ETENDERS

Prior information notice

Information

Published

Date of dispatch of this notice: 05/06/2019

Expire date: 25/06/2019

External Reference: 2019-240792

TED Reference: 2019/S 110-268669

Prior information notice

Prior information notice

Services

Directive 2014/24/EU

This notice is for prior information only

Section I: Contracting authority

I.1)

Name and addresses

Central Bank of Ireland
N/A
PO Box 559
Dublin 1
New Wapping Street,
IE
Contact person: Geraldine Sherlock
Telephone: +353 12246485
E-mail: geraldine.sherlock@centralbank.ie
Internet address(es):
Main address: http://www.centralbank.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/329

I.3)

Communication

Additional information can be obtained from
the abovementioned address:  
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

Contact Management Solution (PIN)
Reference number:  2019P073
II.1.2)

Main CPV code

79512000  -  Call centre
II.1.3)

Type of contract

Services
II.1.4)

Short description

To support the objectives of the Central Bank of Ireland, the Regulatory Transactions Division (RTD) oversees the provision of a Contact Management service. The Bank delivers a multi-channel contact management service (phone, email, online) to support approximately 50K plus queries annually from regulatory and public contacts.
The Bank is now considering which model (i.e. on premise, managed or hybrid) would best support its needs now and into the future. The Bank is interested in responses from suppliers who can deliver a Contact Management Service (Resourcing and Service Model).
The Bank are considering utilising an in house Contact Management System (Service Now) to record and manage all data. Suppliers must have the capability to generate MI in an efficient, effective and evidentially compliant manner. A supplier must be able to demonstrate ongoing maintenance of services, quality, training and support capabilities.
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
79342320  -  Customer-care services
II.2.4)

Description of the procurement

To support the objectives of the Central Bank of Ireland, the Regulatory Transactions Division (RTD) oversees the provision of a Contact Management service. The Bank delivers a multi-channel contact management service (phone, email, online) to support approximately 50K plus queries annually from regulatory and public contacts.
The Bank is now considering which model (i.e. on premise, managed or hybrid) would best support its needs now and into the future. The Bank is interested in responses from suppliers who can deliver a Contact Management Service (Resourcing and Service Model).
The Bank are considering utilising an in house Contact Management System (Service Now) to record and manage all data. Suppliers must have the capability to generate MI in an efficient, effective and evidentially compliant manner. A supplier must be able to demonstrate ongoing maintenance of services, quality, training and support capabilities.
II.2.14)

Additional information

Responses to this request should be submitted via the
e-tenders post-box facility on www.etenders.gov.ie.
II.3)

Estimated date of publication of contract notice:

01/09/2019

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