Coimisiún na Meán has a range of responsibilities including dealing with queries and complaints in respect to our regulatory remit which extends to setting standards, rules and codes for the different types of media services under the jurisdiction of the Irish State and our role as Ireland’s Digital Service Coordinator (DSC) under the Digital Services Act (DSA) . An Coimisiún’s vision for its contact management service is to offer a quality customer centric offering that is simple and easy to access and that evolves as our regulatory measures are in place. In summary, an Coimisiún is seeking a partner to handle contacts from 17th February 2024. The service will involve dealing with queries and logging complaints initially and undertaking triage with escalations to An Coimisiún's head office ("head office") as relevant. This role will may expand to dealing with complaints in the future and escalating them directly to a Platform /Service Provider if appropriate. Complainants may contact us from throughout Europe and therefore in addition to English and Irish we require the facility to translate into English any European contacts. The type of issues in respect to online safety and harm may be difficult for all impacted and it is vital that out agents can communicate with complainants in a courteous, caring manner in respect to Codes and an Coimisiún’s regulatory remit. The envisaged duration of the contract is 24 months with Coimisiún na Meán reserving the right to extend the Term for a period or periods of up to twelve months with a maximum of two such extension or extensions on the same terms and conditions, subject to An Coimisiún’s obligations at law.
Deadline
The time limit for receipt of tenders was 2023-09-18.
The procurement was published on 2023-08-14.
Object Scope of the procurement
Title:
“Tender for the provision of Customer Contact Management Services to Coimisiún na Meán”
Products/services: Customer services📦
Short description:
“Coimisiún na Meán has a range of responsibilities including dealing with queries and complaints in respect to our regulatory remit which extends to setting...”
Short description
Coimisiún na Meán has a range of responsibilities including dealing with queries and complaints in respect to our regulatory remit which extends to setting standards, rules and codes for the different types of media services under the jurisdiction of the Irish State and our role as Ireland’s Digital Service Coordinator (DSC) under the Digital Services Act (DSA) . An Coimisiún’s vision for its contact management service is to offer a quality customer centric offering that is simple and easy to access and that evolves as our regulatory measures are in place. In summary, an Coimisiún is seeking a partner to handle contacts from 17th February 2024. The service will involve dealing with queries and logging complaints initially and undertaking triage with escalations to An Coimisiún's head office ("head office") as relevant. This role will may expand to dealing with complaints in the future and escalating them directly to a Platform /Service Provider if appropriate. Complainants may contact us from throughout Europe and therefore in addition to English and Irish we require the facility to translate into English any European contacts. The type of issues in respect to online safety and harm may be difficult for all impacted and it is vital that out agents can communicate with complainants in a courteous, caring manner in respect to Codes and an Coimisiún’s regulatory remit. The envisaged duration of the contract is 24 months with Coimisiún na Meán reserving the right to extend the Term for a period or periods of up to twelve months with a maximum of two such extension or extensions on the same terms and conditions, subject to An Coimisiún’s obligations at law.
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Estimated value excluding VAT: EUR 2 000 000 💰
1️⃣
Additional products/services: Customer survey services📦
Additional products/services: Customer satisfaction survey📦
Additional products/services: Customer-care services📦
Additional products/services: Office-support services📦
Place of performance: Ireland🏙️
Main site or place of performance: 2-5 Warrington Place, Dublin 2, Ireland
Description of the procurement:
“Coimisiún na Meán has a range of responsibilities including dealing with queries and complaints in respect to our regulatory remit which extends to setting...”
Description of the procurement
Coimisiún na Meán has a range of responsibilities including dealing with queries and complaints in respect to our regulatory remit which extends to setting standards, rules and codes for the different types of media services under the jurisdiction of the Irish State and our role as Ireland’s Digital Service Coordinator (DSC) under the Digital Services Act (DSA) . An Coimisiún’s vision for its contact management service is to offer a quality customer centric offering that is simple and easy to access and that evolves as our regulatory measures are in place. In summary, an Coimisiún is seeking a partner to handle contacts from 17th February 2024. The service will involve dealing with queries and logging complaints initially and undertaking triage with escalations to An Coimisiún's head office ("head office") as relevant. This role will may expand to dealing with complaints in the future and escalating them directly to a Platform /Service Provider if appropriate. Complainants may contact us from throughout Europe and therefore in addition to English and Irish we require the facility to translate into English any European contacts. The type of issues in respect to online safety and harm may be difficult for all impacted and it is vital that out agents can communicate with complainants in a courteous, caring manner in respect to Codes and an Coimisiún’s regulatory remit. The envisaged duration of the contract is 24 months with Coimisiún na Meán reserving the right to extend the Term for a period or periods of up to twelve months with a maximum of two such extension or extensions on the same terms and conditions, subject to An Coimisiún’s obligations at law.
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 2 000 000 💰
Duration
Start date: 2024-02-17 📅
End date: 2026-02-16 📅
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions: See RFT for full details of conditions.
Economic and financial standing
List and brief description of selection criteria: See RFT for full details of conditions.
Technical and professional ability
List and brief description of selection criteria: See RFT for full details of conditions.
Conditions related to the contract
Contract performance conditions: See RFT for full details of conditions.
Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2023-09-18
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: 12
Conditions for opening of tenders: 2023-09-18
12:30 📅
Conditions for opening of tenders (place): https://www.etenders.gov.ie
Complementary information Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
Review body
Name: Office of Government Procurement
Postal address: 3A Mayor Street Upper, North Wall, Dublin 1
Postal town: Dublin 1
Postal code: D01 PF72
Country: Ireland 🇮🇪
Phone: +353 17738000📞 Service from which information about the review procedure may be obtained
Name: Office of Government Procurement
Postal address: 3A Mayor Street Upper, North Wall, Dublin 1
Postal town: Dublin 1
Postal code: D01 PF72
Country: Ireland 🇮🇪
Phone: +353 17738000📞
Source: OJS 2023/S 158-502742 (2023-08-14)