Provision of Customer Contact Management Services

Commission for Regulation of Utilities

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:

Who? What? Where?
Procurement history
Date Document
2020-08-20 Contract notice
2021-01-19 Contract award notice
Contract notice (2020-08-20)
Object
Scope of the procurement
Title: Customer-care services
Reference number: 011-03-419
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
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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Customer-care services 📦
Additional CPV: Customer services 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

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

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Awarding authority name: Commission for Regulation of Utilities
Postal address: The Grain House, The Exchange, Belgard Square North, Tallaght
Postal code: D24 PXW0
Postal town: Dublin 24
Contact
Internet address: http://www.cru.ie 🌏
E-mail: kholohan@cru.ie 📧
Phone: +353 14000800 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172405&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172405&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2020-08-20 📅
Submission deadline: 2020-09-21 📅
Publication date: 2020-08-25 📅
Identifiers
Notice number: 2020/S 164-398958
OJ-S issue: 164
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.

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 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.
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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
Estimated total value: 500 000 EUR 💰
Short description:
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.
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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.
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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.
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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.
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Estimated value excluding VAT: 500 000 EUR 💰
Duration: 24 months
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
Suitability to pursue the professional activity:
As stated in procurement documents available to download from www.etenders.gov.ie using RFT ID174775.
Economic and financial standing:
As stated in procurement documents available to download from www.etenders.gov.ie using RFT ID174775.
Technical and professional ability:
As stated in procurement documents available to download from www.etenders.gov.ie using RFT ID174775.

Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2020-09-21 📅
Tender opening time: 12:00

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Katarina Holohan
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1232 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172405&B=ETENDERS_SIMPLE 🌏

Complementary information
Review body
Name: The High Court
Postal address: Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Internet address: 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 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
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Total value of the procurement: 500 000 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2021-01-19 📅
Publication date: 2021-01-22 📅
Identifiers
Notice number: 2021/S 015-033596
Refers to notice: 2020/S 164-398958
OJ-S issue: 15

Object
Scope of the procurement
Short description:
A detailed specification of requirements is set out in the Request for Tender document available to download from www.etenders.gov.ie
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.
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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
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 %

Award of contract
Date of contract conclusion: 2020-12-01 📅
Name: ARI Services Europe Ltd (ARISE)
National registration number: 6335249L
Postal address: Raheen Business Park
Postal town: Limerick
Country: Ireland 🇮🇪
Phone: +353 61492905 📞
Total value of the procurement: 500 000 EUR 💰
Information about tenders
Number of tenders received: 2
Source: OJS 2021/S 015-033596 (2021-01-19)
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