Date of dispatch of this notice: 25/10/2017
External Reference: 2017-462522
TED Reference: 2017/S 207-428964
Contract award notice - utilities
Information
Published
Contract award notice - utilities
Cached Version
Contract award notice – utilities
Results of the procurement procedure
Services
Directive 2014/25/EU
Section I: Contracting entity
I.1)
Name and addresses
Iarnród Éireann-Irish Rail
N/A
Procurement, CIE Works,
Dublin 8
Inchicore
IE
Contact person:
Gavin Cahill
Telephone:
+353 01-7031755
E-mail:
gavin.cahill@irishrail.ie
Fax:
+353 01-7031777
NUTS code:
IE -
IRELAND
Main address:
https://www.irishrail.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/433
I.6)
Main activity
Railway services
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Customer Contact Call Handling Services & The Provision of Customer Agents
Reference number:
6849
II.1.2)
Main CPV code
79512000
-
Call centre
II.1.3)
Type of contract
Services
II.1.4)
Short description
Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
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
II.2.4)
Description of the procurement
Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
The core services required under this contract include:-
Customer Information – information calls account for c60% of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls.
Book your ticket – calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same.
Group Tickets – calls relate to the purchase of group or multiple seats bookings.
Customer Assistance and Feedback – calls relate to assistance with bookings made online.
Customer Care – calls relate to a fall down in services.
Revenue Protection – calls relate to fines issued to those passengers caught travelling without a ticket.
The Customer agents will be based at Iarnród Éireann, Head Office, Connolly station and will be tasked with the following administration roles with the Customer Experience team:
• Customer email and phone call responses within designated SLA.
• Servicing walk in Customer contacts.
• General office duties.
• Liaising with other departments as required.
• Providing top class service to Customers.
The core services required under this contract include:-
Customer Information – information calls account for c60% of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls.
Book your ticket – calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same.
Group Tickets – calls relate to the purchase of group or multiple seats bookings.
Customer Assistance and Feedback – calls relate to assistance with bookings made online.
Customer Care – calls relate to a fall down in services.
Revenue Protection – calls relate to fines issued to those passengers caught travelling without a ticket.
The Customer agents will be based at Iarnród Éireann, Head Office, Connolly station and will be tasked with the following administration roles with the Customer Experience team:
• Customer email and phone call responses within designated SLA.
• Servicing walk in Customer contacts.
• General office duties.
• Liaising with other departments as required.
• Providing top class service to Customers.
II.2.5)
Award criteria ( Agree to publish? yes )
Criteria below
Quality criterion
-
Name:
Project Implementation Plan
/
Weighting:
30%
Quality criterion
-
Name:
Contract & Performance Management
/
Weighting:
20%
Cost criterion
-
Name:
Total Cost
/
Weighting:
50%
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
Negotiated procedure with prior call for competition
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: 2017/S 062-116879
Section V: Award of contract
Contract No: 1
Title: Customer Contact Call Handling Services
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
2017-10-20
V.2.2)
Information about tenders ( Agree to publish? yes )
Number of tenders received:
4
Number of tenders received from SMEs:
4
Number of tenders received from tenderers from other EU Member States:
4
Number of tenders received from tenderers from non-EU Member States:
0
Number of tenders received by electronic means:
0
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor ( Agree to publish? yes )
Capita Customer Solutions Limited
377757
West Cork Technology Park
Clonakilty, Cork
P85 YH98
IE
Telephone:
+353 238832800
Fax:
+353 238832869
NUTS code:
IE -
IRELAND
Internet address:
www.capitalcustomersolutions.ie
The contractor is an SME : yes
Section VI: Complementary information
VI.4)
Procedures for review
VI.4.1)
Review body
The High Court
Four Courts, Inns Quay
Dublin
7
IE
Telephone:
+353 18886000
Internet address:
http:///www.courts.ie