ETENDERS

Contract award notice

Information

Published

Date of dispatch of this notice: 16/12/2016

External Reference: 2016-060338

TED Reference: 2016/S 246-449741

Contract award notice

Cached Version

Contract award notice

Results of the procurement procedure

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.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.1.6)

Information about lots

This contract is divided into lots: no
II.1.7)

Total value of the procurement

Value excluding VAT:  59357.00  EUR
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 currently wishes to engage a suitably qualified company to provide Customer Contact Management Services. The successful tenderer will become the CER's first point of contact for all customer contact.
A detailed specification of requirements is set out in Appendix 1 of the tender documentation which is available to download from www.etenders.gov.ie
II.2.5)

Award criteria

Criteria below
Quality criterion  -  Name:  Quality of the tenderers approach to Service Delivery  /  Weighting:  40%
Quality criterion  -  Name:  Technical Merit of the Human Resources Proposed  /  Weighting:  25%
Price  -  Weighting:  35%
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 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: yes
IV.2)

Administrative information

IV.2.1)

Previous publication concerning this procedure

Notice number in the OJ S: 2016/S 152-275323

Section V: Award of contract

Contract No: 1

Lot No: 1

Title: Customer Contact Management Services

A contract/lot is awarded: yes
V.2)

Award of contract

V.2.1)

Date of conclusion of the contract

01/12/2016
V.2.2)

Information about tenders

Number of tenders received:  2
Number of tenders received by electronic means:  2
The contract has been awarded to a group of economic operators :  no
V.2.3)

Name and address of the contractor

ARI Services Europe Ltd [ARISE]
6335249L
Raheen Business Park
Limerick
Raheen
IE
Telephone: +353 061492905
E-mail: Joe.Cahalane@arise-europe.com
NUTS code:  IE -  IRELAND

The contractor is an SME : no
V.2.4)

Information on value of the contract/lot (excluding VAT)

Total value of the contract/lot:  59357.00  EUR

Section VI: Complementary information

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

16/12/2016