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Notice Summary

Title:
IE-Ireland: Irish Water Billing Services Customer Case Management and Legal Services (OJEU)
Document Ref:
GB003ZM306305
Document Type:
Contract Notice - Other
Published By:
Irish Water
Date Published:
19 August 2019
Deadline Date:
17 September 2019
Document Source:
Framework/DPS:
No
Alert Profile:
Labels:

Notice Abstract

Irish Water Billing Services Customer Case Management and Legal Services Lot 1 will include but not be limited to the following high level services: Deskside Case Management • Validation of accounts and cleansing of account information in terms of current and previous ownership, current and previous occupancy, trading status, current and previous occupier contact details • Account history review, metering, cases, complaints and escalations • Engagement by phone o confirm account holder, owner, occupier, tenancy arrangements, move in/out details o collate and log detailed information on issues o secure and process payment, agree and process payment plan • Escalate high priority issues to the Contracting Entity • Escalate accounts for direct customer engagement when all deskside activities have been exhausted • Update the Contracting Entity’s central systems with information collated and actions taken during the case investigation

Notice Details

CONTRACT NOTICE – NATIONAL

SERVICES

1 Authority Details

1.1

Authority Name and Address

Irish Water
Tender Administration, PO Box 900, Webworks, Eglinton Street, Ervia, Co.Cork Cork
Ireland IE
Tender Admin N/A
N/A

1.2

Address from which documentation may be obtained

As in 1.1

1.3

Completed documents must be returned to:

As in 1.1

2 Contract Details

2.1

Title

Irish Water Billing Services Customer Case Management and Legal Services (OJEU)

2.2

Description of the goods or services required

Irish Water Billing Services Customer Case Management and Legal Services

Lot 1 will include but not be limited to the following high level services: Deskside Case Management • Validation of accounts and cleansing of account information in terms of current and previous ownership, current and previous occupancy, trading status, current and previous occupier contact details • Account history review, metering, cases, complaints and escalations • Engagement by phone o confirm account holder, owner, occupier, tenancy arrangements, move in/out details o collate and log detailed information on issues o secure and process payment, agree and process payment plan • Escalate high priority issues to the Contracting Entity • Escalate accounts for direct customer engagement when all deskside activities have been exhausted • Update the Contracting Entity’s central systems with information collated and actions taken during the case investigation

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

3 Conditions for Participation

3.1

Minimum standards and qualification required

4 Administrative Information

4.1

Type of Procedure

The procedure type is unknown.

4.2

Reference number attributed to the notice by the contracting authority

19/139

4.3

Time Limits

   17-09-2019  Time 12:00

4.5

Language or languages in which tenders or requests to participate can be drawn up

EN 

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

Please visit the following portal to view this notice:

https://irl.eu-supply.com/app/rfq/publicpurchase_frameset.asp?PID=152359&B=ETENDERS_SIMPLE&PS=1&PP=ctm/Supplier/PublicTenders

Response deadline (Irish time) 17-09-2019 at 12:00 hrs

(MT Ref:306305)

5.2

Additional Documentation

5.3

Publication date of this notice

 19-08-2019

Current Notes