ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 04/08/2016

Expire date: 09/09/2016

External Reference: 2016-011949

TED Reference: 2016/S 152-275323

Contract notice

Cached Version

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Commission for Energy Regulation
N/A
The Exchange, Belgard Square North
Tallaght
Dublin 24
IE
Contact person: Theresa Metcalfe
Telephone: +353 14000800
E-mail: procurement@cer.ie
Fax: +353 14000850
NUTS code:  IE -  IRELAND
Internet address(es):
Main address: http://www.cer.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1232

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=101903&B=ETENDERS_SIMPLE
Additional information can be obtained from
the abovementioned address:  
Tenders or requests to participate must be submitted
electronically via:  http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=101903&B=ETENDERS_SIMPLE
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

Other activity:  Regulatory Body

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Customer Contact Management Services
Reference number:  011-03-348
II.1.2)

Main CPV code

79342320  -  Customer-care services
II.1.3)

Type of contract

Services
II.1.4)

Short description

The Commission for Energy Regulation invites tenders to this Request for Tenders (“RFT”) from economic operators for the provision of the services as described in Appendix 1 to this RFT (the “Services”).
In summary, the Services comprise: engaging a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of customer contact services is the purpose of this tender with its main requirement being that the successful Tenderer becomes the CER's first point of contact for all customer contact.
II.1.5)

Estimated total value

Value excluding VAT: 100000.00  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
II.2.3)

Place of performance

NUTS code:  IE -  IRELAND
II.2.4)

Description of the procurement

The Commission for Energy Regulation (CER) is Ireland’s independent energy and water regulator. The CER was established in 1999 and now has a wide range of economic, customer protection and safety responsibilities in energy. The CER is also the regulator of Ireland’s public water and wastewater system. The CER’s primary economic responsibilities in energy cover electricity generation, electricity and gas networks, and electricity and gas supply activities. As part of its role, the CER jointly regulates the all-island wholesale Single Electricity Market (SEM) with the Utility Regulator in Belfast. The SEM is governed by a decision-making body known as the SEM Committee, consisting of the CER, the Utility Regulator and an independent member. The overall aim of the CER’s economic role is to protect the interests of energy customers. The CER has an important related function in customer protection by resolving complaints that customers have with energy companies.The CER’s core focus in safety is to protect lives and property across a range of areas in the energy sector. This includes safety regulation of electrical contractors, gas installers and gas pipelines. In addition the CER is the safety regulator of upstream petroleum safety extraction and exploration activities, including on-shore and off-shore gas and oil.In 2014 the CER was appointed as Ireland's economic regulator of the Irish public water and wastewater sector. The CER has a responsibility to provide a complaint resolution service to Irish Water customers. The CER currently wishes to engage a Customer Contact Management Service from a suitably qualified organisation. The renewed outsourcing of our customer contact service is the purpose of this Tender with its main requirement being that the successful Tenderer becomes the CER’s first
point of contact for all customer contact.
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: 100000.00  EUR
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 12
This contract is subject to renewal: yes
Description of renewals:  
It is proposed to put in place a contract for a term of one year with an option for renewal for up to a further three periods of one year each.
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

List and brief description of selection criteria:  
It should be noted that a schedule of payments will be agreed with the successful tenderer.
The Commission for Energy Regulation operates in accordance with the European Communities (Late Payment in Commercial Transactions ) Regulations 2012.
III.2)

Conditions related to 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:  09/09/2016
Local time:  12:00
IV.2.4)

Languages in which tenders or requests to participate may be submitted

English
IV.2.7)

Conditions for opening of tenders

Date:  09/09/2016
Local time:  12:00

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

The High Court
Chief Registrar, Four Courts, Inns Quay
Dublin
7
IE
Internet address: http://www.courts.ie

VI.5)

Date of dispatch of this notice

04/08/2016