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Title attributed to the contract by the contracting entity: Provision of Appliance Servicing, Boiler Installation and related Services. Bord Gáis, acting through its Energy Supply division currently provides appliance servicing products to customers through a standalone business unit known as Appliance Servicing. This unit is currently responsible for marketing and delivering maintenance and repair services on natural gas appliances – predominantly boilers. Following an operational review of the Appliance Servicing business, a decision has been made to outsource parts of the operation in order to: — Drive greater efficiencies, — Deliver increased scalability for new business going forward, — Support Bord Gáis’s overarching outsourcing strategy. The current structure of the Appliance Servicing operation is organised around: — Service Engineers: The delivery of servicing and repair work via 66 self-employed service engineers. It is anticipated that this will extend also to installation and maintenance and testing services, — Spare Parts: The provision of spare parts through an independent heating supplies company with nation-wide presence, — Bord Gáis Energy Back Office: The planning of service engineer jobs, management and liaison with spare parts, customer billing and complaint management, — Contact Centre: An outsourced outbound and inbound contact centre operation responsible for handling customer queries and booking appointments, — Field operations: A small team of individuals employed by Bord Gáis Energy, responsible for service engineer recruitment, technical support and quality assurance. Bord Gáis now wishes to invite expressions of interest from candidates who wish to provide certain services relative to the Appliance Servicing business; the services which are are expected to be outsourced are: — The service delivery and logistics management associated with the service engineer function, — Supply and management of equipment, appliances and spare parts, — Various administrative tasks included in these functions. It is envisaged that the existing Appliance Servicing business may be expanded to cover electricity and other energy appliances and boilers. The services which will be required of the outsource partner will cover all such appliances and boilers and will not be limited to natural gas appliances. Bord Gáis Energy anticipates that it will retain the following activities: — The marketing and selling of the products, — Customer billing and cash collection, — The existing outsourced contact centre, — Level of Bord Gáis back office support, — Q & A function. In line with Bord Gáis Energy’s vision to evolve the Appliance Servicing proposition into a wider Energy Services offering, Bord Gais proposes to introduce new product offerings in the latter part of 2009. These new products which the outsource partner may be required to provide include: boiler replacement; system upgrade; complete system re-fit and wet-side repair services. The outsource partner will be required to deliver services throughout the island of Ireland. A more detailed description of the geographic scope of the required services will be set out in the contract documents. It is Bord Gáis’s intention that the contract will be awarded as one LOT. The contract will be for a 3 year period with an option to extend the contract by no more than two years (subject to certain termination rights for Bord Gais). A more detailed description of the services and future services required of the outsource partner will be confirmed in the contract documents to be issued in the course of the competition. In particular the range of activities for which Bord Gais retains responsibility (an indicative list of which is set out above) will be confirmed in the contract documents issued in the course of the competition. Bord Gáis Energy’s commitment to delivering quality service to customers requires a flexible, dynamic, and customer focused partner, ensuring that as customer and market needs change, this commitment to quality service delivery continues. To register your interest in this notice and obtain any additional information please visit the eTenders Web Site at
http://www.etenders.gov.ie/Search/Search_Switch.aspx?ID=82878.