Request for Tenders for the provision of a Cloud-based Customer Service Solution under a Single Party Framework Agreement

Department of Justice

The Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice and its Agencies.
The system would comprise
โ€ข The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice.
โ€ข Real-time online conversation assistance using a Chatbot.
โ€ข An appointments booking system
โ€ข Self-service system for customers to interact with the services.
While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).

Deadline
The time limit for receipt of tenders was 2023-05-05. The procurement was published on 2023-03-24.

Who?

What?

Where?

Procurement history
Date Document
2023-03-24 Contract notice
2023-04-04 Additional information
2023-05-05 Additional information
Contract notice (2023-03-24)
Contracting authority
Name and addresses
Name: Department of Justice
National registration number: N/a
Postal address: 51 St. Stephen's Green
Postal town: Dublin
Postal code: D02 HK52
Country: Ireland ๐Ÿ‡ฎ๐Ÿ‡ช
Contact person: Fiona Kelly
Phone: +353 872931066 ๐Ÿ“ž
E-mail: fikelly@justice.ie ๐Ÿ“ง
Region: Dublin ๐Ÿ™๏ธ
URL: http://www.justice.ie ๐ŸŒ
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1122 ๐ŸŒ
Communication
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=238007&B=ETENDERS_SIMPLE ๐ŸŒ
Participation URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=238007&B=ETENDERS_SIMPLE ๐ŸŒ

Object
Scope of the procurement
Title:
โ€œRequest for Tenders for the provision of a Cloud-based Customer Service Solution under a Single Party Framework Agreementโ€
Products/services: IT services: consulting, software development, Internet and support ๐Ÿ“ฆ
Short description:
โ€œThe Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice...โ€    Show more
Estimated value excluding VAT: EUR 8 000 000 ๐Ÿ’ฐ

1๏ธโƒฃ
Additional products/services: Information systems ๐Ÿ“ฆ
Additional products/services: Information technology services ๐Ÿ“ฆ
Additional products/services: Software support services ๐Ÿ“ฆ
Additional products/services: Software development services ๐Ÿ“ฆ
Additional products/services: Software implementation services ๐Ÿ“ฆ
Additional products/services: Software supply services ๐Ÿ“ฆ
Place of performance: Dublin ๐Ÿ™๏ธ
Description of the procurement:
โ€œThe Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice...โ€    Show more
Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Scope of the procurement
Estimated total value excluding VAT: EUR 8 000 000 ๐Ÿ’ฐ
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 84
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal โœ…
Description
Description of renewals: Prior to the end of the framework being put in place under this competition

Legal, economic, financial and technical information
Conditions for participation
List and brief description of conditions: Please see RFT ID 236746 on www.etenders.gov.ie and the associated documents.
Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents

Procedure
Type of procedure
Open procedure
Information about a framework agreement or a dynamic purchasing system
Framework agreement with a single operator
Description
In the case of framework agreements, provide justification for any duration exceeding 8 years:
โ€œDue to the financial commitment and strategic importance of the required software solution, which will become embedded in the organisation structure.โ€
Administrative information
Time limit for receipt of tenders or requests to participate: 2023-05-05 12:00 ๐Ÿ“…
Languages in which tenders or requests to participate may be submitted: English ๐Ÿ—ฃ๏ธ
The time frame below is expressed in number of months.
Minimum time frame during which the tenderer must maintain the tender: 12
Conditions for opening of tenders: 2023-05-05 12:00 ๐Ÿ“…

Complementary information
Additional information

โ€œ1) Interested parties must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for...โ€    Show more
Review body
Name: High Court
Postal address: Four Courts
Postal town: Dublin
Country: Ireland ๐Ÿ‡ฎ๐Ÿ‡ช
Phone: +353 188866000 ๐Ÿ“ž
E-mail: highcourtcentraloffice@courts.ie ๐Ÿ“ง
URL: www.courts.ie ๐ŸŒ
Source: OJS 2023/S 063-186758 (2023-03-24)
Additional information (2023-04-04)

Complementary information
Original notice reference
Notice number in the OJ S: 2023/S 063-186758

Changes
Text to be corrected in the original notice
Section number: IV.2.2
Place of text to be modified: Time limit for receipt of tenders or requests to participate
Old value
Date: 2023-05-05 ๐Ÿ“…
Time: 12:00
New value
Date: 2023-05-19 ๐Ÿ“…
Time: 12:00
Text to be corrected in the original notice
Section number: IV.2.7
Place of text to be modified: Conditions for opening of tenders
Old value
Date: 2023-05-05 ๐Ÿ“…
Time: 12:00
New value
Date: 2023-05-19 ๐Ÿ“…
Time: 12:00
Other additional information

โ€œThe date of RFT closure and deadline for tender response submissions has been changed from noon on 5th May 2023 to noon on 19th May 2023.โ€
Source: OJS 2023/S 070-211406 (2023-04-04)
Additional information (2023-05-05)

Changes
Text to be corrected in the original notice
Section number: IV.2.2
Place of text to be modified: Time limit for receipt of tenders or requests to participate
Old value
Date: 2023-05-05 ๐Ÿ“…
Time: 12:00
New value
Date: 2023-05-26 ๐Ÿ“…
Time: 12:00
Text to be corrected in the original notice
Section number: IV.2.7
Place of text to be modified: Conditions for opening of tenders
Old value
Date: 2023-05-05 ๐Ÿ“…
Time: 12:00
New value
Date: 2023-05-26 ๐Ÿ“…
Time: 12:00
Source: OJS 2023/S 090-279166 (2023-05-05)