The provision of expert consultancy to DEASP to support the design, structure and processes for new and existing customer contact centres within DEASP, with a view to delivering measureable improvements in the quality of the customer experience provided by DEASP.
Deadline
The time limit for receipt of tenders was 2020-02-14.
The procurement was published on 2020-01-13.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“The Provision of Consultancy to Support the Planning, Design and Configuration of a New Pilot Customer Contact Centre and Related Consultancy Supports”
Products/services: Call centre📦
Short description:
“The provision of expert consultancy to DEASP to support the design, structure and processes for new and existing customer contact centres within DEASP, with...”
Short description
The provision of expert consultancy to DEASP to support the design, structure and processes for new and existing customer contact centres within DEASP, with a view to delivering measureable improvements in the quality of the customer experience provided by DEASP.
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Estimated value excluding VAT: EUR 360 000 💰
The provision of expert consultancy to DEASP to support the design, structure and processes for new and existing customer contact centres within DEASP, with a view to delivering measureable improvements in the quality of the customer experience provided by DEASP.
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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 120 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 24
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals:
“The contracting authority reserves the right to extend the term for a period or periods of up to 1 year with a maximum of 2 such extension or extensions on...”
Description of renewals
The contracting authority reserves the right to extend the term for a period or periods of up to 1 year with a maximum of 2 such extension or extensions on the same terms and conditions, subject to the contracting authority’s obligations at law.
Legal, economic, financial and technical information Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2020-02-14
15:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
The time frame below is expressed in number of months.
Minimum time frame during which the tenderer must maintain the tender: 12
Conditions for opening of tenders: 2020-02-14
15:00 📅
Conditions for opening of tenders (place): Online Tender Box
Complementary information Review body
Name: High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Source: OJS 2020/S 010-019615 (2020-01-13)
Additional information (2020-02-10) Contracting authority Name and addresses
Contact person: Thomas Gray
E-mail: thomas.gray@welfare.ie📧
Complementary information Original notice reference
Notice number in the OJ S: 2020/S 010-019615
Changes Text to be corrected in the original notice
Section number: IV.2.2)
Place of text to be modified: Time limit for receipt of tenders or requests to participate
Old value
Date: 2020-02-14 📅
Time: 15:00
New value
Date: 2020-02-21 📅
Time: 15:00
Text to be corrected in the original notice
Section number: IV.2.7)
Place of text to be modified: Conditions for opening of tenders
Old value
Date: 2020-02-14 📅
Time: 15:00
New value
Date: 2020-02-21 📅
Time: 15:00
Source: OJS 2020/S 031-073271 (2020-02-10)
Object Scope of the procurement
Title:
“The provision of Consultancy to Support the Planning, Design and Configuration of a New Pilot Customer Contact Centre and Related Consultancy Supports”
Total value of the procurement (excluding VAT): EUR 120 000 💰
Award criteria
Quality criterion (name):
“Quality, comprehensiveness and suitability of the proposed approach and methodology to delivering the service requirements”
Quality criterion (weighting): 350
Quality criterion (name): Composition and quality of proposed team
Quality criterion (weighting): 250
Price (weighting): 400
Procedure Administrative information
Previous publication concerning this procedure: 2020/S 010-019615
Award of contract
1️⃣
Contract Number: 1
Title:
“The provision of Consultancy to Support the Planning, Design and Configuration of a New Pilot Customer Contact Centre and Related Consultancy Supports”
Date of conclusion of the contract: 2020-11-13 📅
Information about tenders
Number of tenders received: 6
Number of tenders received by electronic means: 6
Name and address of the contractor
Name: BearingPoint Ireland
National registration number: IE 9761673F
Postal address: Montague House, Adelaide Road
Postal town: Dublin 2
Country: Ireland 🇮🇪
Phone: +353 14181176📞
E-mail: andrew.montgomery@bearingpoint.com📧
Fax: +353 14181500 📠
Region: Éire/Ireland🏙️
URL: http://www.bearingpoint.com🌏
The contractor is an SME
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 120 000 💰
Contract award notice (2022-08-17) Contracting authority Name and addresses
Name: Department of Social Protection
Contact person: Alan McGettigan
E-mail: alan.mcgettigan@welfare.ie📧
Object Scope of the procurement
Title:
“The provision of Consultancy to support the planning, design and configuration of a new Pilot Customer Contact Centre and related Consultancy Supports”
Total value of the procurement (excluding VAT): EUR 360 000 💰
Procedure Administrative information
Previous publication concerning this procedure: 2020/S 232-572435
Award of contract
Title:
“The provision of Consultancy to support the planning, design and configuration of a new pilot customer contact centre and related consultancy supports”
Date of conclusion of the contract: 2020-07-30 📅
Name and address of the contractor
Postal address: Montague House
Postal code: Adelaide Road
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 360 000 💰
Complementary information Additional information
“This Form is to correct the incorrect start date and overall value entered on Award Form 2020/S 232-572435 on 28/11/2020.”
Source: OJS 2022/S 160-457185 (2022-08-17)