Request for tender for Student Contact Centre Services for Atlantic Technological University
Atlantic Technological University
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.
The time limit for receipt of tenders was 2022-12-05. The procurement was published on 2022-11-04.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What?- • Telephone-answering services › Call centre
- • Telephone-answering services › Telephone operator services
Procurement history
| Date | Document |
|---|---|
| 2022-11-04 | Contract notice |
| 2022-12-02 | Additional information |
| 2023-10-12 | Contract award notice |
Contract notice (2022-11-04)
Object
Scope of the procurement
Title: Call centre
Reference number: RFT05/22SG
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-answering services 📦
Place of performance
NUTS region: Northern and Western 🏙️
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: Atlantic Technological University
Postal address: Donegal Port Road
Postal code: Co.Donegal
Postal town: Letterkenny
Contact
Internet address: http://www.atu.ie 🌏
E-mail: mary.feighney@atu.ie 📧
Phone: +353 719305815 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=228216&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=228216&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2022-11-04 📅
Submission deadline: 2022-12-05 📅
Publication date: 2022-11-09 📅
Identifiers
Notice number: 2022/S 216-620532
OJ-S issue: 216
Additional information
The initial contract awarded under this framework will be with ATU Sligo.
Object
Scope of the procurement
Short description:
Estimated total value: 900 000 EUR 💰
Short description:
Estimated value excluding VAT: 900 000 EUR 💰
Duration: 36 months
Additional information: The initial contract awarded under this framework will be with ATU Sligo.
Place of performance
Main site or place of performance: Sligo F91YW50
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 17:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 6 months
Tender opening date: 2022-12-05 📅
Tender opening time: 17:00
Place: ATU Sligo.
Contracting authority
Identity
National registration number: IE3926731JH
Contact
Contact point: Mary Feighney
Internet address: www.atu.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/206645 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=228216&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: The High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: www.courts.ie 🌏
Service from which information about the review procedure may be obtained
Same as: Review body
Source: OJS 2022/S 216-620532 (2022-11-04)
Object
Scope of the procurement
Title: Call centre
Reference number: RFT05/22SG
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.
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-answering services 📦
Place of performance
NUTS region: Northern and Western 🏙️
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: Atlantic Technological University
Postal address: Donegal Port Road
Postal code: Co.Donegal
Postal town: Letterkenny
Contact
Internet address: http://www.atu.ie 🌏
E-mail: mary.feighney@atu.ie 📧
Phone: +353 719305815 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=228216&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=228216&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2022-11-04 📅
Submission deadline: 2022-12-05 📅
Publication date: 2022-11-09 📅
Identifiers
Notice number: 2022/S 216-620532
OJ-S issue: 216
Additional information
The initial contract awarded under this framework will be with ATU Sligo.
Object
Scope of the procurement
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.
Show more
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.
Show more
Short description:
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.
Show more
Duration: 36 months
Additional information: The initial contract awarded under this framework will be with ATU Sligo.
Place of performance
Main site or place of performance: Sligo F91YW50
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 17:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 6 months
Tender opening date: 2022-12-05 📅
Tender opening time: 17:00
Place: ATU Sligo.
Contracting authority
Identity
National registration number: IE3926731JH
Contact
Contact point: Mary Feighney
Internet address: www.atu.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/206645 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=228216&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: The High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: www.courts.ie 🌏
Service from which information about the review procedure may be obtained
Same as: Review body
Source: OJS 2022/S 216-620532 (2022-11-04)
Additional information (2022-12-02)
Object
Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: Telephone-answering services 📦
Reference
Dates
Date dispatched: 2022-12-02 📅
Submission deadline: 2022-12-09 📅
Publication date: 2022-12-07 📅
Identifiers
Notice number: 2022/S 236-681617
Refers to notice: 2022/S 216-620532
OJ-S issue: 236
Source: OJS 2022/S 236-681617 (2022-12-02)
Object
Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: Telephone-answering services 📦
Reference
Dates
Date dispatched: 2022-12-02 📅
Submission deadline: 2022-12-09 📅
Publication date: 2022-12-07 📅
Identifiers
Notice number: 2022/S 236-681617
Refers to notice: 2022/S 216-620532
OJ-S issue: 236
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: 900 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2023-10-12 📅
Publication date: 2023-10-17 📅
Identifiers
Notice number: 2023/S 200-626653
OJ-S issue: 200
Procedure
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
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%
Award of contract
Date of contract conclusion: 2023-05-24 📅
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 📧
Country: Northern and Western 🏙️
Internet address: http://www.forwardemphasis.ie 🌏
Information about tenders
Number of tenders received: 7
Source: OJS 2023/S 200-626653 (2023-10-12)
Object
Scope of the procurement
Total value of the procurement: 900 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2023-10-12 📅
Publication date: 2023-10-17 📅
Identifiers
Notice number: 2023/S 200-626653
OJ-S issue: 200
Procedure
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
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%
Award of contract
Date of contract conclusion: 2023-05-24 📅
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 📧
Country: Northern and Western 🏙️
Internet address: http://www.forwardemphasis.ie 🌏
Information about tenders
Number of tenders received: 7
Source: OJS 2023/S 200-626653 (2023-10-12)
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