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Notice Summary

Title:
Ireland-Cork: Irish Water Billing Services Customer Case Management and Legal Services
Document Ref:
393520-2019
Document Type:
Contract Notice - Negotiated procedure
Published By:
Irish Water
Date Published:
20 August 2019
Deadline Date:
17 September 2019
Document Source:
Framework/DPS:
Yes
Alert Profile:
Labels:

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: http://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:

http://www.etenders.gov.ie


Additional information can be obtained from the abovementioned address


Tenders or requests to participate must be sent electronically to:

http://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

Current Notes