Date of dispatch of this notice: 16/01/2019
Expire date: 18/02/2019
External Reference: 2019-261980
TED Reference: 2019/S 014-028837
Contract notice
Information
Published
Contract notice
Contract notice
Directive 2014/24/EU
Section I: Contracting authority
I.1)
Name and addresses
ITSLIGO
N/A
Ash Lane
Sligo
SLIGO
IE
Contact person:
Caroline Burke
Telephone:
+353 719137331
E-mail:
burke.caroline@itsligo.ie
Fax:
+353 719160934
Internet address(es):
Main address:
http://www.itsligo.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/235
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=140765&B=ETENDERS_SIMPLEAdditional information can be obtained from
the abovementioned address:
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
Education
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Request for tender for Services Required for Contact Centre for External Services
II.1.2)
Main CPV code
79512000
-
Call centre
II.1.3)
Type of contract
Services
II.1.4)
Short description
IT SLIGO aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of Student Recruitment, Application and Registration enquiries and workflows, and payment of associated fees as relevant, and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as 'chatbots' etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
II.1.5)
Estimated total value
Value excluding VAT: 360000.00
EUR
II.1.6)
Information about lots
This contract is divided into lots:
no
II.2)
Description
II.2.2)
Additional CPV code(s)
72512000
-
Document management services
75112000
-
Administrative services for business operations
79999100
-
Scanning services
II.2.3)
Place of performance
Main site or place of performance:
Ireland
II.2.4)
Description of the procurement
IT SLIGO aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of Student Recruitment, Application and Registration enquiries and workflows, and payment of associated fees as relevant, and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as 'chatbots' etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
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: 360000.00
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:
This contract is initially for 3 yrs with option to extend for further 2
II.2.10)
Information about variants
Variants will be accepted:
yes
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 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:
Please refer to RFT
III.1.2)
Economic and financial standing
List and brief description of selection criteria:
Please refer to RFT document
Minimum level(s) of standards possibly required:
Please refer to RFT document
III.1.3)
Technical and professional ability
List and brief description of selection criteria:
Please refer to RFT document
Minimum level(s) of standards possibly required:
Refer to RFT document
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.2.2)
Time limit for receipt of tenders or requests to participate
Date:
18/02/2019
Local time:
12:00
IV.2.4)
Languages in which tenders or requests to participate may be submitted
English
IV.2.7)
Conditions for opening of tenders
Date:
18/02/2019
Local time:
14:00
Section VI: Complementary information
VI.1)
Information about recurrence
This is a recurrent procurement:
yes
VI.2)
Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)
Additional information
Interested parties must register their interest on 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 this website, registration for which is free of charge. IT Sligo will not accept responsibility for information relayed (or not relayed) via third parties.
VI.4)
Procedures for review
VI.4.1)
Review body
The High Court
Inns Quay
Dublin
IE