The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.
It is proposed that the contract will include the following and any associated and related services:
• customer service
• metering
• billing
• payments
• industry
• priority services register (PSR)
• sales.
It is currently envisaged that the service will be for residential customers.
All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.
Deadline
The time limit for receipt of tenders was 2020-04-22.
The procurement was published on 2020-03-20.
Object Scope of the procurement
Title: Customer Contact Centre Services
SS/CON/5153
Products/services: Call centre📦
Short description:
“The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier...”
Short description
The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.
It is proposed that the contract will include the following and any associated and related services:
• customer service
• metering
• billing
• payments
• industry
• priority services register (PSR)
• sales.
It is currently envisaged that the service will be for residential customers.
All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.
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Estimated value excluding VAT: GBP 4 000 000 💰
1️⃣
Additional products/services: Customer services📦
Additional products/services: Customer-care services📦
Place of performance: Éire/Ireland🏙️
Description of the procurement:
“The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier...”
Description of the procurement
The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.
It is proposed that the contract will include the following, and any associated and related services:
• customer service
• metering
• billing
• payments
• industry
• priority services register (PSR)
• sales.
It is currently envisaged that the service will be for residential customers.
All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.
Show more 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: 36
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:
“Provided that a sufficient number of applicants are qualified to be considered for shortlisting, following application of the procedures set out in section...”
Objective criteria for choosing the limited number of candidates
Provided that a sufficient number of applicants are qualified to be considered for shortlisting, following application of the procedures set out in section A.9 (Evaluation of PQQ responses), it is anticipated that at least the 5 highest-scored applicants for each lot will be shortlisted and invited to proceed to the next stage of the procurement process.
Show more Information about options
Options ✅
Description of options:
“The duration of the framework agreements will be for three(3) years duration with an option, at the discretion of ESB, to extend up to a further 48 months...”
Description of options
The duration of the framework agreements will be for three(3) years duration with an option, at the discretion of ESB, to extend up to a further 48 months in one or more increments.
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions:
“As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167500.” Economic and financial standing
List and brief description of selection criteria:
“As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167500.” Technical and professional ability
List and brief description of selection criteria:
“As stated in procurement qualification questionnaire (Pqq) available to download from www.etenders.gov.ie using RFT ID 167500.” Conditions for participation
List and brief description of rules and criteria:
“As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167500.”
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them: As per tender documents.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
“Where a grouping of services providers express interest in this process, it is a requirement of ESB that one member of the group accepts full contractual...”
Legal form to be taken by the group of economic operators to whom the contract is to be awarded
Where a grouping of services providers express interest in this process, it is a requirement of ESB that one member of the group accepts full contractual responsibility for the delivery of services. Where appropriated the intended contractually responsible member of any grouping or consortium must be identified in responding to this notice.
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: 2020-04-22
12:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Complementary information Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
Additional information
“Interested parties must register their interest on the e-Tenders web site (www.etenders.gov.ie) in order to be included on the mailing list for...”
Interested parties must register their interest on the e-Tenders web site (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 the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting entity will not accept responsibility for information relayed (or not relayed) via third parties.
2) This is the sole call for competition for this service.
3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the framework agreement one or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract under the framework agreement, the contracting entity reserves the right to invite the next highest scoring tenderer to join the framework agreement and/or deliver the contract as appropriate to the circumstances pertaining to the framework.
7) At its absolute discretion, the contracting entity may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time.
8) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words ‘or equivalent’ will always be appended.
9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.
10) At Section II.2.9) we have indicated that 5 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 5 applicants subject to that number qualifying.
Show more Review body
Name: Chief Registrar
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
URL: http://www.courts.ie🌏
Source: OJS 2020/S 060-144617 (2020-03-20)