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Notice Summary

Title:
Ireland-Dublin: Customer Contact Centre Services
Document Ref:
144617-2020
Document Type:
Contract Notice - Negotiated procedure
Published By:
Electricity Supply Board (ESB)
Date Published:
25 March 2020
Deadline Date:
22 April 2020
Document Source:
Framework/DPS:
Yes
Alert Profile:
Labels:

Notice Abstract

The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.It is proposed that the contract will include the following and any associated and related services:• customer service• metering• billing• payments• industry• priority services register (PSR)• sales.It is currently envisaged that the service will be for residential customers.All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.

Notice Details

Contract notice – utilities

Directive 2014/25/EU - Utility Directive

Directive 2014/25/EU

Section I: Contracting entity

I.1) Name and addresses

Electricity Supply Board (ESB)

N/A

2 Gateway, East Wall Road

Dublin 3

IE

Contact person: Jason Weldon

Telephone: +353 17026424

E-mail: jason.weldon@esb.ie

NUTS: IE

Internet address(es)

Main address: http://www.esb.ie

Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377

I.3) Communication

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

http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=164666&B=ETENDERS_SIMPLE


Additional information can be obtained from the abovementioned address


Tenders or requests to participate must be sent electronically to:

http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=164666&B=ETENDERS_SIMPLE


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


I.6) Main activity

Electricity

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Customer Contact Centre Services

Reference number: SS/CON/5153

II.1.2) Main CPV code

79512000

 

II.1.3) Type of contract

Services

II.1.4) Short description

The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.

It is proposed that the contract will include the following and any associated and related services:

• customer service

• metering

• billing

• payments

• industry

• priority services register (PSR)

• sales.

It is currently envisaged that the service will be for residential customers.

All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.

II.1.5) Estimated total value

Value excluding VAT: 4 000 000.00 GBP

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.2) Additional CPV code(s)

79342300

79342320

II.2.3) Place of performance

NUTS code:

IE

II.2.4) Description of the procurement

The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.

It is proposed that the contract will include the following, and any associated and related services:

• customer service

• metering

• billing

• payments

• industry

• priority services register (PSR)

• sales.

It is currently envisaged that the service will be for residential customers.

All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.

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: No

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

Envisaged number of candidates: 5

Objective criteria for choosing the limited number of candidates:

Provided that a sufficient number of applicants are qualified to be considered for shortlisting, following application of the procedures set out in section A.9 (Evaluation of PQQ responses), it is anticipated that at least the 5 highest-scored applicants for each lot will be shortlisted and invited to proceed to the next stage of the procurement process.

II.2.10) Information about variants

Variants will be accepted: No

II.2.11) Information about options

Options: Yes

Description of options:

The duration of the framework agreements will be for three(3) years duration with an option, at the discretion of ESB, to extend up to a further 48 months in one or more increments.

II.2.13) Information about European Union funds

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

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:

As stated in procurement qualification questionnaire (PQQ) available to download from http://www.etenders.gov.ie using RFT ID 167500.

III.1.2) Economic and financial standing

List and brief description of selection criteria:

As stated in procurement qualification questionnaire (PQQ) available to download from http://www.etenders.gov.ie using RFT ID 167500.

III.1.3) Technical and professional ability

List and brief description of selection criteria:

As stated in procurement qualification questionnaire (Pqq) available to download from http://www.etenders.gov.ie using RFT ID 167500.

III.1.4) Objective rules and criteria for participation

As stated in procurement qualification questionnaire (PQQ) available to download from http://www.etenders.gov.ie using RFT ID 167500.

III.1.7) Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

As per tender documents.

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

Where a grouping of services providers express interest in this process, it is a requirement of ESB that one member of the group accepts full contractual responsibility for the delivery of services. Where appropriated the intended contractually responsible member of any grouping or consortium must be identified in responding to this notice.

III.2) Conditions related to the contract

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 a single operator.

IV.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated

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: 22/04/2020

Local time: 12:00

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

EN

Section VI: Complementary information

VI.1) Information about recurrence

This is a recurrent procurement: No

VI.2) Information about electronic workflows

Electronic ordering will be used

Electronic invoicing will be accepted

Electronic payment will be used

VI.3) Additional information

Interested parties must register their interest on the e-Tenders web site (http://www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (http://www.etenders.gov.ie) only. Registration is free of charge. The contracting entity will not accept responsibility for information relayed (or not relayed) via third parties.

2) This is the sole call for competition for this service.

3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.

4) Contract award will be subject to the approval of the competent authorities.

5) It will be a condition of award that candidates are tax compliant.

6) If for any reason it is not possible to admit to the framework agreement one or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract under the framework agreement, the contracting entity reserves the right to invite the next highest scoring tenderer to join the framework agreement and/or deliver the contract as appropriate to the circumstances pertaining to the framework.

7) At its absolute discretion, the contracting entity may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time.

8) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words ‘or equivalent’ will always be appended.

9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.

10) At Section II.2.9) we have indicated that 5 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 5 applicants subject to that number qualifying.

VI.4) Procedures for review

VI.4.1) Review body

Chief Registrar

Four Courts, Inns Quay

Dublin 7

IE

Telephone: +353 18886000

Internet address(es)

URL: http://www.courts.ie

VI.5) Date of dispatch of this notice

20/03/2020

Current Notes