Date of dispatch of this notice: 22/11/2018
External Reference: 2018-256858
TED Reference: 2018/S 228-522071
Contract award notice
Information
Published
Contract award notice
Cached Version
Contract award notice
Results of the procurement procedure
Directive 2014/24/EU
Section I: Contracting authority
I.1)
Name and addresses
Fáilte Ireland-National Tourism Development Authority
N/A
88-95 Amiens Street
Dublin
1
IE
Contact person:
Sabrina Jones
Telephone:
+353 18847888
E-mail:
procurement@failteireland.ie
NUTS code:
IE -
IRELAND
Main address:
www.failteireland.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1169
I.4)
Type of the contracting authority
Body governed by public law
I.5)
Main activity
General public services
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
The Provision of Business Process & Customer Support Services
Reference number:
BI/2018/01
II.1.2)
Main CPV code
79400000
-
Business and management consultancy and related services
II.1.3)
Type of contract
Services
II.1.4)
Short description
Failte Ireland are looking for a Professional Services supply partner to create a differentiated customer experience through the provision of a world-class Business Process & Customer Support service. Acting as Fáilte Ireland’s first point of contact for all customers across our service offering, the successful Tenderer will tactically support Fáilte Ireland business units in administering these services to our customers.
II.1.6)
Information about lots
This contract is divided into lots:
no
II.1.7)
Total value of the procurement
Lowest offer:
3000000.00
EUR
/
Highest offer:
7000000.00
EUR
taken into consideration
(excluding VAT)
II.2)
Description
II.2.2)
Additional CPV code(s)
79400000
-
Business and management consultancy and related services
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
Failte Ireland are looking for a Professional Services supply partner to create a differentiated customer experience through the provision of a world-class Business Process & Customer Support service. Acting as Fáilte Ireland’s first point of contact for all customers across our service offering, the successful Tenderer will tactically support Fáilte Ireland business units in administering these services to our customers.
II.2.5)
Award criteria
Criteria below
Quality criterion
-
Name:
Overall technical merit of the proposed solution
/
Weighting:
15
Quality criterion
-
Name:
Overall merit of the Human Resources proposed
/
Weighting:
20
Quality criterion
-
Name:
Mobilisation, Contract Management & Reporting
/
Weighting:
15
Quality criterion
-
Name:
Service Excellent, Added Value & Innovation
/
Weighting:
15
Cost criterion
-
Name:
Ultimate Cost
/
Weighting:
35
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
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 052-115325
Section V: Award of contract
Contract No: BI/2018/01
Title: The Provision of Business Process & Customer Support Services
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
20/11/2018
V.2.2)
Information about tenders
Number of tenders received:
2
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor
Capita Customer Solutions
Unit B, West Cork Technology Park
Clonakillty
Co Cork
IE
NUTS code:
IE -
IRELAND
The contractor is an SME : no
V.2.4)
Information on value of the contract/lot (excluding VAT)
Lowest offer:
3000000.00
EUR
/
Highest offer:
7000000.00
EUR
taken into consideration
Section VI: Complementary information
VI.3)
Additional information
1) 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. 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 authority 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 authority will not be responsible for any costs, charges or expenses incurred by candidates, participants or tenderers.
4) Establishment of this contract will be subject to the approval of the competent authorities.
5) If for any reason it is not possible to conclude the contract with the designated successful tenderer emerging from this competitive process; or if having concluded contract the contracting authority considers that the successful tenderer has not met, or cannot meet its obligations; the contracting authority reserves the right to contract with the next highest scoring tenderer on the basis of the same terms at any time during the tender validity period. This shall be without prejudice to the right of the contracting authority to cancel this competitive process and/or initiate a new contract award procedure at its sole discretion.
6) At its absolute discretion, the contracting authority may elect to terminate this procurement process, at any time.
7) Without prejudice to the principle of equal treatment, the contracting authority 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 at the application stage.
2) This is the sole call for competition for this service.
3) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates, participants or tenderers.
4) Establishment of this contract will be subject to the approval of the competent authorities.
5) If for any reason it is not possible to conclude the contract with the designated successful tenderer emerging from this competitive process; or if having concluded contract the contracting authority considers that the successful tenderer has not met, or cannot meet its obligations; the contracting authority reserves the right to contract with the next highest scoring tenderer on the basis of the same terms at any time during the tender validity period. This shall be without prejudice to the right of the contracting authority to cancel this competitive process and/or initiate a new contract award procedure at its sole discretion.
6) At its absolute discretion, the contracting authority may elect to terminate this procurement process, at any time.
7) Without prejudice to the principle of equal treatment, the contracting authority 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 at the application stage.
VI.4)
Procedures for review
VI.4.1)
Review body
VI.4.3)
Review procedure
Precise information on deadline(s) for review procedures:
The contracting authority will not conclude this contract to which a standstill period applies in accordance with Irish Statutory Instrument SI 130 of 2010, until after the expiry of the standstill period which commences on the day following the date of notification of concerned candidates and tenderers. The duration of the standstill period will be 14 calendar days where notifications are sent electronically or by fax and 16 calendar days where these are sent by any other means. The Statutory Instrument mentioned above provides that review procedures are available in the High Court to a person who has or has had an interest in obtaining the contract and alleges that he or she has been harmed or is at risk of being harmed by an infringement of the law in relation to that contract.