The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance), utilising the Central Bank’s service management toolsets.
As part of overall IT services to the business, the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
Deadline
The time limit for receipt of tenders was 2021-11-24.
The procurement was published on 2021-10-22.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title: IT Service Desk
2020P058
Products/services: Helpdesk and support services📦
Short description:
“The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health...”
Short description
The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance), utilising the Central Bank’s service management toolsets.
As part of overall IT services to the business, the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
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Estimated value excluding VAT: EUR 5 000 000 💰
1️⃣
Additional products/services: Helpdesk and support services📦
Place of performance: Éire/Ireland🏙️
Main site or place of performance: Dublin
Description of the procurement:
“The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health...”
Description of the procurement
The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance, as addressed below), utilising the Central Bank’s service management toolsets.
As part of overall IT services to the business, the Information Management and Technology Directorate (“IMTD”) of the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business.
The Central Bank leverages a third party provider for the resourcing and management of the IT Service Desk and for the provision of a number of resources for the walk-up IT support area managed by the IMTD team. The Central Bank is looking to continue with this model and is seeking a service provider to provide dedicated, appropriately skilled, onsite resources at the Central Bank’s premises. This team will utilise the Central Bank’s ticket management, telephony systems and other service desk technology to deliver the Services.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
The successful Tenderer will be required to deliver the Services in a cost effective, service centric, and operationally efficient manner, demonstrating ongoing enhancement of Services through quality assurance, training, knowledge management and continuous service improvement initiatives.
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
Show more Award criteria
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 5 000 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 36
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals:
“The duration of the Contract is intended to be 36 months, although the Central Bank has the right to terminate it earlier. The Central Bank also has the...”
Description of renewals
The duration of the Contract is intended to be 36 months, although the Central Bank has the right to terminate it earlier. The Central Bank also has the right to extend the Contract on the same terms and conditions for a period or periods of up to 12 months, with a maximum total addition of 24 months, so that the Contract may ultimately have a maximum total duration of 60 months.
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Additional information:
“See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561”
Legal, economic, financial and technical information Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Conditions related to the contract
Contract performance conditions:
“See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561” Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2021-11-24
12:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
The time frame below is expressed in number of months.
Minimum time frame during which the tenderer must maintain the tender: 9
Conditions for opening of tenders: 2021-11-24
12:00 📅
Complementary information Additional information
“See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561” Review body
Name: High Court
Postal address: Inns Quay
Postal town: Dublin
Postal code: 8
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie📧
URL: www.courts.ie🌏 Review procedure
Precise information on deadline(s) for review procedures:
“As set out at section 7 of the European Communities (Public Authorities’ Contracts) (Review Procedures) Regulations SI 130/2010, as amended”
Source: OJS 2021/S 209-547765 (2021-10-22)
Contract award notice (2022-09-14) Contracting authority Information about joint procurement
The contract is awarded by a central purchasing body
Object Scope of the procurement
Short description:
“The Central Bank is appointing a company for the provision an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public...”
Short description
The Central Bank is appointing a company for the provision an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance), utilising the Central Bank’s service management toolsets.
Show more
Total value of the procurement (excluding VAT): EUR 5 000 000 💰
Description
Description of the procurement:
“The Central Bank is appointing a company to provide an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health...”
Description of the procurement
The Central Bank is appointing a company to provide an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance), utilising the Central Bank’s service management toolsets.
Show more Award criteria
Quality criterion (name): Resource Management Model
Quality criterion (weighting): 140
Quality criterion (name): Key Personnel
Quality criterion (weighting): 130
Quality criterion (name): Knowledge Management & Training
Quality criterion (name): Quality Assurance Management
Quality criterion (weighting): 100
Quality criterion (name): Service Delivery & Governance
Quality criterion (weighting): 180
Quality criterion (name): Service Implementation Plan
Quality criterion (weighting): Pass/Fail
Price (weighting): 320
Description
Additional information:
“The figure in sections II.1.7 and V.2.4 of this notice represents the Central Bank’s best estimate of the value of the services, but it is not possible to...”
Additional information
The figure in sections II.1.7 and V.2.4 of this notice represents the Central Bank’s best estimate of the value of the services, but it is not possible to be definitive in this regard by virtue of the nature of the services. The final value may be higher or lower than this figure.
Procedure Administrative information
Previous publication concerning this procedure: 2021/S 209-547765
Award of contract
1️⃣
Contract Number: 1
Title: IT Service Desk
Date of conclusion of the contract: 2022-08-18 📅
Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 1
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: 2
Name and address of the contractor
Name: IT Alliance Group
National registration number: IE 8257743 E
Postal address: 12C Joyce Way, Park West Business Park
Postal town: Dublin
Postal code: Dublin 12
Country: Ireland 🇮🇪
E-mail: marie.mccarthy@italliancegroup.com📧
Region: Éire/Ireland🏙️
URL: http://www.italliancegroup.com🌏
The contractor is an SME
Information on value of the contract/lot (excluding VAT)
Estimated total value of the contract/lot: EUR 5 000 000 💰
Total value of the contract/lot: EUR 5 000 000 💰
Source: OJS 2022/S 180-510173 (2022-09-14)