IT Sligo aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of:
— student recruitment,
— application and registration enquiries and workflows and payment of associated fees as relevant and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as “chatbots”, etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
Deadline
The time limit for receipt of tenders was 2019-02-18.
The procurement was published on 2019-01-16.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“Request for Tender for Services Required for Contact Centre for External Services”
Products/services: Call centre📦
Short description:
“IT Sligo aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and...”
Short description
IT Sligo aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of:
— student recruitment,
— application and registration enquiries and workflows and payment of associated fees as relevant and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as “chatbots”, etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
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Estimated value excluding VAT: EUR 360 000 💰
1️⃣
Additional products/services: Document management services📦
Additional products/services: Administrative services for business operations📦
Additional products/services: Scanning services📦
Place of performance: Éire/Ireland🏙️
Main site or place of performance: Ireland
Description of the procurement:
“IT SLIGO aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and...”
Description of the procurement
IT SLIGO aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of:
— student recruitment,
— application and registration enquiries and workflows, and payment of associated fees as relevant, and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as “chatbots”, etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
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 360 000 💰
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: This contract is initially for 3 years with option to extend for further 2.
Information about variants
Variants will be accepted ✅
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions: Please refer to RFT.
Economic and financial standing
List and brief description of selection criteria: Please refer to RFT document.
Conditions for participation
Please refer to RFT document.
Technical and professional ability
List and brief description of selection criteria: Please refer to RFT document
Conditions for participation
Conditions for participation (technical and professional ability): Refer to RFT document.
Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2019-02-18
12:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Conditions for opening of tenders: 2019-02-18
14:00 📅
Complementary information Information about recurrence
This is a recurrent procurement ✅ Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
Additional information
“Interested parties must register their interest on www.etenders.gov.ie in order to be included on the mailing list for clarifications. All information...”
Interested parties must register their interest on 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 this website, registration for which is free of charge. IT Sligo will not accept responsibility for information relayed (or not relayed) via third parties.
Show more Review body
Name: The High Court
Postal address: Inns Quay
Postal town: Dublin
Country: Ireland 🇮🇪
Source: OJS 2019/S 014-028837 (2019-01-16)
Contract award notice (2019-04-11) Contracting authority Name and addresses
Name: It Sligo
Object Scope of the procurement
Short description:
“It Sligo aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and...”
Short description
It Sligo aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of student recruitment, application and registration enquiries and workflows and payment of associated fees as relevant and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as “chatbots”, etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
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Total value of the procurement (excluding VAT): EUR 653 000 💰
Description
Description of the procurement:
“It Sligo aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and...”
Description of the procurement
It Sligo aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of student recruitment, application and registration enquiries and workflows and payment of associated fees as relevant and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as “chatbots”, etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
Show more Award criteria
Cost criterion (name): Fitness for purpose of the proposed solution
Cost criterion (weighting): 40 %
Cost criterion (name): Overall technical merit of the human resources proposed
Cost criterion (weighting): 20 %
Cost criterion (name): Reliability and continuity of supply
Cost criterion (weighting): 10 %
Cost criterion (name): Ultimate cost
Cost criterion (weighting): 30 %
Procedure Administrative information
Previous publication concerning this procedure: 2019/S 014-028837
Award of contract
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Title: Contact Centre for External Services
Date of conclusion of the contract: 2019-03-21 📅
Information about tenders
Number of tenders received: 2
Name and address of the contractor
Name: Forward Emphasis International
Postal address: Malmar House, Bree
Postal town: Co. Donegal
Country: Ireland 🇮🇪
Region: Éire/Ireland🏙️
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 653 000 💰
Source: OJS 2019/S 074-176116 (2019-04-11)