IT3507C- CFT for the Provision of a Customer Support Software and Ticketing System for the Education Shared Business Services (ESBS)
Education Procurement Service (EPS)
Education Shared Business Services ESBS is now seeking proposals from qualified tenderers for the supply, installation, configuration, and support of a Customer Support Software and Ticketing System. ESBS currently has five business units Higher Education Payroll Shared Services, ETB Apprentices and Learners, ETB Payroll, ETB Finance, ETB Data and Reporting Each Business unit operates independently and has unique workflows, processes, and support structures. Therefore, it is essential that the chosen software provides individual, configurable instances for each business unit, allowing for tailored configurations without compromising the consistency or integrity of the underlying platform. The system will be a single helpdesk software platform that can be deployed across all Five business units. This approach ensures operational flexibility for each business unit while maintaining platform consistency and leveraging shared IT resources efficiently in ESBS.
DeadlineThe time limit for receipt of tenders was 2026-04-21. The procurement was published on 2026-03-20.
Who? What?- โข Financial analysis and accounting software package โบ Customer Relation Management software package
- โข System and support services โบ Helpdesk and support services
- โข Software-related services โบ Software supply services
- โข Aฯฯฮนฮบฮฎ โบ ฮฯฯฮตฮนฮฟฯ ฮคฮฟฮผฮญฮฑฯ ฮฮธฮทฮฝฯฮฝ
- โข Southern โบ South-West
- โข Eastern and Midland โบ Dublin
Procurement history
| Date | Document |
|---|---|
| 2026-03-20 | Contract notice |
| 2026-04-20 | Contract notice |
Contract notice (2026-03-20)
Object
Scope of the procurement
Title: IT3507C- CFT for the Provision of a Customer Support Software and Ticketing System for the Education Shared Business Services (ESBS)
Short description:
โEducation Shared Business Services ESBS is now seeking proposals from qualified tenderers for the supply, installation, configuration, and support of a...โ
Show more
Type of contract: Services
Products/services: Helpdesk and support services ๐ฆ
Estimated value excluding VAT: 400 000 EUR ๐ฐ
Description
Internal identifier: 0
Estimated value excluding VAT: 400 000 EUR ๐ฐ
Description of the procurement:
โEducation Shared Business Services ESBS is now seeking proposals from qualified tenderers for the supply, installation, configuration, and support of a...โ
Show more
Type of contract: Services
Products/services: Helpdesk and support services ๐ฆ
Additional products/services: Customer Relation Management software package ๐ฆ
Software-related services ๐ฆ
Software supply services ๐ฆ
Country: Ireland ๐ฎ๐ช
Place of performance: Dublin ๐๏ธ
Duration: 60 (MONTH)
The time frame below is expressed in number of months.
Title
Lot Identification Number: LOT-0001
Scope of the procurement
Additional products/services: Customer Relation Management software package ๐ฆ
Software-related services ๐ฆ
Software supply services ๐ฆ
Procedure
Type of procedure
Open procedure โ
Legal basis: Directive 2014/24/EU
Administrative information
Time limit for receipt of tenders or requests to participate: 2026-04-21 14:00:00 ๐
Conditions for opening of tenders: 2026-04-21 14:30:00 ๐
Conditions for opening of tenders (place): https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=7751595
Languages in which tenders or requests to participate may be submitted: English ๐ฃ๏ธ
Minimum time frame during which the tenderer must maintain the tender: 180
Tendering terms
Tenderers may submit more than one tender
Opening date: 2026-04-21 14:30:00 ๐
Place:
โhttps://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=7751595โ
Languages in which tenders or requests to participate may be submitted: English ๐ฃ๏ธ
Electronic invoicing: Allowed
Electronic ordering will be used โ
Electronic payment will be used โ
Deadline for requesting additional information: 2026-04-10 14:00:00 ๐
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: South-West ๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: info@educationprocurementservice.ie ๐ง
Phone: 061 233715 ๐
URL: https://www.educationprocurementservice.ie/ ๐
Address of the buyer profile: https://www.educationprocurementservice.ie/ ๐
Type of the contracting authority
Ministry or any other national or federal authority
Main activity
Education
Communication
Documents URL: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=7751595 ๐
Participation URL: https://www.etenders.gov.ie/epps/cft/viewTenders.do?resourceId=7751595 ๐
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 ๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: highcourtcentraloffice@courts.ie ๐ง
Phone: +353 1 8886000 ๐
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 ๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: highcourtcentraloffice@courts.ie ๐ง
Phone: +353 1 8886000 ๐
Information about electronic workflows
Electronic invoicing will be accepted
Electronic ordering will be used
Electronic payment will be used
Source: OJS 2026/S 057-198608 (2026-03-20)
Object
Scope of the procurement
Title: IT3507C- CFT for the Provision of a Customer Support Software and Ticketing System for the Education Shared Business Services (ESBS)
Short description:
โEducation Shared Business Services ESBS is now seeking proposals from qualified tenderers for the supply, installation, configuration, and support of a...โ
Type of contract: Services
Products/services: Helpdesk and support services ๐ฆ
Estimated value excluding VAT: 400 000 EUR ๐ฐ
Description
Internal identifier: 0
Estimated value excluding VAT: 400 000 EUR ๐ฐ
Description of the procurement:
โEducation Shared Business Services ESBS is now seeking proposals from qualified tenderers for the supply, installation, configuration, and support of a...โ
Type of contract: Services
Products/services: Helpdesk and support services ๐ฆ
Additional products/services: Customer Relation Management software package ๐ฆ
Software-related services ๐ฆ
Software supply services ๐ฆ
Country: Ireland ๐ฎ๐ช
Place of performance: Dublin ๐๏ธ
Duration: 60 (MONTH)
The time frame below is expressed in number of months.
Title
Lot Identification Number: LOT-0001
Scope of the procurement
Additional products/services: Customer Relation Management software package ๐ฆ
Software-related services ๐ฆ
Software supply services ๐ฆ
Procedure
Type of procedure
Open procedure โ
Legal basis: Directive 2014/24/EU
Administrative information
Time limit for receipt of tenders or requests to participate: 2026-04-21 14:00:00 ๐
Conditions for opening of tenders: 2026-04-21 14:30:00 ๐
Conditions for opening of tenders (place): https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=7751595
Languages in which tenders or requests to participate may be submitted: English ๐ฃ๏ธ
Minimum time frame during which the tenderer must maintain the tender: 180
Tendering terms
Tenderers may submit more than one tender
Opening date: 2026-04-21 14:30:00 ๐
Place:
โhttps://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=7751595โ
Languages in which tenders or requests to participate may be submitted: English ๐ฃ๏ธ
Electronic invoicing: Allowed
Electronic ordering will be used โ
Electronic payment will be used โ
Deadline for requesting additional information: 2026-04-10 14:00:00 ๐
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: South-West ๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: info@educationprocurementservice.ie ๐ง
Phone: 061 233715 ๐
URL: https://www.educationprocurementservice.ie/ ๐
Address of the buyer profile: https://www.educationprocurementservice.ie/ ๐
Type of the contracting authority
Ministry or any other national or federal authority
Main activity
Education
Communication
Documents URL: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=7751595 ๐
Participation URL: https://www.etenders.gov.ie/epps/cft/viewTenders.do?resourceId=7751595 ๐
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 ๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: highcourtcentraloffice@courts.ie ๐ง
Phone: +353 1 8886000 ๐
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 ๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: highcourtcentraloffice@courts.ie ๐ง
Phone: +353 1 8886000 ๐
Information about electronic workflows
Electronic invoicing will be accepted
Electronic ordering will be used
Electronic payment will be used
Source: OJS 2026/S 057-198608 (2026-03-20)
Contract notice (2026-04-20)
Object
Scope of the procurement
Estimated value excluding VAT: 400 000 EUR ๐ฐ
Description
400 000 EUR ๐ฐ
Procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2026-04-28 14:00:00 ๐
Conditions for opening of tenders: 2026-04-28 14:30:00 ๐
Tendering terms
Opening date: 2026-04-28 14:30:00 ๐
Changes
Other additional information
โThe revised submission date and time is 28th April 2026 at 14:00 hrs. Please ensure all submissions are made by the updated deadline.โ
Main reason for change: Information updated
Information about modifications
Version of the previous notice to be changed: cf1caaf2-8e58-4196-a4c9-0f63a1aab26d-01
Source: OJS 2026/S 078-276147 (2026-04-20)
Object
Scope of the procurement
Estimated value excluding VAT: 400 000 EUR ๐ฐ
Description
400 000 EUR ๐ฐ
Procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2026-04-28 14:00:00 ๐
Conditions for opening of tenders: 2026-04-28 14:30:00 ๐
Tendering terms
Opening date: 2026-04-28 14:30:00 ๐
Changes
Other additional information
โThe revised submission date and time is 28th April 2026 at 14:00 hrs. Please ensure all submissions are made by the updated deadline.โ
Main reason for change: Information updated
Information about modifications
Version of the previous notice to be changed: cf1caaf2-8e58-4196-a4c9-0f63a1aab26d-01
Source: OJS 2026/S 078-276147 (2026-04-20)
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