Helpdesk Support Services

Department of Foreign Affairs/An Roinn Gnóthaí Eachtracha

A highly efficient and professional ICT Support Service is required to support Department of Foreign Affairs staff across the Department in achieving their business objectives.
The successful service provider will be expected to provide quality, on-site resources for the ICT Support Service to support, maintain, and enhance ICT services. Engineers will respond to a wide range of ICT-related queries from staff at any office of the Department by email, telephone and online from the Department’s offices in 76-78 Harcourt Street and 23-27 Henry Street, Limerick, or via remote access where needed.
The ICT Support Service will also be expected to be involved in a range of critically required proactive support services including, but not limited to, designing, developing and implementing changes to the Department’s ICT Infrastructure (voice, telecommunications and data services), server and end-user device builds, as well as providing input to ICT development projects.

Deadline

The time limit for receipt of tenders was 2021-07-08. The procurement was published on 2021-06-08.

Suppliers

The following suppliers are mentioned in award decisions or other procurement documents:

Who? What? Where?
Procurement history
Date Document
2021-06-08 Contract notice
2024-01-03 Contract award notice
Contract notice (2021-06-08)
Object
Scope of the procurement
Title: Technical support services
Short description:
A highly efficient and professional ICT Support Service is required to support Department of Foreign Affairs staff across the Department in achieving their business objectives. The successful service provider will be expected to provide quality, on-site resources for the ICT Support Service to support, maintain, and enhance ICT services. Engineers will respond to a wide range of ICT-related queries from staff at any office of the Department by email, telephone and online from the Department’s offices in 76-78 Harcourt Street and 23-27 Henry Street, Limerick, or via remote access where needed. The ICT Support Service will also be expected to be involved in a range of critically required proactive support services including, but not limited to, designing, developing and implementing changes to the Department’s ICT Infrastructure (voice, telecommunications and data services), server and end-user device builds, as well as providing input to ICT development projects.
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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union
Common procurement vocabulary (CPV)
Code: Technical support services 📦
Additional CPV: Support services of personal computers 📦
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: Ministry or any other national or federal authority
Awarding authority name: Department of Foreign Affairs/An Roinn Gnóthaí Eachtracha
Postal address: 80 St Stephen's Green
Postal town: Dublin
Contact
Internet address: http://www.dfa.ie 🌏
E-mail: consultant.tenders@dfa.ie 📧
Phone: +353 14082000 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=190809&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=190809&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2021-06-08 📅
Submission deadline: 2021-07-08 📅
Publication date: 2021-06-11 📅
Identifiers
Notice number: 2021/S 112-293570
OJ-S issue: 112

Object
Scope of the procurement
Short description:
A highly efficient and professional ICT Support Service is required to support Department of Foreign Affairs staff across the Department in achieving their business objectives.
The successful service provider will be expected to provide quality, on-site resources for the ICT Support Service to support, maintain, and enhance ICT services. Engineers will respond to a wide range of ICT-related queries from staff at any office of the Department by email, telephone and online from the Department’s offices in 76-78 Harcourt Street and 23-27 Henry Street, Limerick, or via remote access where needed.
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The ICT Support Service will also be expected to be involved in a range of critically required proactive support services including, but not limited to, designing, developing and implementing changes to the Department’s ICT Infrastructure (voice, telecommunications and data services), server and end-user device builds, as well as providing input to ICT development projects.
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Estimated total value: 2 944 750 EUR 💰
Short description:
A highly efficient and professional ICT Support Service is required to support Department of Foreign Affairs staff across the Department in achieving their business objectives. The technical capacity to deliver the service must be supported by a keen focus on quality customer service.
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Estimated value excluding VAT: 2 944 750 EUR 💰
Duration: 60 months

Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 17:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2021-07-08 📅
Tender opening time: 17:00

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Patricia Owens
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/246 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=190809&B=ETENDERS_SIMPLE 🌏

Complementary information
Review body
Name: The High Court
Postal address: Four Courts
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Source: OJS 2021/S 112-293570 (2021-06-08)
Contract award notice (2024-01-03)
Object
Scope of the procurement
Total value of the procurement: 2 944 750 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2024-01-03 📅
Publication date: 2024-01-08 📅
Identifiers
Notice number: 2024/S 005-008679
Refers to notice: 2021/S 112-293570
OJ-S issue: 5

Procedure
Award criteria
Quality criterion (name): Technical
Quality criterion (weighting): 70
Cost criterion (name): Financial
Cost criterion (weighting): 30

Award of contract
Date of contract conclusion: 2021-09-01 📅
Name: IT Rollout Consultancy Ltd t/a IT Group
Postal address: 25 Western Parkway Business Centre, Ballymount Road, Dublin 12
Postal town: Dublin
Country: Ireland 🇮🇪
Total value of the procurement: 2 900 000 EUR 💰
Information about tenders
Number of tenders received: 2
Source: OJS 2024/S 005-008679 (2024-01-03)
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