Front-line support services

Electricity Supply Board ( ESB )

A framework agreement for Front-line customer support services in the mediums of call, message, email, letter and social media support and management for all services provided by ESB ecars in the current markets of Ireland, Northern Ireland, and Great Britain.

Deadline

The time limit for receipt of tenders was 2023-02-22. The procurement was published on 2023-01-19.

Who? What? Where?
Procurement history
Date Document
2023-01-19 Contract notice
Contract notice (2023-01-19)
Object
Scope of the procurement
Title: Call centre
Reference number: SSCON6332
Short description:
A framework agreement for Front-line customer support services in the mediums of call, message, email, letter and social media support and management for all services provided by ESB ecars in the current markets of Ireland, Northern Ireland, and Great Britain.
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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: Call centre 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: Electricity Supply Board ( ESB )
Postal address: 27 Fitzwilliam Street Lower
Postal code: Dublin
Postal town: Dublin
Contact
Internet address: http://www.esb.ie 🌏
E-mail: rhonda.lennon3@esb.ie 📧
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=232122&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=232122&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2023-01-19 📅
Submission deadline: 2023-02-22 📅
Publication date: 2023-01-24 📅
Identifiers
Notice number: 2023/S 017-047785
OJ-S issue: 17
Additional information
Additional information Interested parties must register their interest on the e-Tenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting entity will not accept responsibility for information relayed (or not relayed) via third parties 2) This is the sole call for competition for this service. 3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers. 4) Contract award will be subject to the approval of the competent authorities. 5) It will be a condition of award that candidates are tax compliant. 6) If for any reason it is not possible to admit to the framework agreement one or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract under the framework agreement, the contracting entity reserves the right to invite the next highest scoring tenderer to join the framework agreement and/or deliver the contract as appropriate to the circumstances pertaining to the framework. 7) At its absolute discretion, the contracting entity may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time. 8) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words "or equivalent" will always be appended. 9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition. 10) At Section II.2.9 we have indicated that 5 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 5 applicants subject to that number qualifying.
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Object
Scope of the procurement
Duration: 36 months
Description of options:
The duration of the framework agreement will be for 3 years with an option, at the discretion of ESB, to extend for up to a further 48 months, in one or more increments.
Place of performance
Main site or place of performance: Ireland

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 231141
List and brief description of rules and criteria:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 231141
Contract execution
Deposits and guarantees required:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 231141
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them: As per the tender documents
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
Where a grouping of service providers express interest in this process, it is a requirement of ESB that one member of the group accepts full contractual responsibility for the delivery of services. Where appropriated the intended contractually responsible member of any grouping or consortium must be identified in responding to this notice.
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Procedure
Legal basis: 32014L0025
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates: As per PQQ document
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Rhonda Lennon
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=232122&B=ETENDERS_SIMPLE 🌏

Reference
Additional information
Additional information
Interested parties must register their interest on the e-Tenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting entity will not accept responsibility for information relayed (or not relayed) via third parties
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2) This is the sole call for competition for this service.
3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the framework agreement one or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract under the framework agreement, the contracting entity reserves the right to invite the next highest scoring tenderer to join the framework agreement and/or deliver the contract as appropriate to the circumstances pertaining to the framework.
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7) At its absolute discretion, the contracting entity may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time.
8) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words "or equivalent" will always be appended.
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9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.
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10) At Section II.2.9 we have indicated that 5 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 5 applicants subject to that number qualifying.

Complementary information
Review body
Name: Chief Registrar
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: http://www.courts.ie 🌏
Source: OJS 2023/S 017-047785 (2023-01-19)
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