Request for Tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the Services comprise:
A cloud based webchat solution for the Customer Service Hub within the Passport Service.
The goals of this tender are:
— To deliver a webchat Solution which enables the recording, tracking, and reporting of customer queries,
— Enables the development of canned responses for high volume query types, providing consistency in service delivery.
Deadline
The time limit for receipt of tenders was 2019-11-04.
The procurement was published on 2019-10-04.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title: Provision of a Webchat Platform to the Passport Service
Products/services: Communication and multimedia software package📦
Short description:
“Request for Tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the Services...”
Short description
Request for Tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the Services comprise:
A cloud based webchat solution for the Customer Service Hub within the Passport Service.
The goals of this tender are:
— To deliver a webchat Solution which enables the recording, tracking, and reporting of customer queries,
— Enables the development of canned responses for high volume query types, providing consistency in service delivery.
Show more
Estimated value excluding VAT: EUR 330 000 💰
Request for Tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the Services comprise:
A cloud based webchat solution for the Customer Service Hub within the Passport Service.
The goals of this tender are:
— To deliver a webchat Solution which enables the recording, tracking, and reporting of customer queries,
— Enables the development of canned responses for high volume query types, providing consistency in service delivery.
Show more Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Scope of the procurement
Estimated total value excluding VAT: EUR 330 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 36
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals:
“The Contracting Authority reserves the right to extend the Term for a period or periods of up to twelve months with a maximum of 2 such extension or extensions.”
Description of renewals
The Contracting Authority reserves the right to extend the Term for a period or periods of up to twelve months with a maximum of 2 such extension or extensions.
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions: Please review the RFT.
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 related to the contract
Contract performance conditions: Please review the RFT.
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2019-11-04
17:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
The time frame below is expressed in number of months.
Minimum time frame during which the tenderer must maintain the tender: 6
Conditions for opening of tenders: 2019-11-04
17:00 📅
Complementary information Review body
Name: The High Court
Postal address: Four Courts
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie📧
Source: OJS 2019/S 194-471825 (2019-10-04)
Contract award notice (2020-03-13) Contracting authority Name and addresses
E-mail: consultant.tenders@dfa.ie📧
Object Scope of the procurement
Short description:
“Request for tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the services...”
Short description
Request for tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the services comprise:
A cloud based webchat solution for the customer service hub within the passport service.
The goals of this tender are:
— to deliver a webchat Solution which enables the recording, tracking, and reporting of customer queries;
— enables the development of canned responses for high volume query types, providing consistency in service delivery.
Show more
Total value of the procurement (excluding VAT): EUR 330 000 💰
Description
Main site or place of performance: Dublin 2.
Description of the procurement:
“Request for tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the services...”
Description of the procurement
Request for tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the services comprise:
A cloud based webchat solution for the Customer Service Hub within the Passport Service.
The goals of this tender are:
— to deliver a webchat solution which enables the recording, tracking, and reporting of customer queries;
— enables the development of canned responses for high volume query types, providing consistency in service delivery.
Show more Award criteria
Quality criterion (name): Functional requirements
Quality criterion (weighting): 10000
Quality criterion (name): Technical requirements
Quality criterion (weighting): 7500
Quality criterion (name): Support model and approach
Quality criterion (weighting): 5000
Quality criterion (name): Project approach
Quality criterion (weighting): 2500
Quality criterion (name): Chatbot capabilities
Cost criterion (name): Costs
Cost criterion (weighting): 22500
Procedure Administrative information
Previous publication concerning this procedure: 2019/S 194-471825
Award of contract
1️⃣
Contract Number: 1
Title: Provision of a Webchat Platform to the Passport Service
Date of conclusion of the contract: 2020-02-19 📅
Information about tenders
Number of tenders received: 5
Number of tenders received by electronic means: 5
Name and address of the contractor
Name: EdgeTier
National registration number: 549220
Postal address: Block B, Iveagh Court, Harcourt Road
Postal town: Dublin 2
Country: Ireland 🇮🇪
Phone: +353 859124833📞
E-mail: info@edgetier.com📧
Region: Éire/Ireland🏙️
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 330 000 💰
Complementary information Review body
Postal town: Dublin 7
Source: OJS 2020/S 055-130775 (2020-03-13)