Date of dispatch of this notice: 27/08/2018
Expire date: 13/09/2018
External Reference: 2018-068824
TED Reference: 2018/S 166-379360
Periodic indicative Notice - Utilities
Information
Published
Periodic indicative Notice - Utilities
Periodic indicative notice – utilities
This notice is a periodic indicative notice only
Services
Directive 2014/25/EU
Section I: Contracting entity
I.1)
Name and addresses
Irish Water
IE3191327JH
The Shared Services Procurement Manager, Ervia
Cork
Co.Cork
IE
Contact person:
Tender Admin
Telephone:
+353 214239506
E-mail:
tenders@ervia.ie
NUTS code:
IE -
IRELAND
Main address:
http://www.ervia.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/129496
I.3)
Communication
Additional information can be obtained from
the abovementioned address:
I.6)
Main activity
Water
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Framework for supply of Contact Centre Services
Reference number:
18/177
II.1.2)
Main CPV code
79512000
-
Call centre
II.1.3)
Type of contract
Services
II.1.4)
Short description
If and when a competition is held it will be to appoint suitably qualified service provider(s) for the provision of a multi-channel Contact Centre and associated administration services for Irish Water.
In scope, a key objective of this requirement is to support the delivery of efficient end-to-end service provision across front and back office activities.
To register your interest in this PIN notice please email tenders@ervia.ie with the reference number and title ‘18/177 - Framework for supply of Contact Centre Services’ in the subject line of the email, please include your contact details to include the name of your organisation, your name, your position with the organisation, email address and telephone number. An expression of interest must be made by 17:00hrs(local time) Thursday 13th September 2018.
In scope, a key objective of this requirement is to support the delivery of efficient end-to-end service provision across front and back office activities.
To register your interest in this PIN notice please email tenders@ervia.ie with the reference number and title ‘18/177 - Framework for supply of Contact Centre Services’ in the subject line of the email, please include your contact details to include the name of your organisation, your name, your position with the organisation, email address and telephone number. An expression of interest must be made by 17:00hrs(local time) Thursday 13th September 2018.
II.1.6)
Information about lots
This contract is divided into lots:
no
II.2)
Description
II.2.2)
Additional CPV code(s)
48333000
-
Contact management software package
72212333
-
Contact management software development services
72253000
-
Helpdesk and support services
72253100
-
Helpdesk services
79342300
-
Customer services
79342310
-
Customer survey services
79342311
-
Customer satisfaction survey
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
This PIN is for the provision of multi-channel contact centre and associated administration services for business and domestic Irish Water customers, to include, but not be limited to providing the following services:
• Information and support provision relating to billing and supply queries.
• Customer account management
• Case and escalation management
• Complaint management
• Billing, meter data and payments exception management, e.g. pending bills, adjustments, suspense accounts, meter read anomalies etc.
• Payment processing
• Debt collections
• New connections and licensing application management
• Out of hours emergency contact response provision.
• Major weather events contact response provision.
• Revenue Assurance Activity
• Information and support provision relating to billing and supply queries.
• Customer account management
• Case and escalation management
• Complaint management
• Billing, meter data and payments exception management, e.g. pending bills, adjustments, suspense accounts, meter read anomalies etc.
• Payment processing
• Debt collections
• New connections and licensing application management
• Out of hours emergency contact response provision.
• Major weather events contact response provision.
• Revenue Assurance Activity
II.2.14)
Additional information
To register your interest in this PIN notice please email tenders@ervia.ie with the reference number and title in the subject line of the email, please include your contact details to include the name of your organisation, your name, your position with the organisation, email address and telephone number. An expression of interest must be made by 17:00hrs(local time) Thursday 13th September 2018.
II.3)
Estimated date of publication of contract notice:
31/07/2020
Section IV: Procedure
IV.1)
Description
IV.1.8)
Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement
: yes
IV.2)
Administrative information
Section VI: Complementary information
VI.3)
Additional information
To register your interest in this PIN notice please email tenders@ervia.ie with the reference number and title ‘18/177 - Framework for supply of Contact Centre Services’ in the subject line of the email, please include your contact details to include the name of your organisation, your name, your position with the organisation, email address and telephone number. An expression of interest must be made by 17:00hrs(local time) Thursday 13th September 2018.