Provision of a Webchat Platform to the Passport Service

Department of Foreign Affairs and Trade/An Roinn Gnóthaí Eachtracha agus Trádála

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:

Who? What? Where?
Procurement history
Date Document
2019-10-04 Contract notice
2020-03-13 Contract award notice
Contract notice (2019-10-04)
Object
Scope of the procurement
Title: 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 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.
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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: Communication and multimedia software package 📦
Additional CPV: Communication software package 📦
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: Ministry or any other national or federal authority
Awarding authority name: Department of Foreign Affairs and Trade/An Roinn Gnóthaí Eachtracha agus Trádála
Postal address: 80 St Stephen's Green
Postal town: Dublin
Contact
Internet address: http://www.dfa.ie 🌏
E-mail: dubheasa.kennedy@dfa.ie 📧
Phone: +353 14082333 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=154930&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=154930&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2019-10-04 📅
Submission deadline: 2019-11-04 📅
Publication date: 2019-10-08 📅
Identifiers
Notice number: 2019/S 194-471825
OJ-S issue: 194

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 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.
Estimated total value: 330 000 EUR 💰
Estimated value excluding VAT: 330 000 EUR 💰
Duration: 36 months
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.
Place of performance
Main site or place of performance: Dublin 2

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Please review the RFT.
Contract execution
Contract performance conditions: Please review the RFT.

Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 17:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 6 months
Tender opening date: 2019-11-04 📅
Tender opening time: 17:00

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Dubheasa Kennedy
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/246 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=154930&B=ETENDERS_SIMPLE 🌏

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)
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 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.
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Total value of the procurement: 330 000 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Contracting authority
Contact
E-mail: consultant.tenders@dfa.ie 📧

Reference
Dates
Date dispatched: 2020-03-13 📅
Publication date: 2020-03-18 📅
Identifiers
Notice number: 2020/S 055-130775
Refers to notice: 2019/S 194-471825
OJ-S issue: 55

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 comprise:
A cloud based webchat solution for the customer service hub within the passport service.
— 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.
— to deliver a webchat solution which enables the recording, tracking, and reporting of customer queries;
Place of performance
Main site or place of performance: Dublin 2.

Procedure
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

Award of contract
Date of contract conclusion: 2020-02-19 📅
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 📧
Total value of the procurement: 330 000 EUR 💰
Information about tenders
Number of tenders received: 5

Complementary information
Review body
Postal town: Dublin 7
Source: OJS 2020/S 055-130775 (2020-03-13)
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