This Public Procurement Competition Relates to the Provision of Onsite ICT Service Desk Resources to the Office of the Chief Information Officer

Department of Public Expenditure and Reform

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:

Who? What? Where?
Procurement history
Date Document
2020-08-18 Contract notice
2022-11-09 Contract award notice
Contract notice (2020-08-18)
Object
Scope of the procurement
Title: Supply services of personnel including temporary staff
Reference number: Ogcio sdt
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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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: Supply services of personnel including temporary staff 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

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: Other
Awarding authority name: Department of Public Expenditure and Reform
Postal address: Government Buildings, Upr Merrion Street
Postal town: Dublin
Contact
Internet address: http://www.per.gov.ie 🌏
E-mail: turlough.mckenna@per.gov.ie 📧
Phone: +353 16045177 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172400&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172400&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2020-08-18 📅
Submission deadline: 2020-09-18 📅
Publication date: 2020-08-21 📅
Identifiers
Notice number: 2020/S 162-393786
OJ-S issue: 162

Object
Scope of the procurement
Estimated total value: 200 000 EUR 💰
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: 200 000 EUR 💰
Duration: 24 months
Description of renewals: New contract after 24 months plus extensions if applicable.

Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 13:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2020-09-18 📅
Tender opening time: 13:00

Contracting authority
Identity
National registration number: N/a
Other type of contracting authority: Government Department
Contact
Contact point: Turlough McKenna
Internet address: www.per.gov.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1887 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172400&B=ETENDERS_SIMPLE 🌏

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)
Object
Scope of the procurement
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: 2 000 000 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Contracting authority
Identity
Postal address: Government Buildings
Postal code: Upr Merrion Street
Contact
Phone: +353 016045177 📞

Reference
Dates
Date dispatched: 2022-11-09 📅
Publication date: 2022-11-14 📅
Identifiers
Notice number: 2022/S 219-631271
Refers to notice: 2020/S 162-393786
OJ-S issue: 219

Procedure
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

Award of contract
Date of contract conclusion: 2021-02-01 📅
Name: Ergo
Postal address: Ergo of 1st Floor, Block T, Eastpoint Business Park, Dublin 3
Postal town: Dublin
Postal code: Dublin 3
Country: Ireland 🇮🇪
Dublin 🏙️
Total value of the procurement: 2 000 000 EUR 💰
Information about tenders
Number of tenders received: 5
Source: OJS 2022/S 219-631271 (2022-11-09)
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