Provision of Contact Management and Business Administration Services
National Transport Authority
The National Transport Authority requires the provision of contact management and business administration services under five (5) service categories. These service categories are as follows:
• Service Category 1: Information provision service;
• Service Category 2: Booking service;
• Service Category 3: Business analysis and administration support service;
• Service Category 4: Back office administration and fulfilment service; and
• Service Category 5: General reception call services.
Further details are provided in the procurement documents attached to this contract notice.
The time limit for receipt of tenders was 2021-02-17. The procurement was published on 2021-01-13.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What?- • Customer services › Customer-care services
- • Dedicated-business telephone network services › Telephone switchboard services
- • Helpdesk and support services › Helpdesk services
- • Telephone-answering services › Call centre
- • Telephone-answering services › Telephone operator services
Procurement history
| Date | Document |
|---|---|
| 2021-01-13 | Contract notice |
| 2021-02-12 | Additional information |
| 2021-05-14 | Contract award notice |
Contract notice (2021-01-13)
Object
Scope of the procurement
Title: Call centre
Reference number: JAN182943-2020
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: Call centre 📦
Additional CPV: Telephone switchboard 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: National or federal Agency/Office
Awarding authority name: National Transport Authority
Postal address: Dun Sceine
Postal code: Iveagh Court
Postal town: Harcourt Lane
Contact
Internet address: http://www.nationaltransport.ie 🌏
E-mail: orlagh.mcgowan@nationaltransport.ie 📧
Phone: +353 18798300 📞
Fax: +353 18798333 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181082&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181082&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2021-01-13 📅
Submission deadline: 2021-02-17 📅
Publication date: 2021-01-18 📅
Identifiers
Notice number: 2021/S 011-022466
OJ-S issue: 11
Additional information
Object
Scope of the procurement
Short description:
Duration: 48 months
Description of renewals:
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: 2021-08-16 📅
Tender opening date: 2021-02-17 📅
Tender opening time: 12:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Orlagh McGowan
Internet address: www.nationaltransport.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1149 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181082&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: High Court of Ireland
Postal address: Four Courts, Ground Floor (East Wing), Inns Qua
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Fax: +353 18886125 📠
Internet address: http://www.courts.ie 🌏
Information about review deadlines:
Object
Scope of the procurement
Title: Call centre
Reference number: JAN182943-2020
Short description:
The National Transport Authority requires the provision of contact management and business administration services under five (5) service categories. These service categories are as follows:
• Service Category 1: Information provision service;
• Service Category 2: Booking service;
• Service Category 3: Business analysis and administration support service;
• Service Category 4: Back office administration and fulfilment service; and
• Service Category 5: General reception call services.
Further details are provided in the procurement documents attached to this contract notice.
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: Call centre 📦
Additional CPV: Telephone switchboard 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: National or federal Agency/Office
Awarding authority name: National Transport Authority
Postal address: Dun Sceine
Postal code: Iveagh Court
Postal town: Harcourt Lane
Contact
Internet address: http://www.nationaltransport.ie 🌏
E-mail: orlagh.mcgowan@nationaltransport.ie 📧
Phone: +353 18798300 📞
Fax: +353 18798333 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181082&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181082&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2021-01-13 📅
Submission deadline: 2021-02-17 📅
Publication date: 2021-01-18 📅
Identifiers
Notice number: 2021/S 011-022466
OJ-S issue: 11
Additional information
The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers relating to this contract award procedure irrespective of the outcome of the competition, or if the competition is postponed or cancelled. All costs incurred by interested parties in participating in this competition must be borne by them. Any contract award will be subject to a number of preconditions, including production of a current tax clearance statement from the Revenue Commissioners in Ireland. The contracting authority may terminate this competition (or any part thereof), change the basis of and the procedures for the bidding process, at any time, or procure the project by alternative means if it appears that the project can thereby be more advantageously procured. The most economically advantageous or any tender will not automatically be accepted. Refer to procurement documents for further information.
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Object
Scope of the procurement
Short description:
The National Transport Authority requires the provision of contact management and business administration services under five (5) service categories. These service categories are as follows:
• Service Category 1: Information provision service;
• Service Category 2: Booking service;
• Service Category 3: Business analysis and administration support service;
• Service Category 4: Back office administration and fulfilment service; and
• Service Category 5: General reception call services.
Further details are provided in the procurement documents attached to this contract notice.
Description of renewals:
The proposed contract will be for an initial period of four (4) years. If the services provided are deemed to be satisfactory, the contract may be renewed twice by the National Transport Authority, at it's sole discretion, with each renewal being for a period or periods of up to 12 months.
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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: 2021-08-16 📅
Tender opening date: 2021-02-17 📅
Tender opening time: 12:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Orlagh McGowan
Internet address: www.nationaltransport.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1149 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181082&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: High Court of Ireland
Postal address: Four Courts, Ground Floor (East Wing), Inns Qua
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Fax: +353 18886125 📠
Internet address: http://www.courts.ie 🌏
Information about review deadlines:
As set out in S.I. No 130/2010 European Communities (Public Authorities' Contracts) (Review Procedures) Regulations 2010 (in particular Regulation 7 thereof).
Source: OJS 2021/S 011-022466 (2021-01-13)
Additional information (2021-02-12)
Object
Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: Telephone operator services 📦
Contracting authority
Identity
Postal address: Dun Sceinen, Iveagh Court, Harcourt Lane
Postal town: Dublin 2
Reference
Dates
Date dispatched: 2021-02-12 📅
Submission deadline: 2021-02-26 📅
Publication date: 2021-02-17 📅
Identifiers
Notice number: 2021/S 033-083243
Refers to notice: 2021/S 011-022466
OJ-S issue: 33
Source: OJS 2021/S 033-083243 (2021-02-12)
Object
Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: Telephone operator services 📦
Contracting authority
Identity
Postal address: Dun Sceinen, Iveagh Court, Harcourt Lane
Postal town: Dublin 2
Reference
Dates
Date dispatched: 2021-02-12 📅
Submission deadline: 2021-02-26 📅
Publication date: 2021-02-17 📅
Identifiers
Notice number: 2021/S 033-083243
Refers to notice: 2021/S 011-022466
OJ-S issue: 33
Source: OJS 2021/S 033-083243 (2021-02-12)
Contract award notice (2021-05-14)
Object
Scope of the procurement
Short description:
Total value of the procurement: 7 495 240 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2021-05-14 📅
Publication date: 2021-05-19 📅
Identifiers
Notice number: 2021/S 096-251433
OJ-S issue: 96
Object
Scope of the procurement
Short description:
Procedure
Award criteria
Quality criterion (name): Transition of services
Quality criterion (weighting): 10
Quality criterion (name): Performance of services
Quality criterion (weighting): 30
Quality criterion (name): Recruitment, training and quality assurance
Quality criterion (weighting): 15
Quality criterion (name): Security of data and business continuity
Key personnel
Quality criterion (weighting): 5
Price (weighting): 30
Award of contract
Date of contract conclusion: 2021-05-07 📅
Name: SGS Ireland Ld
Postal address: Hazel House Millennium Park
Postal town: Naas
Postal code: W91 PXP3
Country: Ireland 🇮🇪
Total value of the procurement: 7 495 240 EUR 💰
Information about tenders
Number of tenders received: 7
Complementary information
Review body
Postal town: Dublin
Postal code: 7
Source: OJS 2021/S 096-251433 (2021-05-14)
Object
Scope of the procurement
Short description:
The National Transport Authority requires the provision of contact management and business administration services under five (5) service categories. These service categories are as follows:
• Service Category 1: Information provision service;
• Service Category 2: Booking service;
• Service Category 3: Business analysis and administration support service;
• Service Category 4: Back office administration and fulfilment service; and
• Service Category 5: General reception call services.
Further details are provided in the procurement documents attached to the contract notice.
Show more
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2021-05-14 📅
Publication date: 2021-05-19 📅
Identifiers
Notice number: 2021/S 096-251433
OJ-S issue: 96
Object
Scope of the procurement
Short description:
Further details are provided in the procurement documents attached to the contract notice.
Procedure
Award criteria
Quality criterion (name): Transition of services
Quality criterion (weighting): 10
Quality criterion (name): Performance of services
Quality criterion (weighting): 30
Quality criterion (name): Recruitment, training and quality assurance
Quality criterion (weighting): 15
Quality criterion (name): Security of data and business continuity
Key personnel
Quality criterion (weighting): 5
Price (weighting): 30
Award of contract
Date of contract conclusion: 2021-05-07 📅
Name: SGS Ireland Ld
Postal address: Hazel House Millennium Park
Postal town: Naas
Postal code: W91 PXP3
Country: Ireland 🇮🇪
Total value of the procurement: 7 495 240 EUR 💰
Information about tenders
Number of tenders received: 7
Complementary information
Review body
Postal town: Dublin
Postal code: 7
Source: OJS 2021/S 096-251433 (2021-05-14)
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