ETENDERS

Contract award notice

Information

Published

Date of dispatch of this notice: 29/05/2015

External Reference: 2015-175624

TED Reference: 2015/S 105-191608

Contract award notice

Cached Version

Contract award 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 18049680
Internet address(es):
General address of the contracting authority/entity: 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=82803&B=ETENDERS_SIMPLE
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:

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.1.4)

    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.1.5)

    Common procurement vocabulary (CPV)

    Main vocabulary
    79342300   Customer services
    Supplementary vocabulary
    79500000   Office-support services
    79512000   Call centre
    II.1.6)

    Information about Government Procurement Agreement (GPA)

    The contract is covered by the Government Procurement Agreement (GPA):  yes
    II.2)

    Total final value of contract(s)

    II.2.1)

    Total final value of contract(s)

    Section IV: Procedure

    IV.1)

    Type of procedure

    IV.1.1)

    Type of procedure

    competitive dialogue
    IV.2)

    Award criteria

    IV.2.1)

    Award criteria

    The most economically advantageous tender in terms of
    1. Understanding of the work to be undertaken  . Weighting 15
    2. Proposed Approach . Weighting 55
    3. Ultimate Cost . Weighting 30
    IV.2.2)

    Information about electronic auction

    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

    Contract notice
    Notice number in the OJEU: 2014/S 227-401296  of 21.11.2014

    Section V: Award of contract

    Contract No: 1 Lot No: 1 - Lot title:

    Contact Management Services

    V.1)

    Date of contract award decision:

    29.05.2015
    V.2)

    Information about offers

    Number of offers received: 4
    V.3)

    Name and address of economic operator in favour of whom the contract award decision has been taken

    Abtran Limited
    Building 4, University Technology Centre, Curraheen Road, Bishopstown
    Cork
    IE
    Telephone: +353 212301800
    E-mail: tenders@abtran.com
    Fax: +353 212301801
    Internet address:
    V.4)

    Information on value of contract

    Total final value of the contract:
    Value: 1060121 EUR
    Excluding VAT
    V.5)

    Information about subcontracting

    The contract is likely to be sub-contracted: no

    Section VI: Complementary information

    VI.1)

    Information about European Union funds

    The contract is related to a project and/or programme financed by European Union funds: no
    VI.3)

    Procedures for appeal

    VI.3.1)

    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.3.2)

    Lodging of appeals

    Precise information on deadline(s) for lodging appeals:

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

    VI.3.3)

    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