The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (‘RFSP’) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (‘the CMS Team’) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a Contact Management Solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the tenderer’s case management and call centre telephony systems to deliver the service.
Deadline
The time limit for receipt of tenders was 2020-10-05.
The procurement was published on 2020-08-31.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“The Provision of Contact Management Services to the Central Bank of Ireland
2019P073”
Products/services: Customer-care services📦
Short description:
“The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to...”
Short description
The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (‘RFSP’) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (‘the CMS Team’) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a Contact Management Solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the tenderer’s case management and call centre telephony systems to deliver the service.
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Estimated value excluding VAT: EUR 2 500 000 💰
1️⃣
Additional products/services: Customer services📦
Additional products/services: Call centre📦
Place of performance: Dublin🏙️
Main site or place of performance: Dublin.
Description of the procurement:
“The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to...”
Description of the procurement
The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (‘RFSP’) and members of the public and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (‘the CMS Team’) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a Contact Management Solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the tenderer’s case management and call centre telephony systems to deliver the service.
A detailed specification of requirements is set out in the tender documents available to download from www.etenders.gov.ie RFT ID 175024.
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 2 500 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 24
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals:
“The Central Bank may extend the duration on a number of occasions on the same terms and conditions for a period or periods of up to twelve (12) months, with...”
Description of renewals
The Central Bank may extend the duration on a number of occasions on the same terms and conditions for a period or periods of up to twelve (12) months, with a maximum total addition of thirty six (36) months (such that the total maximum possible term of the contract is 60 months).
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Options ✅
Description of options: See II.2.7) regarding options to extend the contract.
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
Previous publication concerning this procedure: 2019/S 110-268669
Time limit for receipt of tenders or requests to participate: 2020-10-05
12:00 📅
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: 2020-10-05
12:00 📅
Complementary information Information about recurrence
This is a recurrent procurement ✅
Estimated timing for further notices to be published: On completion of the contract awarded under this tender competition.
Additional information
“Tenderers are advised to review the requirements in the ITT document and each of Appendices 1C — 1F, all of which are provided as separate...”
Tenderers are advised to review the requirements in the ITT document and each of Appendices 1C — 1F, all of which are provided as separate documents/workbooks on www.eTenders.gov.ie (RFT ID 175024). These documents will form the basis of the tenderers response. Tenderers must also address data protection requirements, as further described in Appendix 1B. Where requirements are technical in nature tenderers are advised that technical personnel input into the responses.
Tenderers should return the Appendices separately as part of their tender response.
Show more 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🌏 Review procedure
Precise information on deadline(s) for review procedures:
“As set out at section 7 of the European Communities (Public Authorities’ Contracts) (Review Procedures) Regulations SI 130/2010, as amended.”
Source: OJS 2020/S 172-415224 (2020-08-31)
Contract award notice (2021-06-10) Contracting authority Name and addresses
Postal address: PO Box 559
Postal code: New Wapping Street
Contact person: Geraldine Sherlock
Object Scope of the procurement
Short description:
“The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to...”
Short description
The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (‘RFSP’) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (‘the CMS Team’) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a contact management solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the tenderer’s case management and call centre telephony systems to deliver the service.
Show more
Total value of the procurement (excluding VAT): EUR 1 277 410 💰
Description
Description of the procurement:
“The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to...”
Description of the procurement
The Regulatory Transactions Division (‘RTD’) of the Central Bank oversees a Contact Management Solution (‘CMS’) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (‘RFSP’) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (‘the CMS Team’) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a contact management solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the tenderer’s case management and call centre telephony systems to deliver the service.
A detailed specification of requirements is set out in the tender documents available to download from www.etenders.gov.ie RFT ID 175024
Show more Award criteria
Quality criterion (name): Solution — functionality
Quality criterion (weighting): 700
Quality criterion (name): Solution — technology
Quality criterion (weighting): 1500
Quality criterion (name): Solution — service design and implementation
Quality criterion (weighting): 800
Quality criterion (name): Service operations
Quality criterion (weighting): 4000
Cost criterion (name): Price
Cost criterion (weighting): 3000
Procedure Administrative information
Previous publication concerning this procedure: 2020/S 172-415224
Award of contract
1️⃣
Contract Number: 1
Title: The provision of Contact Management Services to the Central Bank of Ireland
Date of conclusion of the contract: 2021-05-19 📅
Information about tenders
Number of tenders received: 2
Name and address of the contractor
Name: Forward Emphasis International Ltd
Postal address: Malmar House, Bree, Malin Head
Postal town: Donegal
Country: Ireland 🇮🇪
Region: Éire/Ireland🏙️
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 1 277 410 💰
Source: OJS 2021/S 114-300182 (2021-06-10)