Date of dispatch of this notice: 25/03/2020
Expire date: 27/04/2020
External Reference: 2020-274062
TED Reference: 2020/S 062-149970
Contract notice - utilities
Information
Published
Contract notice - utilities
Contract notice – utilities
Services
Directive 2014/25/EU
Section I: Contracting entity
I.1)
Name and addresses
ESB Energy Limited (ESB)
N/A
Tricor Suite, 4th Floor, 50 Mark Lane
London
EC3R 7QR
UK
Contact person:
Jason Weldon
Telephone:
+353 017026424
E-mail:
jason.weldon@esb.ie
Internet address(es):
Main address:
http://www.esb.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377
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=164877&B=ETENDERS_SIMPLEAdditional 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=164877&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.6)
Main activity
Electricity
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Customer Contact Centre Services
Reference number:
SS CON 5153
II.1.2)
Main CPV code
79512000
-
Call centre
II.1.3)
Type of contract
Services
II.1.4)
Short description
The Contracting Entity intends to procure a framework agreement contract for the delivery of Contact Centre Services. The framework will be a sole supplier framework.
It is proposed that the Contract will include the following, and any associated and related services,
Customer service:
• Metering
• Billing
• Payments
• Industry
• Priority Services Register (PSR)
Sales:
• New customers:
• Renewals:
• Save, retention and win-back.
It is currently envisaged that the service will be for residential customers.
All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters
It is proposed that the Contract will include the following, and any associated and related services,
Customer service:
• Metering
• Billing
• Payments
• Industry
• Priority Services Register (PSR)
Sales:
• New customers:
• Renewals:
• Save, retention and win-back.
It is currently envisaged that the service will be for residential customers.
All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters
II.1.6)
Information about lots
This contract is divided into lots:
no
II.2)
Description
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79342320
-
Customer-care services
79512000
-
Call centre
II.2.4)
Description of the procurement
The Contracting Entity intends to procure a framework agreement contract for the delivery of Contact Centre Services. The framework will be a sole supplier framework.
It is proposed that the Contract will include the following, and any associated and related services,
Customer service:
• Metering
• Billing
• Payments
• Industry
• Priority Services Register (PSR)
Sales:
• New customers:
• Renewals:
• Save, retention and win-back.
It is currently envisaged that the service will be for residential customers.
All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters
It is proposed that the Contract will include the following, and any associated and related services,
Customer service:
• Metering
• Billing
• Payments
• Industry
• Priority Services Register (PSR)
Sales:
• New customers:
• Renewals:
• Save, retention and win-back.
It is currently envisaged that the service will be for residential customers.
All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters
II.2.5)
Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.7)
Duration of the contract, framework agreement or dynamic purchasing system
Duration in months:
36
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:
5
Objective criteria for choosing the limited number of candidates:
Provided that a sufficient number of Applicants are qualified to be considered for shortlisting, following application of the procedures set out in section A.9(Evaluation of PQQ responses), it is anticipated that at least the 5 highest-scored Applicants be shortlisted and invited to proceed to the next stage of the procurement process.
II.2.10)
Information about variants
Variants will be accepted:
no
II.2.11)
Information about options
Options:
yes
Description of options:
The duration of the framework agreements will be for three(3) years duration with an option, at the discretion of ESB, to extend up to a further 48 months in one or more increments.
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:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701
III.1.2)
Economic and financial standing
List and brief description of selection criteria:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701
III.1.3)
Technical and professional ability
List and brief description of selection criteria:
As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701
III.1.4)
Objective rules and criteria for participation
List and brief description of rules and criteria: As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701
III.1.7)
Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them
As per tender documents.
III.1.8)
Legal form to be taken by the group of economic operators to whom the contract is to be awarded
Where a grouping of services providers express interest in this process, it is a requirement of ESB that one member of the group accepts full contractual responsibility for the delivery of services. Where appropriated the intended contractually responsible member of any grouping or consortium must be identified in responding to this notice.
III.2)
Conditions related to the contract
III.2.3)
Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing 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.1.4)
Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
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:
27/04/2020
Local time:
12:00
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 ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)
Additional information
The publication of this notice is voluntary and is solely to alert economic entities who may be interested in applying to be considered for inclusion on the tender list.
Interested parties should note that this candidate selection process and tendering process is not governed by the provisions of Directive 2004/17/EC or Directive 2014/24/EU (or the Irish regulations transposing those directives) and ESB does not intend in this process to follow the procedures or rules set out in those Directives/Regulations.
Interested parties must register their interest on the e-Tenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. 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 framework agreement 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 to join the framework agreement and/or deliver the contract as appropriate to the circumstances pertaining to the framework.
7) At its absolute discretion, the contracting entity may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement 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 5 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 5 applicants subject to that number qualifying.
Interested parties should note that this candidate selection process and tendering process is not governed by the provisions of Directive 2004/17/EC or Directive 2014/24/EU (or the Irish regulations transposing those directives) and ESB does not intend in this process to follow the procedures or rules set out in those Directives/Regulations.
Interested parties must register their interest on the e-Tenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. 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 framework agreement 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 to join the framework agreement and/or deliver the contract as appropriate to the circumstances pertaining to the framework.
7) At its absolute discretion, the contracting entity may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement 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 5 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 5 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