IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin

Education Procurement Service (EPS)

Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management service. The proposed implementation must be able to meet timelines and supplier must have experience in the sector. The new platform should be available for immediate use and legacy information should be available for querying and reporting. The new Enquiry and Case Management System must integrate with key University systems, allowing efficient data flows. The proposed solution must provide efficient, integrated workflows and facilitate different users and offer an intuitive online interface and the use of AI. The Academic Registry is the largest user of the current enquiry management system in the University, with approximately 100,000 enquiries annually. SID Case Management is the operational management tool for the Disability Service The current system is an on-premises deployment of SID (Student Information Desk – Tribal Product). The proposed Enquiry Management and Case Management system to fully replace this. Specifically, it must enhance the management of student enquiries and cases, improve efficiency, communication, and user experience, and fulfil the requirements, detailed below, for the following functional areas: 1. streamline the enquiry and case management process. 2. provide a centralized system for tracking and resolving student enquiries. 3. leverage AI for improved response times and data insights. 4. generate reports and analytics for continuous improvement. These areas must be serviced by the following activities: · Enquiry Management – being able to capture, categorise, prioritise and assign enquiries and workflow management capability. · Case Management – case creation, history and time tools and ability to collaborate on cases within a system. · AI Automation Features – Chatbot integration, sentiment analysis and predictive analytics. · Knowledge and FAQ Management – creating a knowledge base and FAQ resources with easy update features, self-service option for customers to find the answers independently. · Reporting and Analytics – Dashboard reporting capabilities and ability to customise reports. · User Management. · Integration with existing systems and API availability for future integrations. · Compliance and Security. · Accessibility and User Experience. · Modular Design – to allow for scaling and expansion of service in the future. The proposed service must adhere to the University’s technical and security requirements as further detailed below. Tenderers will provide a realistic draft implementation plan, provide training and ongoing support based on a robust service-level agreement, and work with the University to achieve its ambitious goals to reduce its climate and environmental impacts, including through its supply chains and supported by evidence. The University looks forward to engaging with the successful tenderer, to progress the University’s strategic goals. Please see Section A for further information on detailed requirements.

Deadline

The time limit for receipt of tenders was 2025-02-11. The procurement was published on 2025-01-10.

Who?

• Education Procurement Service (EPS)

What?

Where?

• Aττική › Βόρειος Τομέας Αθηνών
• Eastern and Midland › Dublin

Procurement history

Date	Document
2025-01-10	Contract notice

Contract notice (2025-01-10)
Object
Scope of the procurement
Title: IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin
Short description:
“Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management...”

Short description

Type of contract: Services
Products/services: Information systems or technology strategic review and planning services 📦
Estimated value excluding VAT: 1 130 523 EUR 💰
Description
Internal identifier: 0
Description of the procurement:
“Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management...”

Description of the procurement

Type of contract: Services
Products/services: Information systems or technology strategic review and planning services 📦
Additional products/services: Educational software development services 📦
Maintenance of information technology software 📦
Database and operating software development services 📦
Data security software development services 📦
Data services 📦
Data network management and support services 📦
Country: Ireland 🇮🇪
Place of performance: Dublin 🏙️
Duration: 5 (YEAR)
The time frame below is expressed in number of years.
Title
Lot Identification Number: LOT-0001
Scope of the procurement
Additional products/services: Educational software development services 📦
Maintenance of information technology software 📦
Database and operating software development services 📦
Data security software development services 📦
Data services 📦
Data network management and support services 📦

Procedure
Type of procedure
Open procedure ✅
Legal basis: Directive 2014/24/EU
Administrative information
Time limit for receipt of tenders or requests to participate: 2025-02-11 12:00:00 📅
Conditions for opening of tenders: 2025-02-11 12:30:00 📅
Conditions for opening of tenders (place): https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=4936955
Languages in which tenders or requests to participate may be submitted: English 🗣️
Minimum time frame during which the tenderer must maintain the tender: 12
Tendering terms
Tenderers may submit more than one tender
Opening date: 2025-02-11 12:30:00 📅
Place:
“https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=4936955”
Languages in which tenders or requests to participate may be submitted: English 🗣️
Electronic invoicing: Allowed

Legal, economic, financial and technical information
Conditions for participation
List and brief description of rules and criteria:
“Please see RFT Documents for further information”
Exclusion ground: nati-ground

Contracting authority
Name and addresses
Name: Education Procurement Service (EPS)
National registration number: IE 6609370 G
Postal address: Castletroy Limerick
Postal code: V94 DK53
Postal town: Limerick
Region: Dublin 🏙️
Country: Ireland 🇮🇪
E-mail: info@educationprocurementservice.ie 📧
Phone: 061233715 📞
URL: https://www.educationprocurementservice.ie/ 🌏
Address of the buyer profile: https://www.educationprocurementservice.ie/ 🌏
Type of the contracting authority
Body governed by public law
Main activity
Education
Communication
Documents URL: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=4936955 🌏
Participation URL: https://www.etenders.gov.ie/epps/cft/viewTenders.do?resourceId=4936955 🌏
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 📞
Review procedure
Precise information on deadline(s) for review procedures:
“Please see RFT Document”
Information about electronic workflows
Electronic invoicing will be accepted
Source: OJS 2025/S 009-022768 (2025-01-10)

New procurements in related categories 🆕

IT services: consulting, software development, Internet and support (>20 new procurements)

Software programming and consultancy services (>20)

Systems and technical consultancy services (13)

Information systems or technology strategic review and planning services (4)