IT Service Desk
Central Bank of Ireland
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
The time limit for receipt of tenders was 2021-11-24. The procurement was published on 2021-10-22.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What? Where?
Procurement history
| Date | Document |
|---|---|
| 2021-10-22 | Contract notice |
| 2022-09-14 | Contract award notice |
Contract notice (2021-10-22)
Object
Scope of the procurement
Title: Helpdesk and support services
Reference number: 2020P058
Short description:
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: Helpdesk and support services 📦
Additional CPV: Helpdesk and support services 📦
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: Body governed by public law
Awarding authority name: Central Bank of Ireland
Postal address: PO Box 559
Postal code: New Wapping Street,
Postal town: Dublin 1
Contact
Internet address: http://www.centralbank.ie 🌏
E-mail: anthony.flood@centralbank.ie 📧
Phone: +353 012246052 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=199763&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=199763&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2021-10-22 📅
Submission deadline: 2021-11-24 📅
Publication date: 2021-10-27 📅
Identifiers
Notice number: 2021/S 209-547765
OJ-S issue: 209
Additional information
Object
Scope of the procurement
Short description:
Estimated total value: 5 000 000 EUR 💰
Short description:
Estimated value excluding VAT: 5 000 000 EUR 💰
Duration: 36 months
Description of renewals:
Additional information:
Main site or place of performance: Dublin
Legal, economic, financial and technical information
Contract execution
Contract performance conditions:
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 9 months
Tender opening date: 2021-11-24 📅
Tender opening time: 12:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Anthony Flood
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/329 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=199763&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: High Court
Postal address: Inns Quay
Postal town: Dublin
Postal code: 8
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Internet address: www.courts.ie 🌏
Information about review deadlines:
Object
Scope of the procurement
Title: Helpdesk and support services
Reference number: 2020P058
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
Show more
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Helpdesk and support services 📦
Additional CPV: Helpdesk and support services 📦
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: Body governed by public law
Awarding authority name: Central Bank of Ireland
Postal address: PO Box 559
Postal code: New Wapping Street,
Postal town: Dublin 1
Contact
Internet address: http://www.centralbank.ie 🌏
E-mail: anthony.flood@centralbank.ie 📧
Phone: +353 012246052 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=199763&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=199763&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2021-10-22 📅
Submission deadline: 2021-11-24 📅
Publication date: 2021-10-27 📅
Identifiers
Notice number: 2021/S 209-547765
OJ-S issue: 209
Additional information
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
Object
Scope of the procurement
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.
Show more
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
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, 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.
Show more
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.
Show more
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.
Show more
Duration: 36 months
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.
Show more
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
Place of performance
Main site or place of performance: Dublin
Legal, economic, financial and technical information
Contract execution
Contract performance conditions:
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 9 months
Tender opening date: 2021-11-24 📅
Tender opening time: 12:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Anthony Flood
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/329 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=199763&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: High Court
Postal address: Inns Quay
Postal town: Dublin
Postal code: 8
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Internet address: www.courts.ie 🌏
Information about review deadlines:
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)
Object
Scope of the procurement
Short description:
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2022-09-14 📅
Publication date: 2022-09-19 📅
Identifiers
Notice number: 2022/S 180-510173
Refers to notice: 2021/S 209-547765
OJ-S issue: 180
Additional information
Object
Scope of the procurement
Short description:
Procedure
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 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
Award of contract
Date of contract conclusion: 2022-08-18 📅
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 📧
Internet address: http://www.italliancegroup.com 🌏
Total value of the procurement: 5 000 000 EUR 💰
Information about tenders
Number of tenders received: 2
Source: OJS 2022/S 180-510173 (2022-09-14)
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 health guidance), utilising the Central Bank’s service management toolsets.
Total value of the procurement: 5 000 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2022-09-14 📅
Publication date: 2022-09-19 📅
Identifiers
Notice number: 2022/S 180-510173
Refers to notice: 2021/S 209-547765
OJ-S issue: 180
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.
Show more
Object
Scope of the procurement
Short description:
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.
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.
Show more
Procedure
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 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
Award of contract
Date of contract conclusion: 2022-08-18 📅
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 📧
Internet address: http://www.italliancegroup.com 🌏
Total value of the procurement: 5 000 000 EUR 💰
Information about tenders
Number of tenders received: 2
Source: OJS 2022/S 180-510173 (2022-09-14)
New procurements in related categories 🆕