The Atlantic Technological University (ATU) was established on 1st April 2022, the result of a merger between three Institutes of Technology, GMIT, LYIT and IT Sligo. It currently has eight campuses with an enrolment of more than 20,000 students supported by 2,200 staff. ATU offers almost 600 academic programmes from pre-degree to doctoral level.
ATU has a requirement to engage the services of an external dedicated Student Contact Centre Service to support enquiries regarding Student Recruitment and registration. The successful tenderer will act as the initial point of contact for all phone, e-mail, website, and social media-based enquiries received in relation to ATU’s programmes. The successful tenderer will interact seamlessly with the University’s academic, administration and management staff and will report regularly to the University. The initial contract awarded under this framework will be with ATU Sligo.
Deadline
The time limit for receipt of tenders was 2022-12-05.
The procurement was published on 2022-11-04.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“Request for tender for Student Contact Centre Services for Atlantic Technological University
RFT05/22SG”
Products/services: Call centre📦
Short description:
“The Atlantic Technological University (ATU) was established on 1st April 2022, the result of a merger between three Institutes of Technology, GMIT, LYIT and...”
Short description
The Atlantic Technological University (ATU) was established on 1st April 2022, the result of a merger between three Institutes of Technology, GMIT, LYIT and IT Sligo. It currently has eight campuses with an enrolment of more than 20,000 students supported by 2,200 staff. ATU offers almost 600 academic programmes from pre-degree to doctoral level.
ATU has a requirement to engage the services of an external dedicated Student Contact Centre Service to support enquiries regarding Student Recruitment and registration. The successful tenderer will act as the initial point of contact for all phone, e-mail, website, and social media-based enquiries received in relation to ATU’s programmes. The successful tenderer will interact seamlessly with the University’s academic, administration and management staff and will report regularly to the University. The initial contract awarded under this framework will be with ATU Sligo.
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Estimated value excluding VAT: EUR 900 000 💰
1️⃣
Additional products/services: Telephone-answering services📦
Additional products/services: Telephone operator services📦
Place of performance: Northern and Western🏙️
Main site or place of performance: Sligo F91YW50
Description of the procurement:
“The Atlantic Technological University (ATU) was established on 1st April 2022, the result of a merger between three Institutes of Technology, GMIT, LYIT and...”
Description of the procurement
The Atlantic Technological University (ATU) was established on 1st April 2022, the result of a merger between three Institutes of Technology, GMIT, LYIT and IT Sligo. It currently has eight campuses with an enrolment of more than 20,000 students supported by 2,200 staff. ATU offers almost 600 academic programmes from pre-degree to doctoral level.
ATU has a requirement to engage the services of an external dedicated Student Contact Centre Service to support Student Recruitment and registration enquiries. The successful tenderer will act as the initial point of contact for all phone, e-mail, website, and social media-based enquiries received in relation to ATU’s programmes. The successful tenderer will interact seamlessly with the University’s academic, administration and management staff and will report regularly to the University.
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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 900 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 36
Additional information: The initial contract awarded under this framework will be with ATU Sligo.
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
Procedure Type of procedure
Open procedure
Information about a framework agreement or a dynamic purchasing system
Framework agreement with a single operator
Administrative information
Time limit for receipt of tenders or requests to participate: 2022-12-05
17:00 📅
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: 6
Conditions for opening of tenders: 2022-12-05
17:00 📅
Conditions for opening of tenders (place): ATU Sligo.
Complementary information Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
Review body
Name: The High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
URL: www.courts.ie🌏 Service from which information about the review procedure may be obtained
Name: The High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
URL: www.courts.ie🌏
Source: OJS 2022/S 216-620532 (2022-11-04)
Additional information (2022-12-02)
Complementary information Original notice reference
Notice number in the OJ S: 2022/S 216-620532
Changes Text to be corrected in the original notice
Section number: IV.2.2)
Place of text to be modified: Time limit for receipt of tenders or requests to participate
Old value
Date: 2022-12-05 📅
Time: 17:00
New value
Date: 2022-12-09 📅
Time: 13:00
Source: OJS 2022/S 236-681617 (2022-12-02)
Contract award notice (2023-10-12) Object Scope of the procurement
Total value of the procurement (excluding VAT): EUR 900 000 💰
Award criteria
Quality criterion (name):
“Methodology for Delivery of customer Service Management Solution for Higher Education”
Quality criterion (weighting): 20%
Quality criterion (name): Technical Resources
Quality criterion (weighting): 5%
Quality criterion (name): Human Resources
Quality criterion (name): Reliability and Continuity of Supply of Service
Quality criterion (weighting): 10%
Quality criterion (name): Data Security
Quality criterion (weighting): 15%
Cost criterion (name): Ultimate Cost
Cost criterion (weighting): 30%
Procedure Information about framework agreement
The procurement involves the establishment of a framework agreement
Administrative information
Previous publication concerning this procedure: 2022/S 216-620532
Award of contract
1️⃣
Contract Number: 1
Title:
“Request for tender for Student Contact Centre Services for Atlantic Technological University”
Date of conclusion of the contract: 2023-05-24 📅
Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 7
Number of tenders received from tenderers from other EU Member States: 4
Number of tenders received from tenderers from non-EU Member States: 3
Number of tenders received by electronic means: 7
Name and address of the contractor
Name: Forward Emphasis International
National registration number: 0749387000
Postal address: Malmar House
Postal town: Malin Head
Postal code: Donegal
Country: Ireland 🇮🇪
Phone: +353 0749387004📞
E-mail: lorraine.mclaughlin@forwardemphasis.ie📧
Fax: +353 0749387008 📠
Region: Northern and Western🏙️
URL: http://www.forwardemphasis.ie🌏
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Estimated total value of the contract/lot: EUR 900 000 💰
Currency code: EUR 💰
Lowest offer: 159782.00
Highest offer: 260575.00
Source: OJS 2023/S 200-626653 (2023-10-12)