ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 31/08/2020

Expire date: 05/10/2020

External Reference: 2020-287318

TED Reference: 2020/S 172-415224

Contract notice

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Central Bank of Ireland
N/A
PO Box 559
Dublin 1
New Wapping Street,
IE
E-mail: tenders@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

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=172666&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=172666&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)

Type of the contracting authority

Body governed by public law
I.5)

Main activity

Economic and financial affairs

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

The provision of Contact Management Services to the Central Bank of Ireland
Reference number:  2019P073
II.1.2)

Main CPV code

79342320  -  Customer-care services
II.1.3)

Type of contract

Services
II.1.4)

Short description

The Regulatory Transactions Division (“RTD”) of the Central Bank oversees a Contact Management Solution (“CMS”) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (“RFSP”) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (“the CMS Team”) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a Contact Management Solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the Tenderer’s case management and call centre telephony systems to deliver the service.
II.1.5)

Estimated total value

Value excluding VAT: 2500000.00  EUR
II.1.6)

Information about lots

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

Description

II.2.2)

Additional CPV code(s)

79342300  -  Customer services
79512000  -  Call centre
II.2.3)

Place of performance

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

Description of the procurement

The Regulatory Transactions Division (“RTD”) of the Central Bank oversees a Contact Management Solution (“CMS”) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (“RFSP”) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (“the CMS Team”) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a Contact Management Solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the Tenderer’s case management and call centre telephony systems to deliver the service.
A detailed specification of requirements is set out in the tender documents available to download from www.etenders.gov.ie RFT ID 175024
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: 2500000.00  EUR
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 24
This contract is subject to renewal: yes
Description of renewals:  
The Central Bank may extend the duration on a number of occasions on the same terms and conditions for a period or periods of up to twelve (12) months, with a maximum total addition of thirty six (36) months (such that the total maximum possible term of the contract is 60 months).
II.2.10)

Information about variants

Variants will be accepted: no
II.2.11)

Information about options

Options: yes
Description of options:
See II.2.7 regarding options to extend the contract.
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

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 110-268669
IV.2.2)

Time limit for receipt of tenders or requests to participate

Date:  05/10/2020
Local time:  12:00
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 : 12  (from the date stated for receipt of tender)
IV.2.7)

Conditions for opening of tenders

Date:  05/10/2020
Local time:  12:00

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement:  yes
Estimated timing for further notices to be published:  
On completion of the contract awarded under this tender competition.
VI.3)

Additional information

Tenderers are advised to review the requirements in the ITT document and each of Appendices 1C – 1F, all of which are provided as separate documents / workbooks on www.eTenders.gov.ie (RFT ID 175024). These documents will form the basis of the tenderers response.Tenderers must also address data protection requirements, as further described in Appendix 1B. Where requirements are technical in nature tenderers are advised that technical personnel input into the responses.
Tenderers should return the Appendices separately as part of their tender response.
VI.4)

Procedures for review

VI.4.1)

Review body

The High Court
Inns Quay
Dublin 7
IE
E-mail: highcourtcentraloffice@courts.ie
Internet address: www.courts.ie

VI.4.3)

Review procedure

Precise information on deadline(s) for review procedures: 
As set out at section 7 of the European Communities (Public Authorities’ Contracts) (Review Procedures) Regulations SI 130/2010, as amended.