ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 04/10/2019

Expire date: 04/11/2019

External Reference: 2019-283113

TED Reference: 2019/S 194-471825

Contract notice

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Department of Foreign Affairs and Trade/An Roinn Gnóthaí Eachtracha agus Trádála
N/A
80 St Stephen's Green
Dublin
Dublin
IE
Contact person: Dubheasa Kennedy
Telephone: +353 14082333
E-mail: dubheasa.kennedy@dfa.ie
Internet address(es):
Main address: http://www.dfa.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/246

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=154930&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=154930&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)

Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local subdivisions
I.5)

Main activity

General public services

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Provision of a Webchat Platform to the Passport Service
II.1.2)

Main CPV code

48500000  -  Communication and multimedia software package
II.1.3)

Type of contract

Services
II.1.4)

Short description

Request for Tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the Services comprise:
A cloud based webchat solution for the Customer Service Hub within the Passport Service.
The goals of this tender are:
 To deliver a webchat Solution which enables the recording, tracking, and reporting of customer queries.
 Enables the development of canned responses for high volume query types, providing consistency in service delivery.
II.1.5)

Estimated total value

Value excluding VAT: 330000.00  EUR
II.1.6)

Information about lots

This contract is divided into lots: no
II.2)

Description

II.2.2)

Additional CPV code(s)

48510000  -  Communication software package
72250000  -  System and support services
72260000  -  Software-related services
72000000  -  IT services: consulting, software development, Internet and support
II.2.3)

Place of performance

Main site or place of performance:  
Dublin 2
II.2.4)

Description of the procurement

Request for Tenders for the provision of a Webchat Platform to the Department of Foreign Affairs and Trade Passport Service.
In summary, the Services comprise:
A cloud based webchat solution for the Customer Service Hub within the Passport Service.
The goals of this tender are:
 To deliver a webchat Solution which enables the recording, tracking, and reporting of customer queries.
 Enables the development of canned responses for high volume query types, providing consistency in service delivery.
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: 330000.00  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:  
The Contracting Authority reserves the right to extend the Term for a period or periods of up to twelve months with a maximum of 2 such extension or extensions
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.1.1)

Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:  Please review the RFT.
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

III.2.2)

Contract performance conditions

Please review the RFT

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.2.2)

Time limit for receipt of tenders or requests to participate

Date:  04/11/2019
Local time:  17:00
IV.2.4)

Languages in which tenders or requests to participate may be submitted

English
IV.2.6)

Minimum time frame during which the tenderer must maintain the tender

Duration in months : 6  (from the date stated for receipt of tender)
IV.2.7)

Conditions for opening of tenders

Date:  04/11/2019
Local time:  17:00

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement:  no
VI.4)

Procedures for review

VI.4.1)

Review body

The High Court
Four Courts
Dublin
7
IE
E-mail: highcourtcentraloffice@courts.ie