The Provision of Business Process & Customer Support Services

Fáilte Ireland-National Tourism Development Authority

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:

Who? What? Where?
Procurement history
Date Document
2018-03-13 Contract notice
2018-11-22 Contract award notice
Contract notice (2018-03-13)
Object
Scope of the procurement
Title: Business and management consultancy and related services
Reference number: BI/2018/01
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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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: Business and management consultancy and related services 📦
Additional CPV: Business and management consultancy and related services 📦
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: Fáilte Ireland-National Tourism Development Authority
Postal address: 88-95 Amiens Street
Postal code: 1
Postal town: Dublin
Contact
Internet address: http://www.failteireland.ie 🌏
E-mail: procurement@failteireland.ie 📧
Phone: +353 18847888 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=126374&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2018-03-13 📅
Submission deadline: 2018-04-18 📅
Publication date: 2018-03-15 📅
Identifiers
Notice number: 2018/S 052-115325
OJ-S issue: 52
Additional information
1— Interested parties must register their interest on the eTenders web site (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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Object
Scope of the procurement
Estimated total value: 5 000 000 EUR 💰
Estimated value excluding VAT: 5 000 000 EUR 💰
Duration: 60 months

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
As per the ITT, available for downloading from the Irish Procurement Government Website, www.etenders.gov.ie
Economic and financial standing:
As per the ITT, available for downloading from the Irish Procurement Government Website, www.etenders.gov.ie
Minimum level(s) of standards:
As per the ITT, available for downloading from the Irish Procurement Government Website, www.etenders.gov.ie
Technical and professional ability:
As per the ITT, available for downloading from the Irish Procurement Government Website, www.etenders.gov.ie
Contract execution
Contract performance conditions:
As per the ITT, available for downloading from the Irish Procurement Government Website, www.etenders.gov.ie

Procedure
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 2019-04-18 📅
Tender opening date: 2018-04-18 📅
Tender opening time: 12:00

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Sabrina Jones
Internet address: www.failteireland.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1169 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=126374&B=ETENDERS_SIMPLE 🌏

Reference
Additional information
1— Interested parties must register their interest on the eTenders web site (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
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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.
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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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Complementary information
Review body
Name: High Court
Postal address: Chief Registrar, The Four Courts
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Internet address: www.courts.ie 🌏
Information about review deadlines:
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 052-115325 (2018-03-13)
Contract award notice (2018-11-22)
Object
Scope of the procurement
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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Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2018-11-22 📅
Publication date: 2018-11-27 📅
Identifiers
Notice number: 2018/S 228-522071
Refers to notice: 2018/S 052-115325
OJ-S issue: 228
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 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.
Show more

Object
Scope of the procurement
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 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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Procedure
Award criteria
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
Service excellent, added value and innovation
Cost criterion (name): Ultimate cost
Cost criterion (weighting): 35

Award of contract
Date of contract conclusion: 2018-11-20 📅
Name: Capita Customer Solutions
Postal address: Unit B, West Cork Technology Park
Postal town: Clonakillty
Postal code: Co Cork
Country: Ireland 🇮🇪
Information about tenders
Number of tenders received: 2

Reference
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 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.
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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.
Show more
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.
Show more

Complementary information
Review body
Information about review deadlines:
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.
Show more
Source: OJS 2018/S 228-522071 (2018-11-22)
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