SSCON6947 - Provision of a Conversation Platform that will provide Email, Webchat, Messaging and Chatbots etc

Electricity Supply Board ESB

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.

Who? What? Where?
Procurement history
Date Document
2023-08-25 Contract notice
Contract notice (2023-08-25)
Object
Scope of the procurement
Title: 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 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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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: IT services: consulting, software development, Internet and support 📦
Additional CPV: IT services: consulting, software development, Internet and support 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: Electricity Supply Board ESB
Postal address: 27 Fitzwilliam Street Lower, Dublin
Postal code: D02 KT92
Postal town: Dublin
Contact
Internet address: https://www.etenders.gov.ie 🌏
E-mail: maja.luiza.pomohaczi@esbi.ie 📧
URL for documents: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=2305388 🌏
URL for participation: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=2305388 🌏

Reference
Dates
Date dispatched: 2023-08-25 📅
Submission deadline: 2023-10-02 📅
Publication date: 2023-08-30 📅
Identifiers
Notice number: 2023/S 166-523778
OJ-S issue: 166
Additional information
As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388

Object
Scope of the procurement
Estimated total value: 1 000 000 EUR 💰
Estimated value excluding VAT: 1 000 000 EUR 💰
Duration: 60 months
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
Suitability to pursue the professional activity:
As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388
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
Contract execution
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
Contract performance conditions: Will be stated in the RFT.

Procedure
Legal basis: 32014L0025
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 that the top scoring 5 applicants will be invited to tender, subject to that number qualifying.
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 6 months

Contracting authority
Contact
Contact point: Maja Pomohaczi
Address of the buyer profile: https://www.etenders.gov.ie 🌏
Documents URL: https://www.etenders.gov.ie/epps/cft/listContractDocuments.do?resourceId=2305388 🌏

Reference
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. 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.
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Complementary information
Review body
Name: Chief Registrar
Postal address: Four Courts, Inns Quay
Postal town: Dublin
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
Internet address: http://www.courts.ie 🌏
Source: OJS 2023/S 166-523778 (2023-08-25)
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Region:
Éire/Ireland