Date of dispatch of this notice: 13/03/2020
External Reference: 2020-242760
TED Reference: 2020/S 055-130775
Contract award notice
Information
Published
Contract award notice
Contract award notice
Results of the procurement procedure
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
E-mail:
consultant.tenders@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.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.
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.1.6)
Information about lots
This contract is divided into lots:
no
II.1.7)
Total value of the procurement
Value excluding VAT:
330000.00
EUR
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.
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
Criteria below
Quality criterion
-
Name:
Functional Requirements
/
Weighting:
10000
Quality criterion
-
Name:
Technical Requirements
/
Weighting:
7500
Quality criterion
-
Name:
Support Model and Approach
/
Weighting:
5000
Quality criterion
-
Name:
Project Approach
/
Weighting:
2500
Quality criterion
-
Name:
Chatbot Capabilities
/
Weighting:
2500
Cost criterion
-
Name:
Costs
/
Weighting:
22500
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 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.2.1)
Previous publication concerning this procedure
Notice number in the OJ S: 2019/S 194-471825
Section V: Award of contract
Contract No: 1
Title: Provision of a Webchat Platform to the Passport Service
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
19/02/2020
V.2.2)
Information about tenders
Number of tenders received:
5
Number of tenders received by electronic means:
5
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor
EdgeTier
549220
Block B, Iveagh Court, Harcourt Road
Dublin 2
Dublin 2
IE
Telephone:
+353 859124833
E-mail:
info@edgetier.com
The contractor is an SME : yes
V.2.4)
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
330000.00
EUR
Section VI: Complementary information
VI.4)
Procedures for review
VI.4.1)