Date of dispatch of this notice: 09/12/2016
Expire date: 13/01/2017
External Reference: 2016-250637
TED Reference: 2016/S 241-439876
Contract notice - utilities
Information
Published
Contract notice - utilities
Contract notice – utilities
Services
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
Dublin
IE
Contact person:
Sharon McDonald
Telephone:
+353 17027328
E-mail:
sharon.mcdonald@esb.ie
NUTS code:
IE -
IRELAND
Main address:
http://www.esb.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377
I.3)
Communication
Access to the procurement documents is restricted. Further information can be obtained at:
http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=105953&B=ETENDERS_SIMPLEAdditional 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=105953&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.6)
Main activity
Electricity
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
ecars Electric Vehicle Customer Services
Reference number:
SS/CON/3005
II.1.2)
Main CPV code
79342300
-
Customer services
II.1.3)
Type of contract
Services
II.1.4)
Short description
This requirement is for the supply of customer call centre services, customer administration, data analytics, customer acquisition and social media services. The ESB ecars electric vehicle charging infrastructure is made up of 100 fast chargers and approximately 600 AC public chargers and these numbers may grow in the next 2 to 3 years. ESB ecars operates this infrastructure in the Republic of Ireland and Northern Ireland. ESB ecars are also active in sourcing business in the UK and could have business interests there within the lifetime of the contract associated with this tender.
II.1.6)
Information about lots
This contract is divided into lots:
yes
Tenders may be submitted for
all lots
II.2)
Description
II.2.1)
Title
Customer Call Centre Services, Customer Administration ,Data Analytics
Lot No:
1
II.2.2)
Additional CPV code(s)
79342000
-
Marketing services
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
Lot 1 - Customer Call Centre Services, Customer Administration, Data Analytics
Customer Call Centre Services
The service provision will be 24 hours per day, 7 days per week, 365 days per year. The call centre will process calls received from EV drivers and will take the appropriate action depending on the nature of the call. The operatives will be expected to utilise our Charge Point Management System (CPMS) to diagnose possible issues, remotely access the charge points and escalate calls depending on the nature of them. Also included are new customer registrations, payment processing and any additional services that a potential EV customer may require. The ESB ecar customer communication process will be managed by the vendor; this will include monitoring the email in-boxes, processing emails and taking the necessary action depending on their nature. Responding to post from customers. IM (Instant Messaging), Webchat and other services that may arise due to new technologies are services that could be required from the call centre.
Customer Administration
ESB ecars install EV home chargers when customers purchase new EVs. This tender will include the administration of this service including liaising with our home charge point installer and other relevant personnel. New ESB ecar customers are issued with a welcome pack and RFID access card. The vendor will be responsible for managing this service end to end, including printing the required documents to issue to the customer and reporting to ESB ecars on the numbers of cards issued, to whom and which locations they are based.
Data Analytics
Data Analytics should drive meaningful insight into our EV drivers. Data from the Web, ESB ecars’ CPMS, Call Centre, etc. can be used. Analysis of all available data should improve the customer experience, improve the overall service delivery and help better understand the EV customer and drive innovative change in the ESB ecars business. We expect information in the Data Analytic reports provided will play a significant contribution to our business decisions.
Customer Call Centre Services
The service provision will be 24 hours per day, 7 days per week, 365 days per year. The call centre will process calls received from EV drivers and will take the appropriate action depending on the nature of the call. The operatives will be expected to utilise our Charge Point Management System (CPMS) to diagnose possible issues, remotely access the charge points and escalate calls depending on the nature of them. Also included are new customer registrations, payment processing and any additional services that a potential EV customer may require. The ESB ecar customer communication process will be managed by the vendor; this will include monitoring the email in-boxes, processing emails and taking the necessary action depending on their nature. Responding to post from customers. IM (Instant Messaging), Webchat and other services that may arise due to new technologies are services that could be required from the call centre.
Customer Administration
ESB ecars install EV home chargers when customers purchase new EVs. This tender will include the administration of this service including liaising with our home charge point installer and other relevant personnel. New ESB ecar customers are issued with a welcome pack and RFID access card. The vendor will be responsible for managing this service end to end, including printing the required documents to issue to the customer and reporting to ESB ecars on the numbers of cards issued, to whom and which locations they are based.
Data Analytics
Data Analytics should drive meaningful insight into our EV drivers. Data from the Web, ESB ecars’ CPMS, Call Centre, etc. can be used. Analysis of all available data should improve the customer experience, improve the overall service delivery and help better understand the EV customer and drive innovative change in the ESB ecars business. We expect information in the Data Analytic reports provided will play a significant contribution to our business decisions.
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
Maximum number:
5
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria outline in the qualification questionnaire and at least the top scoring 5 Applicants will be invited to tender subject to that number qualifying.
II.2.10)
Information about variants
Variants will be accepted:
no
II.2.11)
Information about options
Options:
yes
Description of options:
The arising framework agreement(s) will be for three (3) years with the option to extend at the end of this period by two years plus an additional two years.
II.2.13)
Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
no
II.2.14)
Additional information
Please refer to the individual instructions for submission.
II.2)
Description
II.2.1)
Title
Customer Acquisition
Lot No:
2
II.2.2)
Additional CPV code(s)
79342000
-
Marketing services
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
Lot 2 - Customer Acquisition
Customer Acquisition
As the EV market grows and evolves, ESB ecars may require customer acquisition services to sell our products and services to prospective and current customers. Customer prospects and enquiries should be managed utilising a variety of marketing and promotional techniques.
Customer Acquisition
As the EV market grows and evolves, ESB ecars may require customer acquisition services to sell our products and services to prospective and current customers. Customer prospects and enquiries should be managed utilising a variety of marketing and promotional techniques.
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
Maximum number:
5
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria outline in the qualification questionnaire and at least the top scoring 5 Applicants will be invited to tender subject to that number qualifying
II.2.10)
Information about variants
Variants will be accepted:
no
II.2.11)
Information about options
Options:
yes
Description of options:
The arising framework agreement(s) will be for three (3) years with the option to extend at the end of this period by two years plus an additional two years.
II.2.13)
Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
no
II.2.14)
Additional information
Please refer to the individual instructions for submission
II.2)
Description
II.2.1)
Title
Social Media Services
Lot No:
3
II.2.2)
Additional CPV code(s)
79342000
-
Marketing services
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
Lot 3 - Social Media Services
Social Media Services
ESB ecars are active on several social media platforms. We would expect all channels to be managed in a consistent manner and one that reflects the ethos of ESB and to the highest standard of social customer care. This should include monitoring, responding, analysing and reporting to ESB on all online and digital traffic directed to ESB ecars. Content creation may also be required.
Social Media Services
ESB ecars are active on several social media platforms. We would expect all channels to be managed in a consistent manner and one that reflects the ethos of ESB and to the highest standard of social customer care. This should include monitoring, responding, analysing and reporting to ESB on all online and digital traffic directed to ESB ecars. Content creation may also be required.
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
Maximum number:
5
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria outline in the qualification questionnaire and at least the top scoring 5 Applicants will be invited to tender subject to that number qualifying
II.2.10)
Information about variants
Variants will be accepted:
no
II.2.11)
Information about options
Options:
yes
Description of options:
The arising framework agreement(s) will be for three (3) years with the option to extend at the end of this period by two years plus an additional two years.
II.2.13)
Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
no
II.2.14)
Additional information
Please refer to the individual instructions for submission
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
Negotiated procedure with prior 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
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 the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: yes
IV.2)
Administrative information
IV.2.2)
Time limit for receipt of tenders or requests to participate
Date:
11/01/2017
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
: 12
(from the date stated for receipt of tender)
Section VI: Complementary information
VI.1)
Information about recurrence
This is a recurrent procurement:
no
VI.2)
Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
VI.4)
Procedures for review
VI.4.1)
Review body
Chief Registrar
Four Courts, Inns Quay, Dublin 7
Dublin
IE
Telephone:
+353 18886000
Internet address:
http://www.courts.ie
VI.5)
Date of dispatch of this notice
13/12/2016