Request for Tenders (RFT) for provision of Customer Contact Management Services.
• ComReg is seeking a tenderer with a proven track record to provide a ComReg branded managed customer care service for consumers of electronic communications services (“ECS”) premium rate services (“PRS”), and Postal services
• In summary the service involves dealing with all consumer contacts (residential and business consumers) to ComReg and service provider contacts in relation to complaints raised with providers on behalf of individual consumers
• This includes handling queries (requests for information in relation to the sectors we regulate) and managing complaints from consumers and communications with service providers in respect of electronic communications services (“ECS”), premium rate services (“PRS”) and postal services
For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
Deadline
The time limit for receipt of tenders was 2023-02-06.
The procurement was published on 2022-12-16.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“Request for Tenders for provision of Customer Contact Management Services
ComReg T09466”
Products/services: Call centre📦
Short description:
“Request for Tenders (RFT) for provision of Customer Contact Management Services.
• ComReg is seeking a tenderer with a proven track record to provide a...”
Short description
Request for Tenders (RFT) for provision of Customer Contact Management Services.
• ComReg is seeking a tenderer with a proven track record to provide a ComReg branded managed customer care service for consumers of electronic communications services (“ECS”) premium rate services (“PRS”), and Postal services
• In summary the service involves dealing with all consumer contacts (residential and business consumers) to ComReg and service provider contacts in relation to complaints raised with providers on behalf of individual consumers
• This includes handling queries (requests for information in relation to the sectors we regulate) and managing complaints from consumers and communications with service providers in respect of electronic communications services (“ECS”), premium rate services (“PRS”) and postal services
For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
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Estimated value excluding VAT: EUR 3 500 000 💰
Request for Tenders (RFT) for provision of Customer Contact Management Services.
• ComReg is seeking a tenderer with a proven track record to provide a ComReg branded managed customer care service for consumers of electronic communications services (“ECS”) premium rate services (“PRS”), and Postal services
• In summary the service involves dealing with all consumer contacts (residential and business consumers) to ComReg and service provider contacts in relation to complaints raised with providers on behalf of individual consumers.
• This includes handling queries (requests for information in relation to the sectors we regulate) and managing complaints from consumers and communications with service providers in respect of electronic communications services (“ECS”), premium rate services (“PRS”) and postal services.
For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
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 3 500 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 48
Additional information:
“For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
including 1.3 and 1.4 of the RFT which states the Term of the...”
Additional information
For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
including 1.3 and 1.4 of the RFT which states the Term of the Contract as four years and advises that ComReg reserves the right to extend the Term for a period or periods of up to 12 months with a maximum of three such extensions on the same terms and conditions, subject to ComReg’s obligations at law.
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions:
“Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/” Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Information about a particular profession
Reserved to a particular profession
Reference to the relevant law, regulation or administrative provision:
“Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/” Conditions related to the contract
Contract performance conditions:
“Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/” 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: 2023-02-06
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: 2023-02-06
17:00 📅
Conditions for opening of tenders (place):
“Please refer to procurement documentation on Contract Notice RFT # 229999 https://www.etenders.gov.ie/”
Conditions for opening of tenders (Information about authorised persons and opening procedure): At least two ComReg officials are required to unlock the e-postbox
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 of Ireland
Postal town: Dublin
Country: Ireland 🇮🇪 Review procedure
Precise information on deadline(s) for review procedures: Please consult your own legal advisors.
Source: OJS 2022/S 246-711324 (2022-12-16)
Additional information (2023-01-20)
Complementary information Original notice reference
Notice number in the OJ S: 2022/S 246-711324
Changes Text to be corrected in the original notice
Section number: II.1.5
Place of text to be modified: Estimated total value
Old value
Text: 3500000
New value
Text: 6125000
Text to be corrected in the original notice
Section number: II.2.6
Place of text to be modified: Estimated value
Old value
Text: 3500000
New value
Text: 6125000
Other additional information
“The estimated value indicated in the contract notice has been updated to €6125000 to reflect the entire term of the Contract (4 year term and up to 3 years...”
The estimated value indicated in the contract notice has been updated to €6125000 to reflect the entire term of the Contract (4 year term and up to 3 years optional extensions), being an estimated total for entire possible 7 years.
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Source: OJS 2023/S 018-049601 (2023-01-20)
Contract award notice (2023-05-12) Object Scope of the procurement
Total value of the procurement (excluding VAT): EUR 6 125 000 💰
Award criteria
Quality criterion (name):
“Understanding of the work to be undertaken, including the approach to transition.”
Quality criterion (weighting): 15
Quality criterion (name): Proposed approach to the discharge of the Services
Quality criterion (weighting): 30
Quality criterion (name): Proposed approach to the Management of the Services
Cost criterion (name): Total Evaluation Price
Cost criterion (weighting): 25
Procedure Administrative information
Previous publication concerning this procedure: 2022/S 246-711324
Award of contract
1️⃣
Contract Number: 1
Title: Request for Tenders for provision of Customer Contact Management Services
Date of conclusion of the contract: 2023-04-17 📅
Information about tenders
Number of tenders received: 3
Number of tenders received by electronic means: 3
Name and address of the contractor
Name: ARI Services Europe Ltd [ARISE]
National registration number: 6335249L
Postal address: ADEC Arise Walton House NTP Londsdale Road
Postal town: Limerick
Postal code: V94 T2XT
Country: Ireland 🇮🇪
Phone: +353 061492905📞
E-mail: joe.cahalane@arise-europe.com📧
Region: Éire/Ireland🏙️
URL: http://www.arise-europe.com🌏
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 6 125 000 💰
Complementary information Additional information
“Note
Value of initial 4 year Contract executed by ComReg on 17 April 2023 and to commence from 4 May 2023 to 3 May 2027, is based on Band 4 and Band 8...”
Note
Value of initial 4 year Contract executed by ComReg on 17 April 2023 and to commence from 4 May 2023 to 3 May 2027, is based on Band 4 and Band 8 (maximum forecast bands for queries and complaints) is estimated at €3,286,067.
The estimated value of the entire Contract ( Initial 4 year period plus 12 months x 3 option to extend), if ComReg take up the options to extend is estimated at Euro 6,125,000.
The option to extend was set out in the Contract Notice and detailed in published procurement paperwork.
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Source: OJS 2023/S 095-292307 (2023-05-12)