Tender for the provision of a Call Centre Technology Platform Solution for the Citizens Information Board’s three (3) Call Centres
Citizens Information Board
The service comprises a call centre technology platform for CIB’s three current call centres. Tenderers are required to implement a managed contact centre solution for CIB’s cross-channel customer Contact Centres. These channels include voice, VoIP, email, fax, video chat, SMS/text, and social media platforms. The proposed solution must serve our contact centre's current needs and should be capable of accommodating future service expansion (Video, SMS, web apps, Instant messaging etc.) and provide multi-channel engagement.
DeadlineThe time limit for receipt of tenders was 2023-10-18. The procurement was published on 2023-09-11.
Who? What?- • Communication and multimedia software package › Communication software package
- • Network equipment › Telephone network equipment
- • Radio, television, communication, telecommunication and related equipment › Telecommunications equipment and supplies
Procurement history
| Date | Document |
|---|---|
| 2023-09-11 | Contract notice |
| 2023-10-16 | Additional information |
Contract notice (2023-09-11)
Object
Scope of the procurement
Title: Communication software package
Short description:
“The service comprises a call centre technology platform for CIB’s three current call centres. Tenderers are required to implement a managed contact centre...”
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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Supplies
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Communication software package 📦
Additional CPV: Telecommunications equipment and supplies 📦
Place of performance
NUTS region: Éire/Ireland 🏙️
Procedure
Procedure type: Open procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender
Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Awarding authority name: Citizens Information Board
Postal address: Ground Floor, George's Quay House, 43 Townsend Street, Dublin 2
Postal code: D02 VK65
Postal town: Dublin
Contact
Internet address: https://www.etenders.gov.ie 🌏
E-mail: shona.geraghty@ciboard.ie 📧
URL for documents: https://www.etenders.gov.ie 🌏
Reference
Dates
Date dispatched: 2023-09-11 📅
Submission deadline: 2023-10-18 📅
Publication date: 2023-09-15 📅
Identifiers
Notice number: 2023/S 178-556010
OJ-S issue: 178
Object
Scope of the procurement
Estimated total value: 1 200 000 EUR 💰
Estimated value excluding VAT: 1 200 000 EUR 💰
Duration: 60 months
Description of renewals:
“The Contracting Authority has made provision for two (2) extensions of up to twelve (12) months each. The Contract may be renewed by way of a tender in lieu...”
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Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
“See tender documents.”
Contract execution
Contract performance conditions:
“See Contract Document.”
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 15:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 6 months
Tender opening date: 2023-10-18 📅
Tender opening time: 15:30
Place: Online
Contracting authority
Contact
Contact point: Shona Geraghty
Address of the buyer profile: https://www.etenders.gov.ie 🌏
Documents URL: https://www.etenders.gov.ie 🌏
Reference
Additional information
Estimated timing for further notices:
“The Contracting Authority has made provision for two (2) extensions of up to twelve (12) months each. The Contract may be renewed by way of a tender in lieu...”
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Complementary information
Review body
Name: The High Court
Postal address: Inns Quay
Postal town: Dublin
Postal code: Dublin 7
Country: Ireland 🇮🇪
Source: OJS 2023/S 178-556010 (2023-09-11)
Object
Scope of the procurement
Title: Communication software package
Short description:
“The service comprises a call centre technology platform for CIB’s three current call centres. Tenderers are required to implement a managed contact centre...”
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Supplies
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Communication software package 📦
Additional CPV: Telecommunications equipment and supplies 📦
Place of performance
NUTS region: Éire/Ireland 🏙️
Procedure
Procedure type: Open procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender
Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Awarding authority name: Citizens Information Board
Postal address: Ground Floor, George's Quay House, 43 Townsend Street, Dublin 2
Postal code: D02 VK65
Postal town: Dublin
Contact
Internet address: https://www.etenders.gov.ie 🌏
E-mail: shona.geraghty@ciboard.ie 📧
URL for documents: https://www.etenders.gov.ie 🌏
Reference
Dates
Date dispatched: 2023-09-11 📅
Submission deadline: 2023-10-18 📅
Publication date: 2023-09-15 📅
Identifiers
Notice number: 2023/S 178-556010
OJ-S issue: 178
Object
Scope of the procurement
Estimated total value: 1 200 000 EUR 💰
Estimated value excluding VAT: 1 200 000 EUR 💰
Duration: 60 months
Description of renewals:
“The Contracting Authority has made provision for two (2) extensions of up to twelve (12) months each. The Contract may be renewed by way of a tender in lieu...”
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
“See tender documents.”
Contract execution
Contract performance conditions:
“See Contract Document.”
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 15:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 6 months
Tender opening date: 2023-10-18 📅
Tender opening time: 15:30
Place: Online
Contracting authority
Contact
Contact point: Shona Geraghty
Address of the buyer profile: https://www.etenders.gov.ie 🌏
Documents URL: https://www.etenders.gov.ie 🌏
Reference
Additional information
Estimated timing for further notices:
“The Contracting Authority has made provision for two (2) extensions of up to twelve (12) months each. The Contract may be renewed by way of a tender in lieu...”
Complementary information
Review body
Name: The High Court
Postal address: Inns Quay
Postal town: Dublin
Postal code: Dublin 7
Country: Ireland 🇮🇪
Source: OJS 2023/S 178-556010 (2023-09-11)
Additional information (2023-10-16)
Object
Notice metadata
Document type: Additional information
Reference
Dates
Date dispatched: 2023-10-16 📅
Submission deadline: 2023-10-25 📅
Publication date: 2023-10-20 📅
Identifiers
Notice number: 2023/S 203-639161
Refers to notice: 2023/S 178-556010
OJ-S issue: 203
Additional information
“Closing date extended from 18/10/2023 to 25/10/2023”
Source: OJS 2023/S 203-639161 (2023-10-16)
Object
Notice metadata
Document type: Additional information
Reference
Dates
Date dispatched: 2023-10-16 📅
Submission deadline: 2023-10-25 📅
Publication date: 2023-10-20 📅
Identifiers
Notice number: 2023/S 203-639161
Refers to notice: 2023/S 178-556010
OJ-S issue: 203
Additional information
“Closing date extended from 18/10/2023 to 25/10/2023”
Source: OJS 2023/S 203-639161 (2023-10-16)
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