The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to regulate water, energy and energy safety in the public interest. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Further information on the CRU’s role and relevant legislation can be found on the CRU’s website at www.cru.ie
A detailed specification of requirements is set out in the request for tender document available to download from www.etenders.gov.ie
Deadline
The time limit for receipt of tenders was 2020-09-21.
The procurement was published on 2020-08-20.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title: Provision of Customer Contact Management Services
011-03-419
Products/services: Customer-care services📦
Short description:
“The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer...”
Short description
The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to regulate water, energy and energy safety in the public interest. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Further information on the CRU’s role and relevant legislation can be found on the CRU’s website at www.cru.ie
A detailed specification of requirements is set out in the request for tender document available to download from www.etenders.gov.ie
Show more
Estimated value excluding VAT: EUR 500 000 💰
1️⃣
Additional products/services: Customer services📦
Additional products/services: Call centre📦
Place of performance: Éire/Ireland🏙️
Description of the procurement:
“The CRU is Ireland’s independent energy and water regulator. The CRU was originally established as the Commission for Electricity Regulation in 1999. The...”
Description of the procurement
The CRU is Ireland’s independent energy and water regulator. The CRU was originally established as the Commission for Electricity Regulation in 1999. The powers and function of the CRU have expanded over time and the organisation is now known as the CRU to better reflect our role.
The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water.
The CRU’s mission is to protect the public interest in water, energy and energy safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Under the European Communities (Internal Market in Electricity and Gas) (Consumer Protection) Regulations 2011 (SI 463 of 2011) and the Water Services Act 2014, the CRU has a statutory duty to provide a single point of contact for all energy and water related customer queries/information requests, and to provide a dispute resolution/complaint service for any customer with an unresolved complaint against an energy supplier, energy network operator or Irish Water. The CRU’s Customer Care Team (‘CCT’) is the team that fulfils this role and assists household and small business customers who have questions or complaints in relation to energy or water utilities. The team at all times strives to provide customers with helpful and accurate information.
The CCT also has an important role in gathering information from customers about their experiences with energy suppliers, network operators and Irish Water. The CCT use this valuable information to provide feedback to the relevant divisions within the CRU; this helps CRU to feed the customers’ views into the development of policies that address the issues raised by customers and improves customer protection.
Show more Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Scope of the procurement
Estimated total value excluding VAT: EUR 500 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 24
Additional information:
“Please consult the associated documentation which contains full instructions regarding this submission of tenders and is available to download on...”
Additional information
Please consult the associated documentation which contains full instructions regarding this submission of tenders and is available to download on www.etenders.gov.ie using RFT ID174775.
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions:
“As stated in procurement documents available to download from www.etenders.gov.ie using RFT ID174775.” Economic and financial standing
List and brief description of selection criteria:
“As stated in procurement documents available to download from www.etenders.gov.ie using RFT ID174775.” Technical and professional ability
List and brief description of selection criteria:
“As stated in procurement documents available to download from www.etenders.gov.ie using RFT ID174775.”
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2020-09-21
12:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Conditions for opening of tenders: 2020-09-21
12:00 📅
Complementary information Review body
Name: The High Court
Postal address: Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie📧
URL: www.courts.ie🌏
Source: OJS 2020/S 164-398958 (2020-08-20)
Contract award notice (2021-01-19)
Object Scope of the procurement
Short description:
“The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer...”
Short description
The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to regulate water, energy and energy safety in the public interest. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Further information on the CRU’s role and relevant legislation can be found on the CRU’s website at www.cru.ie
A detailed specification of requirements is set out in the Request for Tender document available to download from www.etenders.gov.ie
Show more
Currency code: EUR 💰
Total value of the procurement (excluding VAT) (lowest offer): 319142.00
Total value of the procurement (excluding VAT) (highest offer): 421185.00
Description
Description of the procurement:
“The CRU is Ireland’s independent energy and water regulator. The CRU was originally established as the Commission for Electricity Regulation in 1999. The...”
Description of the procurement
The CRU is Ireland’s independent energy and water regulator. The CRU was originally established as the Commission for Electricity Regulation in 1999. The powers and function of the CRU have expanded over time and the organisation is now known as the CRU to better reflect our role.
The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water.
The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Under the European Communities (Internal Market in Electricity and Gas) (Consumer Protection) Regulations 2011 (SI 463 of 2011) and the Water Services Act 2014, the CRU has a statutory duty to provide a single point of contact for all energy and water related customer queries/information requests, and to provide a dispute resolution/complaint service for any customer with an unresolved complaint against an energy supplier, energy network operator or Irish Water. The CRU’s Customer Care Team (‘CCT’) is the team that fulfils this role and assists household and small business customers who have questions or complaints in relation to energy or water utilities. The team at all times strives to provide customers with helpful and accurate information.
The CCT also has an important role in gathering information from customers about their experiences with energy suppliers, network operators and Irish Water. The CCT use this valuable information to provide feedback to the relevant divisions within the CRU; this helps CRU to feed the customers’ views into the development of policies that address the issues raised by customers and improves customer protection.
Show more Award criteria
Quality criterion (name): Quality of approach to service delivery methodology
Quality criterion (weighting): 60 %
Quality criterion (name): Technical merit
Quality criterion (weighting): 10 %
Price (weighting): 30 %
Information about options
Options ✅
Description of options:
“The contract will be awarded for a term of twenty-four (24) months with the option to extend for a further twelve (12) month period with a maximum of two...”
Description of options
The contract will be awarded for a term of twenty-four (24) months with the option to extend for a further twelve (12) month period with a maximum of two (2) such extension.
Procedure Administrative information
Previous publication concerning this procedure: 2020/S 164-398958
Award of contract
1️⃣
Contract Number: 1
Title: Provision of Customer Contact Management Services
Date of conclusion of the contract: 2020-12-01 📅
Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from other EU Member States: 2
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 2
Name and address of the contractor
Name: ARI Services Europe Ltd (ARISE)
National registration number: 6335249L
Postal address: Raheen Business Park
Postal town: Limerick
Country: Ireland 🇮🇪
Phone: +353 61492905📞
Region: Éire/Ireland🏙️
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 500 000 💰
Source: OJS 2021/S 015-033596 (2021-01-19)