Request for Tender for Services Required for Contact Centre for External Services
ITSLIGO
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.
The time limit for receipt of tenders was 2019-02-18. The procurement was published on 2019-01-16.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who?- • ITSLIGO
- • Computer-related management services › Document management services
- • General public services › Administrative services for business operations
- • Scanning and invoicing services › Scanning services
- • Telephone-answering services › Call centre
Procurement history
| Date | Document |
|---|---|
| 2019-01-16 | Contract notice |
| 2019-04-11 | Contract award notice |
Contract notice (2019-01-16)
Object
Scope of the procurement
Title: Call centre
Short description:
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Call centre 📦
Additional CPV: Document management services 📦
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: Body governed by public law
Awarding authority name: Itsligo
Postal address: Ash Lane
Postal code: Sligo
Postal town: Sligo
Contact
Internet address: http://www.itsligo.ie 🌏
E-mail: burke.caroline@itsligo.ie 📧
Phone: +353 719137331 📞
Fax: +353 719160934 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=140765&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2019-01-16 📅
Submission deadline: 2019-02-18 📅
Publication date: 2019-01-21 📅
Identifiers
Notice number: 2019/S 014-028837
OJ-S issue: 14
Additional information
Object
Scope of the procurement
Short description:
Estimated total value: 360 000 EUR 💰
Short description:
Estimated value excluding VAT: 360 000 EUR 💰
Duration: 36 months
Description of renewals: This contract is initially for 3 years with option to extend for further 2.
Place of performance
Main site or place of performance: Ireland
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Please refer to RFT.
Economic and financial standing: Please refer to RFT document.
Minimum level(s) of standards: Please refer to RFT document.
Technical and professional ability: Please refer to RFT document
Minimum level(s) of standards: Refer to RFT document.
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2019-02-18 📅
Tender opening time: 14:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Caroline Burke
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/235 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=140765&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: The High Court
Postal address: Inns Quay
Postal town: Dublin
Country: Ireland 🇮🇪
Source: OJS 2019/S 014-028837 (2019-01-16)
Object
Scope of the procurement
Title: 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 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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Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Call centre 📦
Additional CPV: Document management services 📦
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: Body governed by public law
Awarding authority name: Itsligo
Postal address: Ash Lane
Postal code: Sligo
Postal town: Sligo
Contact
Internet address: http://www.itsligo.ie 🌏
E-mail: burke.caroline@itsligo.ie 📧
Phone: +353 719137331 📞
Fax: +353 719160934 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=140765&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2019-01-16 📅
Submission deadline: 2019-02-18 📅
Publication date: 2019-01-21 📅
Identifiers
Notice number: 2019/S 014-028837
OJ-S issue: 14
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 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.
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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 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
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:
— 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
Duration: 36 months
Description of renewals: This contract is initially for 3 years with option to extend for further 2.
Place of performance
Main site or place of performance: Ireland
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Please refer to RFT.
Economic and financial standing: Please refer to RFT document.
Minimum level(s) of standards: Please refer to RFT document.
Technical and professional ability: Please refer to RFT document
Minimum level(s) of standards: Refer to RFT document.
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2019-02-18 📅
Tender opening time: 14:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Caroline Burke
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/235 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=140765&B=ETENDERS_SIMPLE 🌏
Complementary information
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)
Object
Scope of the procurement
Short description:
Total value of the procurement: 653 000 EUR 💰
Notice metadata
Document type: Contract award notice
Regulation: European Union, with participation of GPA countries
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Awarding authority name: It Sligo
Reference
Dates
Date dispatched: 2019-04-11 📅
Publication date: 2019-04-15 📅
Identifiers
Notice number: 2019/S 074-176116
Refers to notice: 2019/S 014-028837
OJ-S issue: 74
Procedure
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 %
Award of contract
Date of contract conclusion: 2019-03-21 📅
Name: Forward Emphasis International
Postal address: Malmar House, Bree
Postal town: Co. Donegal
Country: Ireland 🇮🇪
Total value of the procurement: 653 000 EUR 💰
Information about tenders
Number of tenders received: 2
Source: OJS 2019/S 074-176116 (2019-04-11)
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 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
Notice metadata
Document type: Contract award notice
Regulation: European Union, with participation of GPA countries
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Awarding authority name: It Sligo
Reference
Dates
Date dispatched: 2019-04-11 📅
Publication date: 2019-04-15 📅
Identifiers
Notice number: 2019/S 074-176116
Refers to notice: 2019/S 014-028837
OJ-S issue: 74
Procedure
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 %
Award of contract
Date of contract conclusion: 2019-03-21 📅
Name: Forward Emphasis International
Postal address: Malmar House, Bree
Postal town: Co. Donegal
Country: Ireland 🇮🇪
Total value of the procurement: 653 000 EUR 💰
Information about tenders
Number of tenders received: 2
Source: OJS 2019/S 074-176116 (2019-04-11)
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