The Provision of Contact Management Services to the Central Bank of Ireland

Central Bank of Ireland

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:

Who? What? Where?
Procurement history
Date Document
2020-08-31 Contract notice
2021-06-10 Contract award notice
Contract notice (2020-08-31)
Object
Scope of the procurement
Title: Customer-care services
Reference number: 2019P073
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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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: Dublin 🏙️

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: Central Bank of Ireland
Postal address: PO Box 559, New Wapping Street
Postal town: Dublin 1
Contact
Internet address: http://www.centralbank.ie 🌏
E-mail: tenders@centralbank.ie 📧
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172666&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172666&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2020-08-31 📅
Submission deadline: 2020-10-05 📅
Publication date: 2020-09-04 📅
Identifiers
Notice number: 2020/S 172-415224
Refers to notice: 2019/S 110-268669
OJ-S issue: 172
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 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.
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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 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.
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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 total value: 2 500 000 EUR 💰
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.
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A detailed specification of requirements is set out in the tender documents available to download from www.etenders.gov.ie RFT ID 175024.
Estimated value excluding VAT: 2 500 000 EUR 💰
Duration: 24 months
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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Description of options: See II.2.7) regarding options to extend the contract.
Place of performance
Main site or place of performance: Dublin.

Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months
Tender opening date: 2020-10-05 📅
Tender opening time: 12:00

Contracting authority
Identity
National registration number: N/a
Contact
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/329 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172666&B=ETENDERS_SIMPLE 🌏

Reference
Additional information
Estimated timing for further notices: On completion of the contract awarded under this tender competition.
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.
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Tenderers should return the Appendices separately as part of their tender response.

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 🌏
Information about review deadlines:
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)
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 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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Total value of the procurement: 1 277 410 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Contracting authority
Identity
Postal address: PO Box 559
Postal code: New Wapping Street

Reference
Dates
Date dispatched: 2021-06-10 📅
Publication date: 2021-06-15 📅
Identifiers
Notice number: 2021/S 114-300182
Refers to notice: 2020/S 172-415224
OJ-S issue: 114

Object
Scope of the procurement
Short description:
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
A detailed specification of requirements is set out in the tender documents available to download from www.etenders.gov.ie RFT ID 175024

Procedure
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

Award of contract
Date of contract conclusion: 2021-05-19 📅
Name: Forward Emphasis International Ltd
Postal address: Malmar House, Bree, Malin Head
Postal town: Donegal
Country: Ireland 🇮🇪
Total value of the procurement: 1 277 410 EUR 💰
Information about tenders
Number of tenders received: 2

Contracting authority
Contact
Contact point: Geraldine Sherlock
Source: OJS 2021/S 114-300182 (2021-06-10)
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