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  • Notice Summary
    Ireland-Cork: Irish Water Billing Services Customer Case Management and Legal Services
    393520-2019
    Irish Water
    20 August 2019
    17 September 2019
    Contract Notice - Negotiated procedure
  • Notice Abstract

    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:—— confirm account holder, owner, occupier, tenancy arrangements, move in/out details,—— collate and log detailed information on issues,—— 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 investigationplease refer to PQQ doc.

  • Notice Details

    Contract notice – utilities

    Directive 2014/25/EU - Utility Directive

    Directive 2014/25/EU

    Section I: Contracting Change entity

    I.1) Name and addresses

    Irish Water

    IE3191327JH

    Tender Administration, PO Box 900, Webworks, Eglinton Street, Ervia, Co.Cork

    Cork

    IE

    Contact person: Tender Admin

    Telephone: +353 214239291

    E-mail: tenders@ervia.ie

    NUTS: IE

    Internet address(es)

    Main address: www.ervia.ie

    Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/129496

    I.3) Communication

    The procurement documents are available for unrestricted and full direct access, free of charge at:

    www.etenders.gov.ie


    Additional information can be obtained from the abovementioned address


    Tenders or requests to participate must be sent electronically to:

    www.etenders.gov.ie


    Tenders or requests to participate must be sent to the abovementioned address


    I.6) Main activity

    Water

    Section II: Object

    II.1) Scope of the procurement

    II.1.1) Title

    Irish Water Billing Services Customer Case Management and Legal Services

    Reference number: 19/139

    II.1.2) Main CPV code

    79940000

     

    II.1.3) Type of contract

    Services

    II.1.4) Short description

    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:

    —— confirm account holder, owner, occupier, tenancy arrangements, move in/out details,

    —— collate and log detailed information on issues,

    —— 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

    please refer to PQQ doc.

    II.1.6) Information about lots

    This contract is divided into lots: Yes

    Tenders may be submitted for all lots

    II.2) Description

    Lot No: 1

    II.2.1) Title

    Case Management Services

    II.2.2) Additional CPV code(s)

    79100000

    II.2.3) Place of performance

    NUTS code:

    IE


    Main site or place of performance:

    Dublin.

    II.2.4) Description of the procurement

    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.

    Please refer to PQQ Doc.

    II.2.5) Award criteria

    Price is not the only award criterion and all criteria are stated only in the procurement documents

    II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

    Duration in months: 36

    This contract is subject to renewal: Yes

    Description of renewals:

    Up to a period of 2 years.

    II.2.9) Information about the limits on the number of candidates to be invited

    Envisaged number of candidates: 5

    II.2.10) Information about variants

    Variants will be accepted: No

    II.2.11) Information about options

    Options: No

    II.2.13) Information about European Union funds

    The procurement is related to a project and/or programme financed by European Union funds: No

    II.2.14) Additional information

    You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and time specified in the PQQ documents. Please note that all tenders are electronic, as such no paper copies will be accepted or read. Please submit via the etenders system not later than 12.00 local time 17.9.2019.

    Lot No: 2

    II.2.1) Title

    Legal Services

    II.2.2) Additional CPV code(s)

    79100000

    II.2.3) Place of performance

    NUTS code:

    IE


    Main site or place of performance:

    Dublin.

    II.2.4) Description of the procurement

    Lot 2 will include but not be limited to the following:

    High level services:

    Legal debt collections

    — legal demand letters,

    — legal collections calls including collection and processing of payments, payment.

    Please refer to PQQ Doc.

    II.2.5) Award criteria

    Price is not the only award criterion and all criteria are stated only in the procurement documents

    II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

    Duration in months: 36

    This contract is subject to renewal: Yes

    Description of renewals:

    Up to a period of 2 years.

    II.2.9) Information about the limits on the number of candidates to be invited

    Envisaged number of candidates: 5

    II.2.10) Information about variants

    Variants will be accepted: No

    II.2.11) Information about options

    Options: No

    II.2.13) Information about European Union funds

    The procurement is related to a project and/or programme financed by European Union funds: No

    II.2.14) Additional information

    You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and time specified in the PQQ documents. Please note that all tenders are electronic, as such no paper copies will be accepted or read. Please submit via the etenders system not later than 12.00 local time 17.9.2019.

    Section III: Legal, economic, financial and technical information

    III.1) Conditions for participation

    III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

    List and brief description of conditions:

    Refer to tender documents.

    III.1.2) Economic and financial standing

    Selection criteria as stated in the procurement documents


    III.1.3) Technical and professional ability

    Selection criteria as stated in the procurement documents


    III.1.8) Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

    Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal form in order to submit a request to participate, but may if the contracting entity considers it necessary to ensure that the contract is carried out to its satisfaction, be required to do so prior to award of the contract. The contracting entity also reserves the right to contract with each member of the group on the basis of joint and several liability, or with one member of the group as a main contractor with a number of sub-contractors or on any other basis as the contracting entity considers appropriate.

    III.2) Conditions related to the contract

    III.2.2) Contract performance conditions

    Lot 2 candidates but be in the legal profession, Lot 1 does not have this restriction.

    III.2.3) 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

    Section IV: Procedure

    IV.1) Description

    IV.1.1) Type of procedure

    Negotiated with call for competition

    IV.1.3) Information about a framework agreement or a dynamic purchasing system

    The procurement involves the establishment of a framework agreement with several operators.

    Envisaged maximum number of participants to the framework agreement: 4

    IV.1.8) Information about Government Procurement Agreement (GPA)

    The procurement is covered by the Government Procurement Agreement: No

    IV.2) Administrative information

    IV.2.2) Time limit for receipt of tenders or requests to participate

    Date: 17/09/2019

    Local time: 12:00

    IV.2.4) Languages in which tenders or requests to participate may be submitted

    EN

    GA

    IV.2.6) Minimum time frame during which the tenderer must maintain the tender

    Duration in months: 6 (from the date stated for receipt of tender)

    Section VI: Complementary information

    VI.1) Information about recurrence

    This is a recurrent procurement: Yes

    VI.2) Information about electronic workflows

    Electronic ordering will be used

    Electronic invoicing will be accepted

    Electronic payment will be used

    VI.4) Procedures for review

    VI.4.1) Review body

    The High Court

    High Court Central Office, Four Courts, Inns Quay

    Dublin

    IE

    Telephone: +35 318886000

    E-mail: highcourtcentraloffice@courts.ie

    Internet address(es)

    URL: http://www.courts.ie

    VI.4.3) Review procedure

    Precise information on deadline(s) for review procedures:

    Please refer to statutory instrument 131 of 2010, European Communities (award of contracts by utility undertaking) (review procedures) Regulations 2010 (and in particular Regulation 7 and 10(2)).

    VI.5) Date of dispatch of this notice

    15/08/2019