ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 21/12/2017

Expire date: 26/01/2018

External Reference: 2017-924612

TED Reference: 2017/S 247-518988

Contract notice

Cached Version

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

National Screening Service
N/A
King's Inns House
Dublin
200 Parnell Street
IE
Contact person: Mark Phillips
Telephone: +353 018659300
E-mail: mark.phillips@cancerscreening.ie
NUTS code:  IE -  IRELAND
Internet address(es):
Main address: https://www.screeningservice.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/441

I.2)

Joint procurement

The contract is awarded by a central purchasing body
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=123117&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=123117&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)

Type of the contracting authority

Regional or local authority
I.5)

Main activity

Health

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Provision of Enquiry, Feedback and Support Handling Services for the National Screening Programme
Reference number:  NSS 18/1
II.1.2)

Main CPV code

32332200  -  Telephone-answering machines
II.1.3)

Type of contract

Services
II.1.4)

Short description

The NSS is seeking submissions from suitably qualified service providers for the provision of enquiry, feedback and support handling and related administrative support services for the National Screening Services Programmes x 4.
II.1.5)

Estimated total value

Value excluding VAT: 250000.00  EUR
II.1.6)

Information about lots

This contract is divided into lots: no
II.2)

Description

II.2.2)

Additional CPV code(s)

75112000  -  Administrative services for business operations
79512000  -  Call centre
II.2.3)

Place of performance

NUTS code:  IE -  IRELAND
Main site or place of performance:  
Ireland
II.2.4)

Description of the procurement

The NSS is seeking submissions from suitably qualified service providers for the provision of enquiry, feedback and support handling and related administrative support services for the National Screening Services Programmes x 4.
Services will include and is not limited to;
• Accept all calls from eligible clients of the screening programmes in a professional and timely manner through the programmes dedicated Freephone line 1800 45 45 55
• The programmes Freephone line should be well supported Mon – Fridays 9.00 – 18.00 in accepting >95% of all calls placed
• Populate the programmes ICT systems with a high level of accuracy (this will be a key requirement that is both measured and monitored)
• Provision of a dedicated operational manager assigned to programme calls
• Provision of a full time and dedicated operational agent to be placed in the CervicalCheck programme offices in Limerick for the duration of the contract
• Provision of sample calls received from agents daily/
weekly
• Provision of activity reports in line with KPI’s
Contract term -3 years. This is a zero volume guaranteed service. Furthermore, this is a demand led service and is open to change
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: 250000.00  EUR
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:  
Option to extend by 2 years in increments of 12 months.
II.2.10)

Information about variants

Variants will be accepted: no
II.2.11)

Information about options

Options: no
II.2.12)

Information about electronic catalogues

Tenders must be presented in the form of electronic catalogues or include an electronic catalogue
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

This is demand led service. As such, there is no guarantee of throughput or service offered.

Section III: Legal, economic, financial and technical information

III.1)

Conditions for participation

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

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.2.1)

Previous publication concerning this procedure

Notice number in the OJ S: 2011/S 240-389614
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

Tender must be valid until:  12/1/2018
IV.2.7)

Conditions for opening of tenders

Date:  1/26/2018
Local time:  12:00
Place:  
NSS offices Dublin via restricted Etenders post box

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement:  yes
Estimated timing for further notices to be published:  
3-5 years
VI.2)

Information about electronic workflows

Electronic invoicing will be accepted
VI.4)

Procedures for review

VI.4.1)

Review body

The Court Service
Arran Quay
Dublin
1
IE