Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland.
Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.
As per PQQ Doc.
Deadline
The time limit for receipt of tenders was 2021-01-29.
The procurement was published on 2020-12-16.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“20/095 — Step 1 — Single Party Framework for the Supply of Contact Centre Services to Gas Networks Ireland
20/095”
Products/services: Call centre📦
Short description:
“Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service....”
Short description
Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland.
Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.
As per PQQ Doc.
1️⃣
Additional products/services: Contact management software package📦
Additional products/services: Contact management software development services📦
Additional products/services: Helpdesk and support services📦
Additional products/services: Helpdesk services📦
Additional products/services: Customer services📦
Additional products/services: Customer survey services📦
Additional products/services: Customer satisfaction survey📦
Additional products/services: Customer-care services📦
Place of performance: Éire/Ireland🏙️
Description of the procurement: As per PQQ Doc.
Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 60
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals: Due for renewal July 2027.
Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
“It is envisaged that five (5) applicants will be invited to tender (provided five applicants submit compliant PQQ Responses that meet the minimum...”
Objective criteria for choosing the limited number of candidates
It is envisaged that five (5) applicants will be invited to tender (provided five applicants submit compliant PQQ Responses that meet the minimum requirements).
If more than one applicant is ranked at fifth place, all the fifth placed applicants will be invited to tender.
Show more Information about options
Options ✅
Description of options: 2 year extension option allowed.
Description
Additional information:
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Additional information
You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the system. Please submit via the eTenders system not later than 12.00 local time on 29 January 2021. Help Guides: www.etenders.gov.ie/system-user-guides
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions:
“Please refer to tender documents available to download from www.etenders.gov.ie only.” 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 for participation
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
“Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal...”
Legal form to be taken by the group of economic operators to whom the contract is to be awarded
Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal form in order to submit a request to participate, but may if the contracting entity considers it necessary to ensure that the contract is carried out to its satisfaction, be required to do so prior to award of the contract.
The contracting entity also reserves the right to contract with each member of the group on the basis of joint and several liability, or with one member of the group as a main contractor with a number of sub-contractors or on any other basis as the contracting entity considers appropriate.
Show more 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
Negotiated procedure with prior call for competition
Information about a framework agreement or a dynamic purchasing system
Framework agreement with a single operator
Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
Administrative information
Time limit for receipt of tenders or requests to participate: 2021-01-29
12:00 📅
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: 12
Complementary information Information about recurrence
This is a recurrent procurement ✅ Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
Review body
Name: The High Court
Postal address: The Four Courts
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
E-mail: highcourtcentraloffice@courts.ie📧
URL: http://www.courts.ie🌏 Review procedure
Precise information on deadline(s) for review procedures:
“Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and...”
Precise information on deadline(s) for review procedures
Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and in particular Regulation 7 and 10(2)).
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Source: OJS 2020/S 248-618770 (2020-12-16)
Contract award notice (2023-01-05) Contracting authority Name and addresses
Name: Gas Networks Ireland
Postal address: Gasworks Road
Postal code: Cork
E-mail: tenders@gasnetworks.ie📧
URL: http://www.gasnetworks.ie🌏
Object Scope of the procurement
Title:
“20/095 - Step 1 - Single Party Framework for the Supply of Contact Centre Services to Gas Networks Ireland
20/095”
Short description:
“Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service....”
Short description
Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland.
Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.
As per PQQ Doc
Show more Description
Description of the procurement: As per PQQ Doc
Information about options
Description of options: 2 year extension option allowed
Description
Additional information:
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Additional information
You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the system. Please submit via the eTenders system not later than 12:00hrs local time on 29/01/21. Help Guides: www.etenders.gov.ie/system-user-guides
Procedure Information about framework agreement
The procurement involves the establishment of a framework agreement
Administrative information
Previous publication concerning this procedure: 2020/S 248-618770
Award of contract
1️⃣
Contract Number: 1
Title: 20/095 - Provision of Contact Centre Services to GNI
Date of conclusion of the contract: 2022-08-08 📅
Information about tenders
Number of tenders received: 2
Name and address of the contractor
Name: Fexco Limited
Postal address: Fexco Centre, Iveragh Road, Killorglin, Co. Kerry
Postal town: Killorglin
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 16 800 000 💰
Complementary information Review body
Postal town: Dublin
Postal code: 7
Review procedure
Precise information on deadline(s) for review procedures:
“Precise information on deadline(s) for review procedures:
Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by...”
Precise information on deadline(s) for review procedures
Precise information on deadline(s) for review procedures:
Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and in particular Regulation 7 and 10(2)).
Show more
Source: OJS 2023/S 007-015116 (2023-01-05)