Irish Water Billing Services Customer Case Management and Legal Services

Irish Water

Lot 1 will include but not be limited to the following high level services:
Deskside case management.
— validation of accounts and cleansing of account information in terms of current and previous ownership, current and previous occupancy, trading status, current and previous occupier contact details,
— account history review, metering, cases, complaints and escalations,
— engagement by phone:
—— confirm account holder, owner, occupier, tenancy arrangements, move in/out details,
—— collate and log detailed information on issues,
—— secure and process payment, agree and process payment plan.
— escalate high priority issues to the contracting entity,
— escalate accounts for direct customer engagement when all deskside activities have been exhausted,
— update the contracting entity’s central systems with information collated and actions taken during the case investigation
please refer to PQQ doc.

Deadline

The time limit for receipt of tenders was 2019-09-17. The procurement was published on 2019-08-15.

Suppliers

The following suppliers are mentioned in award decisions or other procurement documents:

Who?

• Irish Water

What?

Where?

• Éire/Ireland

Procurement history

Date	Document
2019-08-15	Contract notice
2020-07-24	Contract award notice

Contract notice (2019-08-15)
Object
Scope of the procurement
Title: Collection agency services
Reference number: 19/139
Short description:

Lot 1 will include but not be limited to the following high level services: Deskside case management. — validation of accounts and cleansing of account...

Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Collection agency services 📦
Additional CPV: Legal services 📦
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, PO Box 900, Webworks, Eglinton Street, Ervia, Co.Cork
Postal town: Cork
Contact
Internet address: http://www.ervia.ie 🌏
E-mail: tenders@ervia.ie 📧
Phone: +353 214239291 📞
URL for documents: http://www.etenders.gov.ie 🌏
URL for participation: http://www.etenders.gov.ie 🌏

Reference
Dates
Date dispatched: 2019-08-15 📅
Submission deadline: 2019-09-17 📅
Publication date: 2019-08-20 📅
Identifiers
Notice number: 2019/S 159-393520
OJ-S issue: 159
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...

Object
Scope of the procurement
Short description: Lot 1 will include but not be limited to the following high level services:
Deskside case management.

Show more (10)

— validation of accounts and cleansing of account information in terms of current and previous ownership, current and previous occupancy, trading status,...

— account history review, metering, cases, complaints and escalations,
— engagement by phone:

—— confirm account holder, owner, occupier, tenancy arrangements, move in/out details,

—— collate and log detailed information on issues,
—— secure and process payment, agree and process payment plan.
— escalate high priority issues to the contracting entity,

— escalate accounts for direct customer engagement when all deskside activities have been exhausted,

— update the contracting entity’s central systems with information collated and actions taken during the case investigation

please refer to PQQ doc.

Title of the lot: Case Management Services
Lot number: 1
Short description: Deskside case management
— account history review, metering, cases, complaints and escalations.

Show more (1)

Please refer to PQQ Doc.

Duration: 36 months
Description of renewals: Up to a period of 2 years.
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...

Title of the lot: Legal Services
Lot number: 2
Short description: Lot 2 will include but not be limited to the following:
High level services:

Show more (3)

Legal debt collections
— legal demand letters,

— legal collections calls including collection and processing of payments, payment.

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

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...

Contract performance conditions:

Lot 2 candidates but be in the legal profession, Lot 1 does not have this restriction.

Procedure
Legal basis: 32014L0025
Envisaged number of candidates: 5
Number of participants to be contemplated: 4
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Irish 🗣️
Tender validity period: 6 months

Contracting authority
Identity
National registration number: IE3191327JH
Contact
Contact point: Tender Admin
Internet address: www.ervia.ie 🌏
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 🌏

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...

Source: OJS 2019/S 159-393520 (2019-08-15)

Contract award notice (2020-07-24)
Object
Scope of the procurement
Short description:

Lot 1 will include but not be limited to the following high level services: Deskside case management • validation of accounts and cleansing of account...

Notice metadata
Document type: Contract award notice
Regulation: European Union, with participation of GPA countries

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
Contact
Phone: +353 214239065 📞

Reference
Dates
Date dispatched: 2020-07-24 📅
Publication date: 2020-07-28 📅
Identifiers
Notice number: 2020/S 144-355806
Refers to notice: 2019/S 159-393520
OJ-S issue: 144
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...

Object
Scope of the procurement
Short description:

• validation of accounts and cleansing of account information in terms of current and previous ownership, current and previous occupancy, trading status,...

• account history review, metering, cases, complaints and escalations;

Show more (9)

• engagement by phone

— confirm account holder, owner, occupier, tenancy arrangements, move in/out details,

— collate and log detailed information on issues,
— secure and process payment, agree and process payment plan.
• escalate high priority issues to the contracting entity;

• escalate accounts for direct customer engagement when all deskside activities have been exhausted;

• update the contracting entity’s central systems with information collated and actions taken during the case investigation

Lot 1 will include but not be limited to the following
• account history review, metering, cases, complaints and escalations.

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...

Short description: Lot 2 will include but not be limited to the following high level services:
• legal demand letters

Show more (1)

• legal collections calls including collection and processing of payments, payment.

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...

Place of performance
Main site or place of performance: Dublin

Award of contract
Date of contract conclusion: 2020-07-01 📅
Name: Credit Management Outsource Solutions (CMOS)
Postal town: Dublin 17
Country: Ireland 🇮🇪
Name: Hugh J Ward and Company Solicitors
Postal town: Ireland
Name: Pierse Fitzgibbon Solicitors
Postal town: Kerry
Name: Denis I Finn Solicitors
Postal town: Dublin
Information about tenders
Number of tenders received: 6

Complementary information
Review body
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...

Source: OJS 2020/S 144-355806 (2020-07-24)

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