Case Management System and Online Customer Web Portal
Financial Services and Pensions Ombudsman_548
In summary, the Services comprises: Procurement and implementation of a Complaints Management System (CMS) that includes a user-friendly front-end web portal for both customers (individuals and business entities alike), along with a robust back-end workflow system to efficiently manage and resolve cases. The CMS will serve as a central platform for complaint submission, tracking, and resolution, enhancing our ability to deliver timely and effective responses to all stakeholders. The request is also seeking a service support agreement for 3 years after the service is implemented. Estimated value of the contract over the full term is €2M-€5M.
DeadlineThe time limit for receipt of tenders was 2024-11-27. The procurement was published on 2024-10-15.
Who? What? Where?
Procurement history
| Date | Document |
|---|---|
| 2024-10-15 | Contract notice |
Contract notice (2024-10-15)
Object
Scope of the procurement
Title: Case Management System and Online Customer Web Portal
Short description:
“In summary, the Services comprises: Procurement and implementation of a Complaints Management System (CMS) that includes a user-friendly front-end web...”
Show more
Type of contract: Services
Products/services: IT services: consulting, software development, Internet and support 📦
Estimated value excluding VAT: 3 000 000 EUR 💰
Information about lots
Tenders may be submitted for maximum number of lots: 0
Description
Internal identifier: 0
Estimated value excluding VAT: 3 000 000 EUR 💰
Description of the procurement:
“In summary, the Services comprises: Procurement and implementation of a Complaints Management System (CMS) that includes a user-friendly front-end web...”
Show more
Type of contract: Services
Products/services: IT services: consulting, software development, Internet and support 📦
Title
Lot Identification Number: LOT-0001
Description
Place of performance: Dublin 🏙️
Town: Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Country: Ireland 🇮🇪
Procedure
Type of procedure
Open procedure ✅
Legal basis: Directive 2014/24/EU
Administrative information
Time limit for receipt of tenders or requests to participate: 2024-11-27 17:00:00 📅
Conditions for opening of tenders: 2024-11-27 17:30:00 📅
Conditions for opening of tenders (place): https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=4497468
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tendering terms
Tenderers may submit more than one tender
Opening date: 2024-11-27 17:30:00 📅
Place:
“https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=4497468”
Languages in which tenders or requests to participate may be submitted: English 🗣️
Electronic invoicing: Allowed
Legal, economic, financial and technical information
Conditions for participation
Exclusion ground: partic-confl
Contracting authority
Name and addresses
Name: Financial Services and Pensions Ombudsman_548
National registration number: Financial Services and Pensions Ombudsman
Postal address: Lincoln House, Lincoln Place, Dublin 2
Postal code: D02 VH29
Postal town: Dublin
Country: Ireland 🇮🇪
E-mail: clive.brooks@fspo.ie 📧
Phone: 015677044 📞
URL: www.fspo.ie 🌏
Address of the buyer profile: www.fspo.ie 🌏
Type of the contracting authority
Body governed by public law
Main activity
Economic and financial affairs
Communication
Documents URL: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=4497468 🌏
Participation URL: https://www.etenders.gov.ie/epps/cft/viewTenders.do?resourceId=4497468 🌏
Electronic submission: Required
Complementary information
Review body
Name: The High Court of Ireland
National registration number: The High Court of Ireland
Department: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 1 8886000 📞
Information about electronic workflows
Electronic invoicing will be accepted
Source: OJS 2024/S 203-630450 (2024-10-15)
Object
Scope of the procurement
Title: Case Management System and Online Customer Web Portal
Short description:
“In summary, the Services comprises: Procurement and implementation of a Complaints Management System (CMS) that includes a user-friendly front-end web...”
Type of contract: Services
Products/services: IT services: consulting, software development, Internet and support 📦
Estimated value excluding VAT: 3 000 000 EUR 💰
Information about lots
Tenders may be submitted for maximum number of lots: 0
Description
Internal identifier: 0
Estimated value excluding VAT: 3 000 000 EUR 💰
Description of the procurement:
“In summary, the Services comprises: Procurement and implementation of a Complaints Management System (CMS) that includes a user-friendly front-end web...”
Type of contract: Services
Products/services: IT services: consulting, software development, Internet and support 📦
Title
Lot Identification Number: LOT-0001
Description
Place of performance: Dublin 🏙️
Town: Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Country: Ireland 🇮🇪
Procedure
Type of procedure
Open procedure ✅
Legal basis: Directive 2014/24/EU
Administrative information
Time limit for receipt of tenders or requests to participate: 2024-11-27 17:00:00 📅
Conditions for opening of tenders: 2024-11-27 17:30:00 📅
Conditions for opening of tenders (place): https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=4497468
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tendering terms
Tenderers may submit more than one tender
Opening date: 2024-11-27 17:30:00 📅
Place:
“https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=4497468”
Languages in which tenders or requests to participate may be submitted: English 🗣️
Electronic invoicing: Allowed
Legal, economic, financial and technical information
Conditions for participation
Exclusion ground: partic-confl
Contracting authority
Name and addresses
Name: Financial Services and Pensions Ombudsman_548
National registration number: Financial Services and Pensions Ombudsman
Postal address: Lincoln House, Lincoln Place, Dublin 2
Postal code: D02 VH29
Postal town: Dublin
Country: Ireland 🇮🇪
E-mail: clive.brooks@fspo.ie 📧
Phone: 015677044 📞
URL: www.fspo.ie 🌏
Address of the buyer profile: www.fspo.ie 🌏
Type of the contracting authority
Body governed by public law
Main activity
Economic and financial affairs
Communication
Documents URL: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=4497468 🌏
Participation URL: https://www.etenders.gov.ie/epps/cft/viewTenders.do?resourceId=4497468 🌏
Electronic submission: Required
Complementary information
Review body
Name: The High Court of Ireland
National registration number: The High Court of Ireland
Department: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 1 8886000 📞
Information about electronic workflows
Electronic invoicing will be accepted
Source: OJS 2024/S 203-630450 (2024-10-15)
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