24/042 Multi-Supplier Framework for the Provision of IT Customer Services
Uisce Éireann
The Contracting Entity is undertaking a competition for a framework for the following, divided into the following lots: Lot 1 Service Desk; Lot 2 Deskside Resources; Lot 3 Mobile Response and Logistics; Lot 4 Specialist Device Support. The framework is for [5] years with [3] annual extensions (5+1+1+1). Full details are contained in the attached procurement documents.
DeadlineThe time limit for receipt of tenders was 2025-04-28. The procurement was published on 2025-03-25.
Who? What?- • Computer support services › Technical computer support services
- • Data-processing services › Data network management and support services
- • Helpdesk and support services › Helpdesk services
- • Helpdesk and support services › Systems support services
- • Information systems or technology strategic review and planning services › Information technology services
- • Post and courier services › Courier services
- • Systems analysis and programming services › Systems consultancy services
- • Aττική › Βόρειος Τομέας Αθηνών
- • Eastern and Midland › Dublin
Procurement history
| Date | Document |
|---|---|
| 2025-03-25 | Contract notice |
| 2025-04-04 | Contract notice |
Contract notice (2025-03-25)
Object
Scope of the procurement
Title: 24/042 Multi-Supplier Framework for the Provision of IT Customer Services
Short description:
Type of contract: Services
Products/services: Information technology services 📦
Other restrictions on the place of performance: Anywhere in the given country
Information about lots
This contract is divided into lots ✅
Maximum number of lots that may be awarded to one tenderer: 4
Tenders may be submitted for maximum number of lots: 4
Tenders may be submitted for all lots ✅
1️⃣
Internal identifier:
Title: Lot 1 - Service Desk
Estimated value excluding VAT: 19918699.19 EUR 💰
Description of the procurement:
Additional information:
Type of contract: Services
Products/services: Information technology services 📦
Additional products/services:
Country: Ireland 🇮🇪
Duration: 8 years
Maximum renewals: 3
Title
Lot Identification Number:
2️⃣
Internal identifier:
Title: Lot 2 - Deskside Support
Estimated value excluding VAT: 13821138.21 EUR 💰
Description of the procurement:
Title
Lot Identification Number:
3️⃣
Internal identifier:
Title: Lot 3 - Mobile Response and Logistics
Estimated value excluding VAT: 2154471.54 EUR 💰
Description of the procurement:
Title
Lot Identification Number:
4️⃣
Internal identifier:
Title: Lot 4 - Specialist Device Support
Estimated value excluding VAT: 3252032.52 EUR 💰
Description of the procurement:
Title
Lot Identification Number:
Scope of the procurement
Additional products/services:
Procedure
Type of procedure
Negotiated procedure with prior call for competition ✅
Legal basis: Directive 2014/25/EU
Administrative information
Time limit for receipt of tenders or requests to participate: 2025-04-28 12:00:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Information about a framework agreement or a dynamic purchasing system
Framework agreement with a single operator ✅
Tendering terms
Tenderers may submit more than one tender
Languages in which tenders or requests to participate may be submitted: English 🗣️
The contract has performance execution conditions ✅
Legal, economic, financial and technical information
Conditions related to the contract
Contract performance conditions: please refer to tender docs
Contracting authority
Name and addresses
Name: Uisce Éireann
National registration number:
Postal code: Dublin
Postal town: Dublin
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: tenders@water.ie 📧
Phone: 0214239000 📞
Address of the buyer profile: https://www.water.ie 🌏
Type of the contracting authority
Body governed by public law
Main activity
General public services
Water
Communication
Documents URL: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=5342039 🌏
Participation URL: https://www.etenders.gov.ie/epps/cft/viewTenders.do?resourceId=5342039 🌏
Electronic submission: Required
Complementary information
Review body
Name: The High Court of Ireland
National registration number:
Department: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 1 8886000 📞
Service from which information about the review procedure may be obtained
Name: The High Court of Ireland
National registration number:
Department: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 1 8886000 📞
Source: OJS 2025/S 060-195145 (2025-03-25)
Object
Scope of the procurement
Title: 24/042 Multi-Supplier Framework for the Provision of IT Customer Services
Short description:
The Contracting Entity is undertaking a competition for a framework for the following, divided into the following lots: Lot 1 Service Desk; Lot 2 Deskside Resources; Lot 3 Mobile Response and Logistics; Lot 4 Specialist Device Support. The framework is for [5] years with [3] annual extensions (5+1+1+1). Full details are contained in the attached procurement documents.
Show more
Products/services: Information technology services 📦
Other restrictions on the place of performance: Anywhere in the given country
Information about lots
This contract is divided into lots ✅
Maximum number of lots that may be awarded to one tenderer: 4
Tenders may be submitted for maximum number of lots: 4
Tenders may be submitted for all lots ✅
1️⃣
Internal identifier:
1
Title: Lot 1 - Service Desk
Estimated value excluding VAT: 19918699.19 EUR 💰
Description of the procurement:
The successful Tenderer needs to be capable of providing a full-service IT Service Desk. Key focuses of the services (but not limited to) will be:
First line IT support for all Uisce Éireann users.
First time fix focus.
Proactive Incident & Request ticket management.
A core focus on User Satisfaction and continuous service improvement.
A focus on knowledge management from and end user (self service enablement) and back office perspective.
Full details are contained in the attached procurement documents.
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You must submit through the etenders system before the deadline. The submission deadline is strict & no submissions will be possible after the date & time specified in the PQQ documents. Please note that all tenders are electronic, as such NO paper copies will be accepted or read. Please submit via the etenders system not later than 12:00 hrs local time on Monday 28th April 2025. The estimated values in this eForm are dependent on needs and budgetary resources, only indicative and are not binding on the Contracting Entity. If the estimated values are equal to or greater than EUR 250 million, any economic operators participating in this public procurement procedure shall notify the contracting entity of all foreign financial contributions as defined in Article 28(1), point (b) of Regulation (Eu) 2022/2560 on foreign subsidies distorting the internal market.
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Products/services: Information technology services 📦
Additional products/services:
Duration: 8 years
Maximum renewals: 3
Title
Lot Identification Number:
LOT-0001
2️⃣
Internal identifier:
2
Title: Lot 2 - Deskside Support
Estimated value excluding VAT: 13821138.21 EUR 💰
Description of the procurement:
Onsite IT Engineers across Uisce Éireann’s nationwide offices and locations providing Level 2+ end user facing support. These resources will be based in core “hubs” in Dublin, Cork and Galway with scheduled visits to each of our other locations.
Full details are contained in the attached procurement documents..
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Lot Identification Number:
LOT-0002
3️⃣
Internal identifier:
3
Title: Lot 3 - Mobile Response and Logistics
Estimated value excluding VAT: 2154471.54 EUR 💰
Description of the procurement:
Travelling support engineers that can support users across all UÉ sites within an agreed SLA. Logistics support to configure and transport user devices and IT equipment to and from users and UÉ locations nationwide.
Full details are contained in the attached procurement documents.
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Lot Identification Number:
LOT-0003
4️⃣
Internal identifier:
4
Title: Lot 4 - Specialist Device Support
Estimated value excluding VAT: 3252032.52 EUR 💰
Description of the procurement:
Providing Level 3 (expert) support and Subject Matter Expertise for all Uisce Éireann user devices. This includes specialist expertise in the provisioning and maintenance of field force devices. It will include SME resources to support both strategic and tactical programmes of work in the mobility ecosystem.
Full details are contained in the attached procurement documents.
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Lot Identification Number:
LOT-0004
Scope of the procurement
Additional products/services:
Procedure
Type of procedure
Negotiated procedure with prior call for competition ✅
Legal basis: Directive 2014/25/EU
Administrative information
Time limit for receipt of tenders or requests to participate: 2025-04-28 12:00:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Information about a framework agreement or a dynamic purchasing system
Framework agreement with a single operator ✅
Tendering terms
Tenderers may submit more than one tender
Languages in which tenders or requests to participate may be submitted: English 🗣️
The contract has performance execution conditions ✅
Legal, economic, financial and technical information
Conditions related to the contract
Contract performance conditions: please refer to tender docs
Contracting authority
Name and addresses
Name: Uisce Éireann
National registration number:
000
Postal code: Dublin
Postal town: Dublin
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: tenders@water.ie 📧
Phone: 0214239000 📞
Address of the buyer profile: https://www.water.ie 🌏
Type of the contracting authority
Body governed by public law
Main activity
General public services
Water
Communication
Documents URL: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=5342039 🌏
Participation URL: https://www.etenders.gov.ie/epps/cft/viewTenders.do?resourceId=5342039 🌏
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
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 1 8886000 📞
Service from which information about the review procedure may be obtained
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
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: highcourtcentraloffice@courts.ie 📧
Phone: +353 1 8886000 📞
Source: OJS 2025/S 060-195145 (2025-03-25)
Contract notice (2025-04-04)
Object
Description
Estimated value excluding VAT: 39146341.46 EUR 💰
Description of the procurement:
Estimated value excluding VAT: 39146341.46 EUR 💰
39146341.46 EUR 💰
39146341.46 EUR 💰
Procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2025-05-06 17:00:00 📅
Changes
Other additional information
Information about modifications
Version of the previous notice to be changed: ec742a99-15c0-45b8-b261-2081d049d39c-01
Source: OJS 2025/S 068-222772 (2025-04-04)
Object
Description
Estimated value excluding VAT: 39146341.46 EUR 💰
Description of the procurement:
The Contracting Entity is undertaking a competition for a framework for the following, divided into the following lots: Lot 1 Service Desk; Lot 2 Deskside Resources; Lot 3 Mobile Response and Logistics; Lot 4 Specialist Device Support. The framework is for [5] years with [3] annual extensions (5+1+1+1). Full details are contained in the attached procurement documents.
Show more
39146341.46 EUR 💰
39146341.46 EUR 💰
Procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2025-05-06 17:00:00 📅
Changes
Other additional information
Please note Submission is now not later than 17:00hrs (local time) Tuesday 6th of
May 2025
Main reason for change: Information updated
Information about modifications
Version of the previous notice to be changed: ec742a99-15c0-45b8-b261-2081d049d39c-01
Source: OJS 2025/S 068-222772 (2025-04-04)
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