The Contracting Entity intends to procure a Conversation Platform (ref. number SSCON6947) that will handle customer queries via our digital channels including Email, Webchat, Messaging and Chatbots etc. It is proposed that the Contract will provide a cloud-based application that can be deployed across our digital assets including, but not limited to Websites and Mobile and Web Applications in line with ESB IT policies. This will be across all jurisdictions we serve, including the Republic of Ireland for Residential and Business, Northern Ireland and Great Britain. The functionality should include (but not limited to): four or more separate accounts that can be managed independently from each other, the solution should have differentiated administration rights for agents and managers and across separate instances or accounts, intelligent routing of emails, chats, and messages based on Electric Irelands requirements, real time and historic reporting, ability to log support calls 24/7 x 365 and integration with the CRM System (SAP), ESB's Website and Customer Portal, Microsoft Exchange and our App.
Deadline
The time limit for receipt of tenders was 2023-10-02.
The procurement was published on 2023-08-25.
Object Scope of the procurement
Title:
“SSCON6947 - Provision of a Conversation Platform that will provide Email, Webchat, Messaging and Chatbots etc”
Products/services: IT services: consulting, software development, Internet and support📦
Short description:
“The Contracting Entity intends to procure a Conversation Platform (ref. number SSCON6947) that will handle customer queries via our digital channels...”
Short description
The Contracting Entity intends to procure a Conversation Platform (ref. number SSCON6947) that will handle customer queries via our digital channels including Email, Webchat, Messaging and Chatbots etc. It is proposed that the Contract will provide a cloud-based application that can be deployed across our digital assets including, but not limited to Websites and Mobile and Web Applications in line with ESB IT policies. This will be across all jurisdictions we serve, including the Republic of Ireland for Residential and Business, Northern Ireland and Great Britain. The functionality should include (but not limited to): four or more separate accounts that can be managed independently from each other, the solution should have differentiated administration rights for agents and managers and across separate instances or accounts, intelligent routing of emails, chats, and messages based on Electric Irelands requirements, real time and historic reporting, ability to log support calls 24/7 x 365 and integration with the CRM System (SAP), ESB's Website and Customer Portal, Microsoft Exchange and our App.
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Estimated value excluding VAT: EUR 1 000 000 💰
1️⃣
Additional products/services: IT services: consulting, software development, Internet and support📦
Place of performance: Éire/Ireland🏙️
Place of performance: United Kingdom 🏙️
Description of the procurement:
“The Contracting Entity intends to procure a Conversation Platform (ref. number SSCON6947) that will handle customer queries via our digital channels...”
Description of the procurement
The Contracting Entity intends to procure a Conversation Platform (ref. number SSCON6947) that will handle customer queries via our digital channels including Email, Webchat, Messaging and Chatbots etc. It is proposed that the Contract will provide a cloud-based application that can be deployed across our digital assets including, but not limited to Websites and Mobile and Web Applications in line with ESB IT policies. This will be across all jurisdictions we serve, including the Republic of Ireland for Residential and Business, Northern Ireland and Great Britain. The functionality should include (but not limited to): four or more separate accounts that can be managed independently from each other, the solution should have differentiated administration rights for agents and managers and across separate instances or accounts, intelligent routing of emails, chats, and messages based on Electric Irelands requirements, real time and historic reporting, ability to log support calls 24/7 x 365 and integration with the CRM System (SAP), ESB's Website and Customer Portal, Microsoft Exchange and our App.
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 1 000 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 60
Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
“Applicants will be assessed on the quality of their responses to the rules and criteria outlined in the qualification questionnaire and it is anticipated...”
Objective criteria for choosing the limited number of candidates
Applicants will be assessed on the quality of their responses to the rules and criteria outlined in the qualification questionnaire and it is anticipated that the top scoring 5 applicants will be invited to tender, subject to that number qualifying.
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Options ✅
Description of options:
“At the date of issuing this PQQ, it is envisaged that the contract will be for an initial duration of 2 years with an option to extend up to a further 3...”
Description of options
At the date of issuing this PQQ, it is envisaged that the contract will be for an initial duration of 2 years with an option to extend up to a further 3 years in one year increments (a potential 5 year contract). The estimated value stated is for a 5 year duration.
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Additional information:
“As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388”
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions:
“As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388” Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Conditions for participation
List and brief description of rules and criteria:
“As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388”
Deposits and guarantees required:
“As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388”
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
“As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388”
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
“As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388” Conditions related to the contract
Contract performance conditions: Will be stated in the RFT.
Procedure Type of procedure
Negotiated procedure with prior call for competition
Information about a framework agreement or a dynamic purchasing system
Framework agreement with a single operator
Administrative information
Time limit for receipt of tenders or requests to participate: 2023-10-02
12:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
The time frame below is expressed in number of months.
Minimum time frame during which the tenderer must maintain the tender: 6
Complementary information Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
Additional information
“It is our intention to use the Irish Government Procurement portal (www.etenders.gov.ie) for this competition. Access to this Portal is free of charge....”
It is our intention to use the Irish Government Procurement portal (www.etenders.gov.ie) for this competition. Access to this Portal is free of charge. Interested parties must formally register their expression of interest for this competition on eTenders before they can gain access to the PQQ documentation. All information relating to and including the pre-qualification documents, any clarifications. and changes will be issued/published via this portal. The contracting entity will not accept responsibility for information relayed (or. not relayed) via third parties 2) This is the sole call for competition for this service. 3) The contracting entity will not be responsible for. any costs, charges or expenses incurred by candidates or tenders. 4) Contract award will be subject to the approval of the competent. authorities. 5) It will be a condition of award that candidates are tax compliant. 6) At its absolute discretion, the contracting entity may. elect to terminate this procurement process or any contract awarded at any time. 7) Please note in relation to all documents, that where. reference is made to a particular standard, make, source, process, trademark, type or patent, this this is not to be regarded as a de facto. requirement. In all cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to. which the words "or equivalent" will always be appended. 8) Without prejudice to the principle of equal treatment, the contracting entity is. not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates. are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.
Show more Review body
Name: Chief Registrar
Postal address: Four Courts, Inns Quay
Postal town: Dublin
Country: Ireland 🇮🇪
Phone: +353 18886000📞
URL: http://www.courts.ie🌏
Source: OJS 2023/S 166-523778 (2023-08-25)