Date of dispatch of this notice: 21/02/2019
External Reference: 2019-206428
TED Reference: 2019/S 040-091773
Contract award notice - utilities
Information
Published
Contract award notice - utilities
Cached Version
Contract award notice – utilities
Results of the procurement procedure
Services
Directive 2014/25/EU
Section I: Contracting entity
I.1)
Name and addresses
Electricity Supply Board ( ESB )
N/A
2 Gateway
Dublin 3
East Wall Road
IE
Contact person:
Joey Gormly
Telephone:
+353 17027474
E-mail:
joey.gormly@esb.ie
NUTS code:
IE -
IRELAND
Main address:
http://www.esb.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377
I.6)
Main activity
Electricity
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Service Provider to provide All Contact Centre Customer Service & Sales Activities for Residential & Business Customers
Reference number:
SS/CON/2620
II.1.2)
Main CPV code
79342320
-
Customer-care services
II.1.3)
Type of contract
Services
II.1.4)
Short description
Service Provider to provide All Contact Centre Customer Service & Sales Activities for Residential & Business Customers
II.1.6)
Information about lots
This contract is divided into lots:
yes
II.2)
Description
II.2.1)
Title
Residential Customer Service, Additional Sales & Home Energy Services
Lot No:
1
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
All contact centre activity related to customer service and home energy services including telephone, email, new media and administration/back office related activity for Residential customers. Also includes sales of products and services to existing customers (sales through service), and retention activities.
This contract (Lot) may be awarded to more than one service provider.
This contract (Lot) may be awarded to more than one service provider.
II.2.11)
Information about options
Options:
yes
Description of options:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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)
Description
II.2.1)
Title
Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)
Lot No:
2
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
All contact centre inbound and outbound sales including home energy services related activity including telephone, email, new media and associated administration for Residential customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity.
This contract (Lot) may be awarded to more than one service provider.
This contract (Lot) may be awarded to more than one service provider.
II.2.11)
Information about options
Options:
yes
Description of options:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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)
Description
II.2.1)
Title
Business Customer Service, Additional Sales & Energy Services
Lot No:
3
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
All contact centre activity related to customer service and energy services including telephone, email, new media and administration/back office related activity for Business customers. Also includes sales of products and services to existing customers (sales through service), and retention activities.
This contract (Lot) may be awarded to more than one service provider.
This contract (Lot) may be awarded to more than one service provider.
II.2.11)
Information about options
Options:
yes
Description of options:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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)
Description
II.2.1)
Title
Business Sales (Winback, Acquisition,
Lot No:
4
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
All contact centre inbound and outbound sales including energy services related activity including telephone, email, new media and associated administration for Business customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity.
This contract (Lot) may be awarded to more than one service provider.
This contract (Lot) may be awarded to more than one service provider.
II.2.11)
Information about options
Options:
yes
Description of options:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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)
Description
II.2.1)
Title
Northern Ireland (NI)
Lot No:
5
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79510000
-
Telephone-answering services
79512000
-
Call centre
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
II.2.4)
Description of the procurement
Electric Ireland’s NI business is currently being performed in-house. However, we reserve the right to offer the customer service & sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract or to run a separate tender process for this activity in the future.
If we do decide to offer the customer service & sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract it will be for:
All contact centre activity related to customer service and sales including energy services including telephone, email, new media and administration/back office related activity for NI Residential and Business customers.
This contract (Lot) may be awarded to more than one service provider.
If we do decide to offer the customer service & sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract it will be for:
All contact centre activity related to customer service and sales including energy services including telephone, email, new media and administration/back office related activity for NI Residential and Business customers.
This contract (Lot) may be awarded to more than one service provider.
II.2.11)
Information about options
Options:
yes
Description of options:
On the completion of the contract period three (3) years ESB retains the option, at
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
the discretion of ESB, to extend for two further periods of 24 months (4 years in total) to a maximum duration of 7 years (3+2+2)
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 lot was cancelled
Section IV: Procedure
IV.1)
Description
IV.1.1)
Type of procedure
Negotiated procedure with prior call for competition
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: 2017/S 245-513136
IV.2.9)
Information about termination of call for competition in the form of a periodic indicative notice
The contracting entity will not award any further contracts based on the above periodic indicative notice
Section V: Award of contract
Contract No: 1
Title: Residential Customer Service, Additional Sales & Home Energy Services
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
21/02/2019
V.2.2)
Information about tenders ( Agree to publish? yes )
Number of tenders received:
2
Number of tenders received from SMEs:
0
Number of tenders received from tenderers from other EU Member States:
1
Number of tenders received from tenderers from non-EU Member States:
0
Number of tenders received by electronic means:
2
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor ( Agree to publish? yes )
Abtran
260018
Blackrock Business Park
Cork
Bessboro Road
IE
Telephone:
+353 0212301800
E-mail:
tenders@abtran.com
Fax:
+353 0212301801
NUTS code:
IE -
IRELAND
Internet address:
http://www.abtran.com
The contractor is an SME : no
Section V: Award of contract
Contract No: 2
Lot No: 2
Title: Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
21/02/2019
V.2.2)
Information about tenders ( Agree to publish? yes )
Number of tenders received:
3
Number of tenders received from SMEs:
2
Number of tenders received from tenderers from other EU Member States:
0
Number of tenders received from tenderers from non-EU Member States:
0
Number of tenders received by electronic means:
3
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor ( Agree to publish? yes )
Abtran
260018
Blackrock Business Park
Cork
Bessboro Road
IE
Telephone:
+353 0212301800
E-mail:
tenders@abtran.com
Fax:
+353 0212301801
NUTS code:
IE -
IRELAND
Internet address:
http://www.abtran.com
The contractor is an SME : no
Section V: Award of contract
Contract No: 3
Lot No: 2
Title: Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
21/02/2019
V.2.2)
Information about tenders ( Agree to publish? yes )
Number of tenders received:
3
Number of tenders received from SMEs:
2
Number of tenders received from tenderers from other EU Member States:
0
Number of tenders received from tenderers from non-EU Member States:
0
Number of tenders received by electronic means:
3
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor ( Agree to publish? yes )
Field Management Ireland
8225032 M
Unit 3a Dundrum Business Park
Dublin 14
Dundrum
IE
Telephone:
+353 14963399
E-mail:
nicola.debeer@fmi.ie
NUTS code:
IE -
IRELAND
Internet address:
http://www.fmi.ie
The contractor is an SME : yes
Section V: Award of contract
Contract No: 4
Lot No: 3
Title: Business Customer Service, Additional Sales & Energy Services
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
21/02/2019
V.2.2)
Information about tenders ( Agree to publish? yes )
Number of tenders received:
2
Number of tenders received from SMEs:
0
Number of tenders received from tenderers from other EU Member States:
1
Number of tenders received from tenderers from non-EU Member States:
0
Number of tenders received by electronic means:
2
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor ( Agree to publish? yes )
Abtran
260018
Blackrock Business Park
Cork
Bessboro Road
IE
Telephone:
+353 0212301800
E-mail:
tenders@abtran.com
Fax:
+353 0212301801
NUTS code:
IE -
IRELAND
Internet address:
http://www.abtran.com
The contractor is an SME : no
Section V: Award of contract
Contract No: 5
Lot No: 4
Title: Business Sales (Winback, Acquisition,
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
21/02/2019
V.2.2)
Information about tenders ( Agree to publish? yes )
Number of tenders received:
3
Number of tenders received from SMEs:
2
Number of tenders received from tenderers from other EU Member States:
0
Number of tenders received from tenderers from non-EU Member States:
0
Number of tenders received by electronic means:
3
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor ( Agree to publish? yes )
Abtran
260018
Blackrock Business Park
Cork
Bessboro Road
IE
Telephone:
+353 0212301800
E-mail:
tenders@abtran.com
Fax:
+353 0212301801
NUTS code:
IE -
IRELAND
Internet address:
http://www.abtran.com
The contractor is an SME : no
Section V: Award of contract
Contract No: 6
Lot No: 4
Title: Business Sales (Winback, Acquisition,
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
21/02/2019
V.2.2)
Information about tenders ( Agree to publish? yes )
Number of tenders received:
3
Number of tenders received from SMEs:
2
Number of tenders received from tenderers from other EU Member States:
0
Number of tenders received from tenderers from non-EU Member States:
0
Number of tenders received by electronic means:
3
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor ( Agree to publish? yes )
Field Management Ireland
800 employees
Unit 3a Dundrum Business Park
Dublin 14
Dundrum
IE
Telephone:
+353 14963399
E-mail:
nicola.debeer@fmi.ie
NUTS code:
IE -
IRELAND
Internet address:
http://www.fmi.ie
The contractor is an SME : yes
Section VI: Complementary information
VI.3)
Additional information
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. A confidentiality agreement must be completed, signed and scanned in order to obtain the PQQ document.
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 entity
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 entity will not be responsible for any costs, charges or
expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the contract one or
more of the tenderers invited following the conclusion of this competitive
process, or having awarded a contract under the framework agreement, the
contracting entity reserves the right to invite the next highest scoring tenderer into the RFT stage of the tender competition and/or deliver the contract as appropriate to the
circumstances pertaining to the contract.
7) At its absolute discretion, the contracting entity may elect to terminate this
procurement process or any contract awarded under this tender process at any time.
8) Please note in relation to all documents, that where reference is made to a
particular standard, make, source, process, trademark, type or patent, that this
is not to be regarded as a de facto requirement. In all such cases it should be
understood that such indications are to be treated strictly and solely for
reference purposes only, to which the words "or equivalent" will always be
appended.
9) Without prejudice to the principle of equal treatment, the contracting entity 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.
10) At Section II.2.9 we have indicated that up to 6 applicants will be invited to tender,
please note that the contracting entity reserves the right to invite at least 6
applicants subject to that number qualifying.
(www.etenders.gov.ie) in order to be included on the mailing list for clarifications. A confidentiality agreement must be completed, signed and scanned in order to obtain the PQQ document.
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 entity
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 entity will not be responsible for any costs, charges or
expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the contract one or
more of the tenderers invited following the conclusion of this competitive
process, or having awarded a contract under the framework agreement, the
contracting entity reserves the right to invite the next highest scoring tenderer into the RFT stage of the tender competition and/or deliver the contract as appropriate to the
circumstances pertaining to the contract.
7) At its absolute discretion, the contracting entity may elect to terminate this
procurement process or any contract awarded under this tender process at any time.
8) Please note in relation to all documents, that where reference is made to a
particular standard, make, source, process, trademark, type or patent, that this
is not to be regarded as a de facto requirement. In all such cases it should be
understood that such indications are to be treated strictly and solely for
reference purposes only, to which the words "or equivalent" will always be
appended.
9) Without prejudice to the principle of equal treatment, the contracting entity 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.
10) At Section II.2.9 we have indicated that up to 6 applicants will be invited to tender,
please note that the contracting entity reserves the right to invite at least 6
applicants subject to that number qualifying.
VI.4)
Procedures for review
VI.4.1)
Review body
Chief Registrar
Four Courts, Inns Quay
Dublin 7
IE
Telephone:
+353 18886000
Internet address:
http://www.courts.ie
VI.4.4)
Service from which information about the review procedure may be obtained
NOT APPLICABLE
DUBLIN
IE