Date of dispatch of this notice: 19/12/2017
Expire date: 26/01/2018
External Reference: 2017-630175
TED Reference: 2017/S 245-513136
Contract notice - utilities
Information
Published
Contract notice - utilities
Cached Version
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
Dublin 3
East Wall Road
IE
Contact person:
Joey Gormly
Telephone:
+353 17027474
E-mail:
joey.gormly@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=123118&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=123118&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
Service Provider to provide All Contact Centre Customer Service & Sales Activities for Residential & Business Customers
Reference number:
SS/CON/2620
II.1.2)
Main CPV code
79342320
-
Customer-care services
II.1.3)
Type of contract
Services
II.1.4)
Short description
Service Provider to provide All Contact Centre Customer Service & Sales Activities for Residential & Business Customers
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
Residential Customer Service, Additional Sales & Home Energy Services
Lot No:
1
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
All contact centre activity related to customer service and home energy services including telephone, email, new media and administration/back office related activity for Residential customers. Also includes sales of products and services to existing customers (sales through service), and retention activities.
This contract (Lot) may be awarded to more than one service provider.
This contract (Lot) may be awarded to more than one service provider.
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
Envisaged minimum number:
1
/
Maximum number:
6
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria and
rules outlined in the qualification questionnaire and at least the top scoring six applicants will be invited to tender, subject to that number qualifying.
rules outlined in the qualification questionnaire and at least the top scoring six 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:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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 consult the associated documentation, which contains full instructions
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
II.2)
Description
II.2.1)
Title
Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)
Lot No:
2
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
All contact centre inbound and outbound sales including home energy services related activity including telephone, email, new media and associated administration for Residential customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity.
This contract (Lot) may be awarded to more than one service provider.
This contract (Lot) may be awarded to more than one service provider.
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
Envisaged minimum number:
1
/
Maximum number:
6
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria and
rules outlined in the qualification questionnaire and at least the top scoring six applicants will be invited to tender, subject to that number qualifying.
rules outlined in the qualification questionnaire and at least the top scoring six 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:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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 consult the associated documentation, which contains full instructions
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
II.2)
Description
II.2.1)
Title
Business Customer Service, Additional Sales & Energy Services
Lot No:
3
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
All contact centre activity related to customer service and energy services including telephone, email, new media and administration/back office related activity for Business customers. Also includes sales of products and services to existing customers (sales through service), and retention activities.
This contract (Lot) may be awarded to more than one service provider.
This contract (Lot) may be awarded to more than one service provider.
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
Envisaged minimum number:
1
/
Maximum number:
6
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria and
rules outlined in the qualification questionnaire and at least the top scoring six applicants will be invited to tender, subject to that number qualifying.
rules outlined in the qualification questionnaire and at least the top scoring six 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:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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 consult the associated documentation, which contains full instructions
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
II.2)
Description
II.2.1)
Title
Business Sales (Winback, Acquisition,
Lot No:
4
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
All contact centre inbound and outbound sales including energy services related activity including telephone, email, new media and associated administration for Business customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity.
This contract (Lot) may be awarded to more than one service provider.
This contract (Lot) may be awarded to more than one service provider.
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
Envisaged minimum number:
1
/
Maximum number:
6
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria and
rules outlined in the qualification questionnaire and at least the top scoring six applicants will be invited to tender, subject to that number qualifying.
rules outlined in the qualification questionnaire and at least the top scoring six 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:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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 consult the associated documentation, which contains full instructions
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
II.2)
Description
II.2.1)
Title
Northern Ireland (NI)
Lot No:
5
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
Electric Ireland’s NI business is currently being performed in-house. However, we reserve the right to offer the customer service & sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract or to run a separate tender process for this activity in the future.
If we do decide to offer the customer service & sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract it will be for:
All contact centre activity related to customer service and sales including energy services including telephone, email, new media and administration/back office related activity for NI Residential and Business customers.
This contract (Lot) may be awarded to more than one service provider.
If we do decide to offer the customer service & sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract it will be for:
All contact centre activity related to customer service and sales including energy services including telephone, email, new media and administration/back office related activity for NI Residential and Business customers.
This contract (Lot) may be awarded to more than one service provider.
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
Envisaged minimum number:
1
/
Maximum number:
6
Objective criteria for choosing the limited number of candidates:
Applicants will be assessed on the quality of their responses to the criteria and
rules outlined in the qualification questionnaire and at least the top scoring six applicants will be invited to tender, subject to that number qualifying.
rules outlined in the qualification questionnaire and at least the top scoring six 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:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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 consult the associated documentation, which contains full instructions
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
regarding the submission of tenders and is available to download from
www.etenders.gov.ie using RFT ID128251
Section III: Legal, economic, financial and technical information
III.1)
Conditions for participation
III.1.1)
Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251
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.1.4)
Objective rules and criteria for participation
List and brief description of rules and criteria: As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251
III.1.6)
Deposits and guarantees required
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251
III.1.7)
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251
III.1.8)
Legal form to be taken by the group of economic operators to whom the contract is to be awarded
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID128251
III.2)
Conditions related to the contract
Section IV: Procedure
IV.1)
Description
IV.1.1)
Type of procedure
Negotiated procedure with prior call for competition
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:
1/26/2018
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 ordering will be used
Electronic payment will be used
VI.3)
Additional information
Interested parties must register their interest on the eTenders web site
(www.etenders.gov.ie) in order to be included on the mailing list for clarifications. A confidentiality agreement must be completed, signed and scanned in order to obtain the PQQ document.
All information relating to attachments, including clarifications and changes, will
be published on the Irish Government Procurement Opportunities Portal
(www.etenders.gov.ie) only. Registration is free of charge. The contracting entity
will not accept responsibility for information relayed (or not relayed) via third
parties
2) This is the sole call for competition for this service.
3) The contracting entity will not be responsible for any costs, charges or
expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the contract one or
more of the tenderers invited following the conclusion of this competitive
process, or having awarded a contract under the framework agreement, the
contracting entity reserves the right to invite the next highest scoring tenderer into the RFT stage of the tender competition and/or deliver the contract as appropriate to the
circumstances pertaining to the contract.
7) At its absolute discretion, the contracting entity may elect to terminate this
procurement process or any contract awarded under this tender process at any time.
8) Please note in relation to all documents, that where reference is made to a
particular standard, make, source, process, trademark, type or patent, that this
is not to be regarded as a de facto requirement. In all such cases it should be
understood that such indications are to be treated strictly and solely for
reference purposes only, to which the words "or equivalent" will always be
appended.
9) Without prejudice to the principle of equal treatment, the contracting entity is
not obliged to engage in a clarification process in respect of questionnaires with
missing or incomplete information. Therefore, candidates are advised to ensure
that they return fully completed questionnaires in order to avoid the risk of
elimination from the competition.
10) At Section II.2.9 we have indicated that up to 6 applicants will be invited to tender,
please note that the contracting entity reserves the right to invite at least 6
applicants subject to that number qualifying.
(www.etenders.gov.ie) in order to be included on the mailing list for clarifications. A confidentiality agreement must be completed, signed and scanned in order to obtain the PQQ document.
All information relating to attachments, including clarifications and changes, will
be published on the Irish Government Procurement Opportunities Portal
(www.etenders.gov.ie) only. Registration is free of charge. The contracting entity
will not accept responsibility for information relayed (or not relayed) via third
parties
2) This is the sole call for competition for this service.
3) The contracting entity will not be responsible for any costs, charges or
expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the contract one or
more of the tenderers invited following the conclusion of this competitive
process, or having awarded a contract under the framework agreement, the
contracting entity reserves the right to invite the next highest scoring tenderer into the RFT stage of the tender competition and/or deliver the contract as appropriate to the
circumstances pertaining to the contract.
7) At its absolute discretion, the contracting entity may elect to terminate this
procurement process or any contract awarded under this tender process at any time.
8) Please note in relation to all documents, that where reference is made to a
particular standard, make, source, process, trademark, type or patent, that this
is not to be regarded as a de facto requirement. In all such cases it should be
understood that such indications are to be treated strictly and solely for
reference purposes only, to which the words "or equivalent" will always be
appended.
9) Without prejudice to the principle of equal treatment, the contracting entity is
not obliged to engage in a clarification process in respect of questionnaires with
missing or incomplete information. Therefore, candidates are advised to ensure
that they return fully completed questionnaires in order to avoid the risk of
elimination from the competition.
10) At Section II.2.9 we have indicated that up to 6 applicants will be invited to tender,
please note that the contracting entity reserves the right to invite at least 6
applicants subject to that number qualifying.
VI.4)
Procedures for review
VI.4.1)
Review body
Chief Registrar
Four Courts, Inns Quay
Dublin 7
IE
Telephone:
+353 18886000
Internet address:
http://www.courts.ie
VI.4.4)
Service from which information about the review procedure may be obtained
NOT APPLICABLE
DUBLIN
IE