ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 21/11/2014

Expire date: 22/12/2014

External Reference: 2014-330158

TED Reference: 2014/S 227-401296

Contract notice

Cached Version

Contract notice

Classic Sector

Directive 2004/18/EC

Services

Section I: Contracting authority

I.1)

Name, addresses and contact point(s)

Commission for Communications Regulation (ComReg),
9614619A
Abbey Court,
Irish Life Centre,  Lower Abbey Street,
IE
Contact point(s): Joan Killeen
For the attention of: Joan Killeen
Telephone: +353 18049600
E-mail: joan.killeen@comreg.ie
Fax: +353 18049657
Internet address(es):
General address of the contracting authority: http://www.comreg.ie/
Address of the buyer profile: http://irl.eu-supply.com/ctm/Supplier/CompanyInformation/Index/559
Electronic access to information: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=82802&B=ETENDERS_SIMPLE
Electronic submission of tenders and requests to participate: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=82802&B=ETENDERS_SIMPLE
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from:The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)

Type of the contracting authority

Other: Public Body
I.3)

Main activity

  • Other: regulation of the electronic communications sector
I.4)

Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)

Description

II.1.1)

Title attributed to the contract by the contracting authority:

The Commission wishes to enter into a contract commencing on 29 May 2015 for a period of three (3) years for the provision of Contact Management Services

II.1.2)

Type of contract and location of works, place of delivery or of performance

Services
    Category No11:  Management consulting services [6] and related services
    Main site or location of works, place of delivery or of performance:

    Lower Abbey Street,

    NUTS code
    IRELAND
    II.1.3)

    Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

    The notice involves a public contract
    II.1.5)

    Short description of the contract or purchase(s)

    The service includes (1) First point of contact for all ComReg consumer contacts, currently this ranges from 800 - 1,150 contacts per week, this volume may change on a weekly basis. Channels include telephone calls, mail, emails, web chats and SMS contacts from consumers. Using interpretive skills to assess the nature of the consumer issues and identifying trends as they occur. Recording consumer query or complaint details in the in-house ComReg issue tracking tool. (2) ComReg’s Complaint Escalations Team manages between 1,300 and 1,500 communications split as follows: Managing complaints and complaint escalations to service providers currently 450 - 500 per week, Managing operator responses received currently 450 - 500 per week, All responses must be evaluated and depending on the issue may require further interaction with the Service Providers. Follow up communication with consumers currently 400 - 500 per week: Liaising with consumers in respect to their complaints using outbound calls, emails, mail and SMS. Management information including weekly, monthly, ad hoc reports and 2 annual reports.

    II.1.6)

    Common procurement vocabulary (CPV)

    79342300   Customer services
    79512000   Call centre
    79500000   Office-support services
    II.1.7)

    Information about Government Procurement Agreement (GPA)

    The contract is covered by the Government Procurement Agreement (GPA):  yes
    II.1.8)

    Lots

    This contract is divided into lots:  no
    II.1.9)

    Information about variants

    Variants will be accepted:  no
    II.2)

    Quantity or scope of the contract

    II.2.1)

    Total quantity or scope:

    Please see section 11.1.5

    Estimated cost excluding VAT
    Range: between  1400000  and 1600000  EUR
    II.2.2)

    Information about options

    Options: yes
    Description of these options:

    The contract is for three years with an option to extend the duration of the contract for a further one year.

    Provisional timetable for recourse to these options:
    II.2.3)

    Information about renewals

    This contract is subject to renewal: no
    II.3)

    Duration of the contract or time limit for completion

    Starting  29. 05. 2015  Completion  28. 05. 2018

    Section III: Legal, economic, financial and technical information

    III.1)

    Conditions relating to the contract

    III.1.4)

    Other particular conditions

    The performance of the contract is subject to particular conditions: yes
    Description of particular conditions: 

    Please see Pre Qualification Questionnaire

    III.2)

    Conditions for participation

    III.2.1)

    Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

    Information and formalities necessary for evaluating if the requirements are met:

    Please see Pre Qualification Questionnaire

    III.2.2)

    Economic and financial ability

    Information and formalities necessary for evaluating if the requirements are met:

    Please see Pre Qualification Questionnaire

    Minimum level(s) of standards possibly required:

    Please see Pre Qualification Questionnaire

    III.2.3)

    Technical capacity

    Information and formalities necessary for evaluating if the requirements are met:

    Please see Pre Qualification Questionnaire

    III.3)

    Conditions specific to services contracts

    III.3.1)

    Information about a particular profession

    Execution of the service is reserved to a particular profession: no
    III.3.2)

    Staff responsible for the execution of the service

    Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

    Section IV: Procedure

    IV.1)

    Type of procedure

    IV.1.1)

    Type of procedure

    competitive dialogue
    IV.1.2)

    Limitations on the number of operators who will be invited to tender or to participate

    Envisaged number of operators:  3
    Objective criteria for choosing the limited number of candidates: 

    Criteria are set out in the Pre Qualification Questionnaire

    IV.1.3)

    Reduction of the number of operators during the negotiation or dialogue

    Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated:  no
    IV.2)

    Award criteria

    IV.2.1)

    Award criteria

    The most economically advantageous tender in terms of , the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
    IV.2.2)

    Information about electronic auction

    An electronic auction will be used: no
    IV.3)

    Administrative information

    IV.3.1)

    File reference number attributed by the contracting authority

    Contact Management Services

    IV.3.2)

    Previous publication(s) concerning the same contract

    no
    IV.3.3)

    Conditions for obtaining specifications and additional documents or descriptive document

    Time limit for receipt of requests for documents or for accessing documents: 19.12.2014 - 16:00
    Payable documents: no
    IV.3.4)

    Time limit for receipt of tenders or requests to participate

    22.12.2014 - 16:00
    IV.3.6)

    Language(s) in which tenders or requests to participate may be drawn up

    EN

    Section VI: Complementary information

    VI.1)

    Information about recurrence

    This is a recurrent procurement: no
    VI.2)

    Information about European Union funds

    The contract is related to a project and/or programme financed by European Union funds: no
    VI.4)

    Procedures for appeal

    VI.4.1)

    Body responsible for appeal procedures

    High Court
    Four Courts, Ground Floor (east Wing) Inns Quay
    Dublin
    Telephone: +353 18886000
    E-mail: highcourtcentraloffice@courts.ie
    Fax: +353 18886125
    Internet address: http://www.courts.ie
     

    Body responsible for mediation procedures

    VI.4.2)

    Lodging of appeals

    Precise information on deadline(s) for lodging appeals:

    Please see the European Communities (Public Authorities. Contracts) (Review Procedures) Regulations 2010

    VI.4.3)

    Service from which information about the lodging of appeals may be obtained

    The Courts Service
    15/24 Phoenix Street, North Smithfield
    Dublin
    Telephone: +353 18886000
    Fax: +353 18735242
    Internet address: http://www.courts.ie