Cached Version

Contract notice – utilities

Services

Directive 2014/25/EU

Section I: Contracting entity

I.1)

Name and addresses

Bus Eireann/Irish Bus

N/A

21 Phibsboro Road

Dublin 7

Broadstone

Contact person: Simon Lambert

Telephone: +353 17033412

E-mail: simon.lambert@buseireann.ie

NUTS code: IE - IRELAND

Internet address(es):

Main address: www.buseireann.ie

Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/374

I.2)

Joint procurement

The contract is awarded by a central purchasing body

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=148079&B=ETENDERS_SIMPLE

Additional information can be obtained from

the abovementioned address:

Tenders or requests to participate must be submitted

electronically via: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=148079&B=ETENDERS_SIMPLE

Tenders or requests to participate must be submitted

to the abovementioned address

I.6)

Main activity

Urban railway, tramway, trolleybus or bus services

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Provision of Call Management Services & Social Media Monitoring

Reference number: BE/SE/30/05/2019

II.1.2)

Main CPV code

79512000 - Call centre

II.1.3)

Type of contract

Services

II.1.4)

Short description

Provision of Call Management Services & Social Media Monitoring.
LOT 1 – Call Management Services.
LOT 2 - Social Media Monitoring

II.1.5)

Estimated total value

Value excluding VAT: 1500000.00 EUR

II.1.6)

Information about lots

This contract is divided into lots: yes

Tenders may be submitted for all lots

II.2)

Description

II.2.1)

Title

Provision of Call Management Services

Lot No: 1

II.2.2)

Additional CPV code(s)

64216000 - Electronic message and information services

79510000 - Telephone-answering services

II.2.3)

Place of performance

NUTS code: IE - IRELAND

II.2.4)

Description of the procurement

LOT 1 – Call Management Services.
The Contracting Authority now proposes to provide an 1850 telephone number available for all customer care issues. This call centre will handle calls between 07:00 and 19:00 Monday to Friday and between 08:00 and 18:00 Saturdays, Sundays and Bank Holidays, for 364 days per year. No service required on Christmas Day.
• Answering all queries relating to all aspects of Bus Éireann’s business – Expressway, PSO, Eurolines, Day Tours, Events, School Transport, etc., béClub customer loyalty programme, online promotions through ‘Phone and Webchat;
• Ensure there is available at all times a staff member proficient in the Irish language who will engage with those customers who wish to communicate through the medium of Irish;
• Provision of information on all aspects of the Network including Service frequencies, travel time between main stops, time of first and last services on a route, location of stops, connections to local rail or Luas services, etc.;
• Provision of information on fare zones, tickets, Leap Cards, means of purchase and payment for all ticket types and location of ticket agents;
• In the event of service disruptions, advising customers of any delay to service, the reason for the delay, the likely duration of the incident, and alternative travel options if applicable;
• Arranging assistance for customers with disabilities or special needs;
• Dealing with ticket refunds;
• Handling public complaints and direct appropriately;
• Dealing with lost property enquiries and direct appropriately.
The above list is not an exhaustive list, and additional requirements may be added during the life time of the contract.
The National Contact Centre will be managed by Bus Éireann’s Customer Care Manager who will receive weekly and monthly statistical reports on key metrics, e.g., but not limited to, types of calls received, volumes of calls received, response time, average waiting time, categorisation of queries/comments.

II.2.5)

Award criteria

Criteria below

Quality criterion - Name: Quality / Weighting: 40

Price - Weighting: 60

II.2.6)

Estimated value

Value excluding VAT: 1100000.00 EUR

II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 48

This contract is subject to renewal: no

II.2.9)

Information about the limits on the number of candidates to be invited

Envisaged number of candidates: 7

II.2.10)

Information about variants

Variants will be accepted: no

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

II.2)

Description

II.2.1)

Title

Provision of Social Media Monitoring

Lot No: 2

II.2.2)

Additional CPV code(s)

64216000 - Electronic message and information services

79510000 - Telephone-answering services

II.2.3)

Place of performance

NUTS code: IE - IRELAND

II.2.4)

Description of the procurement

In order to monitor/reply up to 8,000 posts a month 24/7 and to continue to provide out of hours response on social media platforms, the requirements will be:
• 24/7 Real time live agent monitoring across social and online media
• Email and SMS alerts up to 20 users
• Monthly reporting with insight
• Dashboard access up to 20 logins
• Customer Support
• Out of hours social media response for Bus Éireann and Expressway (weekdays 5pm-9am, 24 hours weekends/Bank Holidays) 24/7 customer support.
• Dedicated account management team.
• Manage and operate web chat services.

II.2.5)

Award criteria

Criteria below

Quality criterion - Name: Quality / Weighting: 40

Price - Weighting: 60

II.2.6)

Estimated value

Value excluding VAT: 400000.00 EUR

II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 48

This contract is subject to renewal: no

II.2.9)

Information about the limits on the number of candidates to be invited

Envisaged number of candidates: 7

II.2.10)

Information about variants

Variants will be accepted: no

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.1.2)

Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)

Technical and professional ability

Selection criteria as stated in the procurement documents

III.2)

Conditions related to the contract

Section IV: Procedure

IV.1)

Description

IV.1.1)

Type of procedure

Negotiated procedure with prior call for competition

IV.1.3)

Information about a framework agreement or a dynamic purchasing system

Framework agreement with a single operator

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: 15/07/2019

Local time: 12:00

IV.2.3)

Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 19/07/2019

IV.2.4)

Languages in which tenders or requests to participate may be submitted

English

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement: no

VI.2)

Information about electronic workflows

Electronic payment will be used

VI.4)

Procedures for review

VI.4.1)

Review body

High Court

Inns Quay

Dublin

Contract notice - utilities

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