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:

• EdgeTier

Who?

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

What?

Where?

• Éire/Ireland

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.”
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
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.”
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
Source: OJS 2020/S 055-130775 (2020-03-13)

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