Customer Contact Centre Services

Electricity Supply Board (ESB)

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.

Who? What? Where?
Procurement history
Date Document
2020-03-20 Contract notice
Contract notice (2020-03-20)
Object
Scope of the procurement
Title: Call centre
Reference number: SS/CON/5153
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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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: Customer services 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: Electricity Supply Board (ESB)
Postal address: 2 Gateway, East Wall Road
Postal town: Dublin 3
Contact
Internet address: http://www.esb.ie 🌏
E-mail: jason.weldon@esb.ie 📧
Phone: +353 17026424 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=164666&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=164666&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2020-03-20 📅
Submission deadline: 2020-04-22 📅
Publication date: 2020-03-25 📅
Identifiers
Notice number: 2020/S 060-144617
OJ-S issue: 60
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 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.
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Object
Scope of the procurement
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.
Estimated total value: 4 000 000 GBP 💰
Short description:
It is proposed that the contract will include the following, and any associated and related services:
Duration: 36 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
Suitability to pursue the professional activity:
As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167500.
Economic and financial standing:
As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167500.
Technical and professional ability:
As stated in procurement qualification questionnaire (Pqq) available to download from www.etenders.gov.ie using RFT ID 167500.
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.
Contract execution
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 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.
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Procedure
Legal basis: 32014L0025
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 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.
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Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Jason Weldon
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=164666&B=ETENDERS_SIMPLE 🌏

Reference
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 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.
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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.
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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.
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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.
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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.

Complementary information
Review body
Name: Chief Registrar
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: http://www.courts.ie 🌏
Source: OJS 2020/S 060-144617 (2020-03-20)
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