Request for Tenders for provision of Customer Contact Management Services
Commission for Communications Regulation (ComReg),
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
The time limit for receipt of tenders was 2023-02-06. The procurement was published on 2022-12-16.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What? Where?
Procurement history
| Date | Document |
|---|---|
| 2022-12-16 | Contract notice |
| 2023-01-20 | Additional information |
| 2023-05-12 | Contract award notice |
Contract notice (2022-12-16)
Object
Scope of the procurement
Title: Call centre
Reference number: ComReg T09466
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: Business services: law, marketing, consulting, recruitment, printing and security 📦
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: Other
Awarding authority name: Commission for Communications Regulation (ComReg),
Postal address: One Dockland Central, Guild Street, Dublin 1, Ireland, D01 E4X0
Postal code: Dublin
Postal town: Dublin
Contact
Internet address: https://www.comreg.ie/ 🌏
E-mail: karen.cumiskey@comreg.ie 📧
Phone: +353 18049600 📞
Fax: +353 18049665 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=230902&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=230902&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2022-12-16 📅
Submission deadline: 2023-02-06 📅
Publication date: 2022-12-21 📅
Identifiers
Notice number: 2022/S 246-711324
OJ-S issue: 246
Additional information
Object
Scope of the procurement
Short description:
Estimated total value: 3 500 000 EUR 💰
Short description:
Estimated value excluding VAT: 3 500 000 EUR 💰
Duration: 48 months
Additional information:
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
Reference to relevant legislative or regulatory provisions:
Contract performance conditions:
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: 2023-02-06 📅
Tender opening time: 17:00
Place: Please refer to procurement documentation on Contract Notice RFT # 229999 https://www.etenders.gov.ie/
Additional information: At least two ComReg officials are required to unlock the e-postbox
Contracting authority
Identity
National registration number: 9614619A
Other type of contracting authority: Public Body
Contact
Contact point: Karen Cumiskey
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/559 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=230902&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: The High Court of Ireland
Postal town: Dublin
Country: Ireland 🇮🇪
Information about review deadlines: Please consult your own legal advisors.
Source: OJS 2022/S 246-711324 (2022-12-16)
Object
Scope of the procurement
Title: Call centre
Reference number: ComReg T09466
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
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: Business services: law, marketing, consulting, recruitment, printing and security 📦
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: Other
Awarding authority name: Commission for Communications Regulation (ComReg),
Postal address: One Dockland Central, Guild Street, Dublin 1, Ireland, D01 E4X0
Postal code: Dublin
Postal town: Dublin
Contact
Internet address: https://www.comreg.ie/ 🌏
E-mail: karen.cumiskey@comreg.ie 📧
Phone: +353 18049600 📞
Fax: +353 18049665 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=230902&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=230902&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2022-12-16 📅
Submission deadline: 2023-02-06 📅
Publication date: 2022-12-21 📅
Identifiers
Notice number: 2022/S 246-711324
OJ-S issue: 246
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.
Show more
Object
Scope of the procurement
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
Show more
For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
Short description:
• 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.
Show more
Duration: 48 months
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.
Show more
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/
Information about a particular profession: Services
Reference to relevant legislative or regulatory provisions:
Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/
Contract execution
Contract performance conditions:
Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/
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: 2023-02-06 📅
Tender opening time: 17:00
Place: Please refer to procurement documentation on Contract Notice RFT # 229999 https://www.etenders.gov.ie/
Additional information: At least two ComReg officials are required to unlock the e-postbox
Contracting authority
Identity
National registration number: 9614619A
Other type of contracting authority: Public Body
Contact
Contact point: Karen Cumiskey
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/559 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=230902&B=ETENDERS_SIMPLE 🌏
Complementary information
Review body
Name: The High Court of Ireland
Postal town: Dublin
Country: Ireland 🇮🇪
Information about review deadlines: Please consult your own legal advisors.
Source: OJS 2022/S 246-711324 (2022-12-16)
Additional information (2023-01-20)
Object
Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: Customer services 📦
Reference
Dates
Date dispatched: 2023-01-20 📅
Publication date: 2023-01-25 📅
Identifiers
Notice number: 2023/S 018-049601
Refers to notice: 2022/S 246-711324
OJ-S issue: 18
Additional information
Object
Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: Customer services 📦
Reference
Dates
Date dispatched: 2023-01-20 📅
Publication date: 2023-01-25 📅
Identifiers
Notice number: 2023/S 018-049601
Refers to notice: 2022/S 246-711324
OJ-S issue: 18
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 optional extensions), being an estimated total for entire possible 7 years.
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: 6 125 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2023-05-12 📅
Publication date: 2023-05-17 📅
Identifiers
Notice number: 2023/S 095-292307
OJ-S issue: 95
Procedure
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
Award of contract
Date of contract conclusion: 2023-04-17 📅
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 📧
Internet address: http://www.arise-europe.com 🌏
Total value of the procurement: 6 125 000 EUR 💰
Information about tenders
Number of tenders received: 3
Reference
Additional information
Source: OJS 2023/S 095-292307 (2023-05-12)
Object
Scope of the procurement
Total value of the procurement: 6 125 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Reference
Dates
Date dispatched: 2023-05-12 📅
Publication date: 2023-05-17 📅
Identifiers
Notice number: 2023/S 095-292307
OJ-S issue: 95
Procedure
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
Award of contract
Date of contract conclusion: 2023-04-17 📅
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 📧
Internet address: http://www.arise-europe.com 🌏
Total value of the procurement: 6 125 000 EUR 💰
Information about tenders
Number of tenders received: 3
Reference
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 (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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