Emergency Call Centre — Incident Room
Iarnrod Eireann-Irish Rail
Iarnród Éireann IÉ are required under EU and Irish legislation to have in place a safety management system which includes the ability to initiate and operate an emergency call centre (incident room) in the event of a major incident on its network. Iarnród Éireann will require the successful provider to be able to sufficiently staff the emergency centre with fully trained and experienced personnel for the duration of the emergency who will be responsible for providing a dedicated call line which will be used in the provision of information to the public relating to the incident. Trained staff manning the centre must be able to categorise and prioritise calls from — Relatives of travelling passengers, Staff and general public, liaise with emergency services receiving and passing of incident updates and assist distressed callers and communicate information in an effective manner.
DeadlineThe time limit for receipt of tenders was 2020-10-01. The procurement was published on 2020-08-31.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What?- • Business and management consultancy and related services › Crisis management services
- • Telephone-answering services › Call centre
Procurement history
| Date | Document |
|---|---|
| 2020-08-31 | Contract notice |
| 2021-05-17 | Contract award notice |
Contract notice (2020-08-31)
Object
Scope of the procurement
Title: Crisis management services
Reference number: 7569
Short description:
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Crisis management services 📦
Additional CPV: Call centre 📦
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: Iarnród Eireann-Irish Rail
Postal address: Connolly Station
Postal town: Dublin
Contact
Internet address: http://www.irishrail.ie 🌏
E-mail: tommy.conlon@irishrail.ie 📧
Phone: +353 17033539 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172913&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172913&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2020-08-31 📅
Submission deadline: 2020-10-01 📅
Publication date: 2020-09-04 📅
Identifiers
Notice number: 2020/S 172-416725
OJ-S issue: 172
Additional information
Object
Scope of the procurement
Estimated total value: 350 000 EUR 💰
Short description:
Estimated value excluding VAT: 350 000 EUR 💰
Duration: 36 months
Additional information:
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
Technical and professional ability:
Contract execution
Contract performance conditions:
Procedure
Legal basis: 32014L0025
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: IE 4812851 O
Contact
Contact point: Tommy Conlon
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/433 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172913&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: Central Office of the High Court
Postal address: Four Courts
Postal town: Dublin 7
Postal code: D07 N972
Country: Ireland 🇮🇪
Phone: +353 18886511 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Fax: +353 18886125 📠
Internet address: http://www.courts.ie 🌏
Body responsible for mediation procedures
Name: The High Court
Postal town: Dublin
Service from which information about the review procedure may be obtained
Same as: Review body
Source: OJS 2020/S 172-416725 (2020-08-31)
Object
Scope of the procurement
Title: Crisis management services
Reference number: 7569
Short description:
Iarnród Éireann IÉ are required under EU and Irish legislation to have in place a safety management system which includes the ability to initiate and operate an emergency call centre (incident room) in the event of a major incident on its network. Iarnród Éireann will require the successful provider to be able to sufficiently staff the emergency centre with fully trained and experienced personnel for the duration of the emergency who will be responsible for providing a dedicated call line which will be used in the provision of information to the public relating to the incident. Trained staff manning the centre must be able to categorise and prioritise calls from — Relatives of travelling passengers, Staff and general public, liaise with emergency services receiving and passing of incident updates and assist distressed callers and communicate information in an effective manner.
Show more
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Crisis management services 📦
Additional CPV: Call centre 📦
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: Iarnród Eireann-Irish Rail
Postal address: Connolly Station
Postal town: Dublin
Contact
Internet address: http://www.irishrail.ie 🌏
E-mail: tommy.conlon@irishrail.ie 📧
Phone: +353 17033539 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172913&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172913&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2020-08-31 📅
Submission deadline: 2020-10-01 📅
Publication date: 2020-09-04 📅
Identifiers
Notice number: 2020/S 172-416725
OJ-S issue: 172
Additional information
While the value of this contract falls below the threshold for advertising in the OJEU, IÉ have chosen to advertise via the Official Journal of the EU to attract competition.
Object
Scope of the procurement
Estimated total value: 350 000 EUR 💰
Short description:
Iarnród Éireann IÉ are required under EU and Irish legislation to have in place a safety management system which includes the ability to initiate and operate an emergency call centre (incident room) in the event of a major incident on its network. Iarnród Éireann will require the successful provider to be able to sufficiently staff the emergency centre with fully trained and experienced personnel for the duration of the emergency who will be responsible for providing a dedicated call line which will be used in the provision of information to the public relating to the incident. Trained staff manning the centre must be able to categorise and prioritise calls from - Relatives of travelling passengers, staff and general public, liaise with emergency services receiving and passing of incident updates and assist distressed callers and communicate information in an effective manner. While the value of this contract falls below the threshold for advertising in the OJEU, IÉ have chosen to advertise via the Official Journal of the EU to attract competition.
Show more
Duration: 36 months
Additional information:
While the value of this contract falls below the threshold for advertising in the OJEU, IÉ have chosen to advertise via the Official Journal of the EU to attract competition.
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
For full details, please download a copy of the attached pre-qualification questionnaire.
Economic and financial standing:
The economic and financial capacity of the entity must be established to the satisfaction of IE.
Applicants will be invited to complete a questionnaire (attached) which seeks company details; information on similar contracts undertaken with value, dates, locations and contact names for reference, etc; applicants may be requested to provide supporting information such as balance sheets for the past 3 financial years.
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For full details, please download a copy of the attached pre-qualification questionnaire.
The technical competence of the entity, its employees and processes must be established to the satisfaction of IE. Applicants will be invited to complete a questionnaire which seeks company details to establish the entity’s technical capacity.
For full details, please download a copy of the attached pre-qualification questionnaire.
Contract performance conditions:
For full details, please download a copy of the attached pre-qualification questionnaire.
Procedure
Legal basis: 32014L0025
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: IE 4812851 O
Contact
Contact point: Tommy Conlon
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/433 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172913&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: Central Office of the High Court
Postal address: Four Courts
Postal town: Dublin 7
Postal code: D07 N972
Country: Ireland 🇮🇪
Phone: +353 18886511 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Fax: +353 18886125 📠
Internet address: http://www.courts.ie 🌏
Body responsible for mediation procedures
Name: The High Court
Postal town: Dublin
Service from which information about the review procedure may be obtained
Same as: Review body
Source: OJS 2020/S 172-416725 (2020-08-31)
Contract award notice (2021-05-17)
Object
Scope of the procurement
Short description:
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal code: Dublin
Contact
E-mail: lynda.archbold@irishrail.ie 📧
Reference
Dates
Date dispatched: 2021-05-17 📅
Publication date: 2021-05-21 📅
Identifiers
Notice number: 2021/S 098-259608
Refers to notice: 2020/S 172-416725
OJ-S issue: 98
Object
Scope of the procurement
Short description:
Procedure
Award criteria
Quality criterion (name): Quality of the proposed methodology for delivery of services
Quality criterion (weighting): 30
Quality criterion (name): Account management and quality of the relevant experience of the proposed team
Quality criterion (weighting): 20
Cost criterion (name): Total cost for the provision of services
Cost criterion (weighting): 50
Award of contract
Date of contract conclusion: 2021-04-30 📅
Name: Cuttle Consulting Ltd
Postal town: Roscommon
Country: Ireland 🇮🇪
Contracting authority
Contact
Contact point: Lynda Archbold
Source: OJS 2021/S 098-259608 (2021-05-17)
Object
Scope of the procurement
Short description:
Iarnród Éireann IÉ are required under EU and Irish legislation to have in place a safety management system which includes the ability to initiate and operate an Emergency Call Centre (Incident Room) in the event of a major incident on its network. Iarnród Éireann will require the successful provider to be able to sufficiently staff the emergency centre with fully trained and experienced personnel for the duration of the emergency who will be responsible for providing a dedicated call line which will be used in the provision of information to the public relating to the incident. Trained staff manning the centre must be able to categorise and prioritise calls from — relatives of travelling passengers, Staff and general public, liaise with emergency services receiving and passing of incident updates and assist distressed callers and communicate information in an effective manner.
Show more
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal code: Dublin
Contact
E-mail: lynda.archbold@irishrail.ie 📧
Reference
Dates
Date dispatched: 2021-05-17 📅
Publication date: 2021-05-21 📅
Identifiers
Notice number: 2021/S 098-259608
Refers to notice: 2020/S 172-416725
OJ-S issue: 98
Object
Scope of the procurement
Short description:
Iarnród Éireann IÉ are required under EU and Irish legislation to have in place a safety management system which includes the ability to initiate and operate an Emergency Call Centre (Incident Room) in the event of a major incident on its network. Iarnród Éireann will require the successful provider to be able to sufficiently staff the emergency centre with fully trained and experienced personnel for the duration of the emergency who will be responsible for providing a dedicated call line which will be used in the provision of information to the public relating to the incident. Trained staff manning the centre must be able to categorise and prioritise calls from — relatives of travelling passengers, Staff and general public, liaise with emergency services receiving and passing of incident updates and assist distressed callers and communicate information in an effective manner. While the value of this contract falls below the threshold for advertising in the OJEU, IÉ have chosen to advertise via the Official Journal of the EU to attract competition.
Show more
Procedure
Award criteria
Quality criterion (name): Quality of the proposed methodology for delivery of services
Quality criterion (weighting): 30
Quality criterion (name): Account management and quality of the relevant experience of the proposed team
Quality criterion (weighting): 20
Cost criterion (name): Total cost for the provision of services
Cost criterion (weighting): 50
Award of contract
Date of contract conclusion: 2021-04-30 📅
Name: Cuttle Consulting Ltd
Postal town: Roscommon
Country: Ireland 🇮🇪
Contracting authority
Contact
Contact point: Lynda Archbold
Source: OJS 2021/S 098-259608 (2021-05-17)
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