where these are sent by any other means. The Statutory Instrument mentioned above provides that review procedures are available in the High Court to a person who has or has had an interest in obtaining the contract and alleges that he or she has been harmed or is at risk of being harmed by an infringement of the law in relation to that contract.
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Source: OJS 2018/S 228-522071 (2018-11-22)