ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 23/04/2018

Expire date: 05/06/2018

External Reference: 2018-479199

TED Reference: 2018/S 079-176913

Contract notice

Cached Version

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Road Safety Authority (RSA)
N/A
Moy Business Park
Ballina
Primrose Hill
IE
Contact person: Tracey O'Mahony
Telephone: +353 9600000
E-mail: procurement@rsa.ie
NUTS code:  IE -  IRELAND
Internet address(es):
Main address: www.rsa.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/481

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=128039&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=128039&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)

Type of the contracting authority

Body governed by public law
I.5)

Main activity

Other activity:  Road Safety and Public Service Provision

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

RFT for Provision, Support and Maintenance of Query Management, Knowledge Management and Telephony Solution.
Reference number:  ET1804
II.1.2)

Main CPV code

48445000  -  Customer Relation Management software package
II.1.3)

Type of contract

Services
II.1.4)

Short description

The RSA invites responses to this tender for the supply and support of an integrated Query Management, Knowledge Management and VoIP Telephony Solution. The objectives are to establish the Customer Call Centre as a centre of excellence for handling queries from customers and the public, and to deliver a modern VoIP Telephony Solution for organisation-wide communications which removes the reliance on fixed line ISDN services. The solution will transform our operational processes for managing customer queries and requests for information and should cater for all existing current and future modes of queries (e.g. phone, e-mail, social media, webchat, etc.). The scope of the tender includes implementation services to establish the Solution and ongoing support and maintenance services for the Term of the Contract.
II.1.5)

Estimated total value

Value excluding VAT: 1800000.00  EUR
II.1.6)

Information about lots

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

Description

II.2.2)

Additional CPV code(s)

32342440  -  Voice-mail system
32342450  -  Voice recorders
32412000  -  Communications network
32429000  -  Telephone network equipment
32543000  -  Telephone switchboards
32544000  -  PABX equipment
32545000  -  PABX systems
32550000  -  Telephone equipment
32551000  -  Telephone cables and associated equipment
32551400  -  Telephone network
32552100  -  Telephone sets
32570000  -  Communications equipment
32571000  -  Communications infrastructure
48000000  -  Software package and information systems
48100000  -  Industry specific software package
48219700  -  Communications server software package
48311000  -  Document management software package
48311100  -  Document management system
48333000  -  Contact management software package
48510000  -  Communication software package
48511000  -  Desktop communications software package
48512000  -  Interactive voice response software package
64210000  -  Telephone and data transmission services
64214000  -  Dedicated-business telephone network services
64215000  -  IP telephone services
72000000  -  IT services: consulting, software development, Internet and support
72212000  -  Programming services of application software
72212311  -  Document management software development services
72212333  -  Contact management software development services
72212445  -  Customer Relation Management software development services
72212512  -  Interactive voice response software development services
72227000  -  Software integration consultancy services
II.2.3)

Place of performance

NUTS code:  IE -  IRELAND
Main site or place of performance:  
Ballina, County Mayo.
II.2.4)

Description of the procurement

The RSA invites responses to this tender for the supply and support of an integrated Query Management, Knowledge Management and VoIP Telephony Solution. The objectives are to establish the Customer Call Centre as a centre of excellence for handling queries from customers and the public, and to deliver a modern VoIP Telephony Solution for organisation-wide communications which removes the reliance on fixed line ISDN services. The solution will transform our operational processes for managing customer queries and requests for information and should cater for all existing current and future modes of queries (e.g. phone, e-mail, social media, webchat, etc.). The goals of this tender are to:
a) Deliver a Telephony Solution which will remove the reliance on fixed line service and replace with a VOIP service;
b) Deliver a Telephony Solution for the Customer Call Centre with enhanced functionality for providing agent screen pops, management controls and improved call recording functionalities;
c) Deliver a Query Management Solution which enables the recording, tracking and reporting of all customer queries regardless of contact channel;
d) Enable the development of ‘canned’ responses and self-serve options for high volume query types, providing consistency in service delivery;
e) Centralise the query management function (including all existing phone, email, postal queries and queries which may arise through future query channels) in the RSA Customer Care Centre (CCC);
f) Free up capacity within the various Business Units through enabling the customer to self-serve and enabling the CCC to respond to the majority of requests;
g) Provide a Knowledge Management Solution which delivers a central repository for knowledge & information assets held across the organisation;
h) Deliver an internal knowledge base where staff can create, edit and access appropriate query related content for the highest volume Frequently Asked Questions;
i) Through the knowledge base, enable staff to quickly answer the queries being dealt with, reducing processing time and improving quality of query responses;
j) Provide a repository for access to internal documentation & processes;
k) Provide seamless reporting across all platforms;
l) Deliver improved real time and historic call reporting.
The scope of the tender includes Implementation Services to establish the Solution and ongoing support and maintenance services for the Term of the Contract.
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: 1800000.00  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:  
The RSA reserves the right to extend the initial term for a period of up to 24 months with a maximum of two (2) such extensions up to a maximum term of 84 months.
II.2.10)

Information about variants

Variants will be accepted: no
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
II.2.14)

Additional information

Additional information is available in the RFT documents attached to this notice.

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

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: 2018/S 053-116773
IV.2.2)

Time limit for receipt of tenders or requests to participate

Date:  28/05/2018
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:  27/11/2018
IV.2.7)

Conditions for opening of tenders

Date:  28/05/2018
Local time:  12:00

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.3)

Additional information

Additional information is available in the RFT documents attached to this notice.
VI.4)

Procedures for review

VI.4.1)

Review body

The High Court of Ireland
High Court Central Office, Four Courts, Inns Quay
Dublin 7
IE
Telephone: +353 18886000
E-mail: highcourtcentraloffice@courts.ie
Fax: +353 18886125
Internet address: www.courts.ie