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:
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...”
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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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
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...”
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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Source: OJS 2020/S 172-415224 (2020-08-31)
Contract award notice (2021-06-10) Object Scope of the procurement
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