ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 28/07/2016

Expire date: 30/08/2016

External Reference: 2016-521900

TED Reference: 2016/S 147-265847

Contract notice

Cached Version

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Bord Altranais agus Cnáimhseachais na hÉireann/Nursing and Midwifery Board of Ireland
N/A
18/20 Carysfort Avenue
Co. Dublin
Blackrock
IE
Contact person: Eric Fitzpatrick
Telephone: +353 16398559
E-mail: efitzpatrick@nmbi.ie
Fax: +353 16398595
NUTS code:  IE -  IRELAND
Internet address(es):
Main address: http://www.nmbi.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/454

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=101706&B=ETENDERS_SIMPLE
Additional information can be obtained from
the abovementioned address:  
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)

Type of the contracting authority

Body governed by public law
I.5)

Main activity

Health

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Provision of Customer Call Centre and Processing Services
Reference number:  CCCPS16
II.1.2)

Main CPV code

79512000  -  Call centre
II.1.3)

Type of contract

Services
II.1.4)

Short description

NMBI management wish to exploit the contact centre expertise of operators to
provide support that will contribute to a more effective and efficient handling and
throughput of primarily overseas applications. The objective of the project is to establish a telephone call and email handling support service to provide support to the NMBI processing of overseas application for registration, taking payments from Nurses/Midwives and recording payment details. Operators may also be required to assist with processing work in times of peak demand and their rates for this work should be quoted separately.
II.1.5)

Estimated total value

Value excluding VAT: 450000.00  EUR
II.1.6)

Information about lots

This contract is divided into lots: no
II.2)

Description

II.2.2)

Additional CPV code(s)

79342300  -  Customer services
79342320  -  Customer-care services
II.2.3)

Place of performance

NUTS code:  IE -  IRELAND
Main site or place of performance:  
Blackrock, Co Dublin
II.2.4)

Description of the procurement

NMBI management wish to exploit the contact centre expertise of operators to
provide support that will contribute to a more effective and efficient handling and
throughput of primarily overseas applications. NMBI is looking for an operator that
has the appropriate resources available and has the range of call centre
competencies on hand to enhance the existing service provided by NMBI.
The contract will be for a period of 3 years with an option to extend for a further
year.
The objective of the project is to establish a telephone call and email handling
support service to provide support to the NMBI processing of overseas application
for registration, taking payments from Nurses/Midwives and recording payment
details with NMBI’s secure payment processor, responding to mailings regarding
annual retention fees, transfer of balance information files from NMBI to the call
centre provider on a daily basis, if required. Operators may also be required to
assist with processing work in times of peak demand and their rates for this work
should be quoted separately.
II.2.5)

Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)

Estimated value

Value excluding VAT: 450000.00  EUR
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 48
This contract is subject to renewal: no
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

Section III: Legal, economic, financial and technical information

III.1)

Conditions for participation

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.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

Open procedure
IV.1.8)

Information about the 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:  30/08/2016
Local time:  12:00
IV.2.4)

Languages in which tenders or requests to participate may be submitted

English
IV.2.6)

Minimum time frame during which the tenderer must maintain the tender

Duration in months : 3  (from the date stated for receipt of tender)
IV.2.7)

Conditions for opening of tenders

Date:  30/08/2016
Local time:  15:30
Place:  
Blackrock, Co Dublin

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement:  no
VI.4)

Procedures for review

VI.4.1)

Review body

High Court
Ground Floor Inns Quay
Dublin
IE
E-mail: highcourtcentraloffice@courts.ie

VI.4.4)

Service from which information about the review procedure may be obtained

High Court
Ground Floor Inns Quay
Dublin
IE
E-mail: highcourtcentraloffice@courts.ie

VI.5)

Date of dispatch of this notice

28/07/2016