The OGCIO requires a service provider to deliver a team of initially 12 on-site experienced and quality focused ICT service desk resources, (with the skills as outlined in section 3.2) for the OGCIO ICT service desk. This team, will log, capture, resolve and manage service desk issues and requests from customers using the OGCIO’s services responding to a wide range of ICT-related queries from users across the Public Service, by email, telephone and online from the Department’s offices or via remote access. The ICT support service works to the IT service management standard ITIL and staff must be able to work in this environment as well as involved in a range of critically required proactive support services. A highly efficient and professional ICT service is required to support staff across the public service in achieving their business objectives. The technical capacity to deliver the service must also be supported by a keen focus on quality customer service.
Deadline
The time limit for receipt of tenders was 2020-09-18.
The procurement was published on 2020-08-18.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“This Public Procurement Competition Relates to the Provision of Onsite ICT Service Desk Resources to the Office of the Chief Information Officer
OGCIO SDT”
Products/services: Supply services of personnel including temporary staff📦
Short description:
“The OGCIO requires a service provider to deliver a team of initially 12 on-site experienced and quality focused ICT service desk resources, (with the skills...”
Short description
The OGCIO requires a service provider to deliver a team of initially 12 on-site experienced and quality focused ICT service desk resources, (with the skills as outlined in section 3.2) for the OGCIO ICT service desk. This team, will log, capture, resolve and manage service desk issues and requests from customers using the OGCIO’s services responding to a wide range of ICT-related queries from users across the Public Service, by email, telephone and online from the Department’s offices or via remote access. The ICT support service works to the IT service management standard ITIL and staff must be able to work in this environment as well as involved in a range of critically required proactive support services. A highly efficient and professional ICT service is required to support staff across the public service in achieving their business objectives. The technical capacity to deliver the service must also be supported by a keen focus on quality customer service.
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Estimated value excluding VAT: EUR 200 000 💰
1️⃣
Place of performance: Éire/Ireland🏙️
Description of the procurement:
“The OGCIO requires a service provider to deliver a team of initially 12 on-site experienced and quality focused ICT service desk resources, (with the skills...”
Description of the procurement
The OGCIO requires a service provider to deliver a team of initially 12 on-site experienced and quality focused ICT service desk resources, (with the skills as outlined in section 3.2) for the OGCIO ICT service desk. This team, will log, capture, resolve and manage service desk issues and requests from customers using the OGCIO’s services responding to a wide range of ICT-related queries from users across the public service, by email, telephone and online from the Department’s offices or via remote access. The ICT support service works to the IT service management standard ITIL and staff must be able to work in this environment as well as involved in a range of critically required proactive support services. A highly efficient and professional ICT service is required to support staff across the public service in achieving their business objectives. The technical capacity to deliver the service must also be supported by a keen focus on quality customer service.
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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 200 000 💰
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: New contract after 24 months plus extensions if applicable.
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2020-09-18
13:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Conditions for opening of tenders: 2020-09-18
13:00 📅
Complementary information Review body
Name: Ogcio
Postal address: 3A Mayor Street Upper
Postal town: Dublin
Postal code: D01 PF72
Country: Ireland 🇮🇪
Source: OJS 2020/S 162-393786 (2020-08-18)
Contract award notice (2022-11-09) Contracting authority Name and addresses
Postal address: Government Buildings
Postal code: Upr Merrion Street
Phone: +353 016045177📞
Object Scope of the procurement
Title:
“This public procurement competition relates to the provision of On-site ICT Service Desk Resources to the Office of the Chief Information Officer
OGCIO SDT”
Short description:
“The OGCIO requires a Service Provider to deliver a team of initially twelve on-site experienced and quality focused ICT Service Desk Resources, (with the...”
Short description
The OGCIO requires a Service Provider to deliver a team of initially twelve on-site experienced and quality focused ICT Service Desk Resources, (with the skills as outlined in Section 3.2) for the OGCIO ICT Service Desk. This team, will log, capture, resolve and manage service desk issues and requests from customers using the OGCIO’s services responding to a wide range of ICT-related queries from users across the Public Service, by email, telephone and online from the Department’s offices, or via remote access. The ICT Support Service works to the IT Service Management Standard ITIL and staff must be able to work in this environment as well as involved in a range of critically required proactive support services. A highly efficient and professional ICT service is required to support staff across the Public Service in achieving their business objectives. The technical capacity to deliver the service must also be supported by a keen focus on quality customer service.
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Total value of the procurement (excluding VAT): EUR 2 000 000 💰
Description
Description of the procurement:
“The OGCIO requires a Service Provider to deliver a team of initially twelve on-site experienced and quality focused ICT Service Desk Resources, (with the...”
Description of the procurement
The OGCIO requires a Service Provider to deliver a team of initially twelve on-site experienced and quality focused ICT Service Desk Resources, (with the skills as outlined in Section 3.2) for the OGCIO ICT Service Desk. This team, will log, capture, resolve and manage service desk issues and requests from customers using the OGCIO’s services responding to a wide range of ICT-related queries from users across the Public Service, by email, telephone and online from the Department’s offices, or via remote access. The ICT Support Service works to the IT Service Management Standard ITIL and staff must be able to work in this environment as well as involved in a range of critically required proactive support services. A highly efficient and professional ICT service is required to support staff across the Public Service in achieving their business objectives. The technical capacity to deliver the service must also be supported by a keen focus on quality customer service.
Show more Award criteria
Quality criterion (name): Service Desk Expansion and Enhancements
Quality criterion (weighting): 150
Quality criterion (name): Quality of Service Delivery Model
Quality criterion (weighting): 350
Cost criterion (name): Cost
Cost criterion (weighting): 500
Procedure Administrative information
Previous publication concerning this procedure: 2020/S 162-393786
Award of contract
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Contract Number: 1
Title:
“This public procurement competition relates to the provision of On-site ICT Service Desk Resources to the Office of the Chief Information Officer”
Date of conclusion of the contract: 2021-02-01 📅
Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 5
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 5
Name and address of the contractor
Name: Ergo
Postal address: Ergo of 1st Floor, Block T, Eastpoint Business Park, Dublin 3
Postal town: Dublin
Postal code: Dublin 3
Country: Ireland 🇮🇪
Region: Dublin🏙️
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Estimated total value of the contract/lot: EUR 2 000 000 💰
Total value of the contract/lot: EUR 2 000 000 💰
Source: OJS 2022/S 219-631271 (2022-11-09)