Date of dispatch of this notice: 19/03/2021
External Reference: 2021-266409
TED Reference: 2021/S 058-148040
Contract award notice - utilities
Information
Published
Contract award notice - utilities
Contract award notice – utilities
Results of the procurement procedure
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
NUTS code:
UK -
UNITED KINGDOM
Main address:
http://www.esb.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377
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 procured a framework agreement contract for the delivery of Contact Centre Services. The framework is 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.2.3)
Place of performance
NUTS code:
UK -
UNITED KINGDOM
II.2.4)
Description of the procurement
The Contracting Entity procured a framework agreement contract for the delivery of Contact Centre Services. The framework is 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.2.11)
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.
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
Negotiated procedure with prior call for competition
IV.1.3)
Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
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: 2020/S 062-149970
IV.2.9)
Information about termination of call for competition in the form of a periodic indicative notice
The contracting entity will not award any further contracts based on the above periodic indicative notice
Section V: Award of contract
Contract No: 1
Title: Customer Contact Centre Services
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
10/03/2021
V.2.3)
Name and address of the contractor ( Agree to publish? yes )
Energy Compare Limited
The old mill, Blisworth hill farm, stoke road
Northants
NN7 3DB
UK
NUTS code:
UK -
UNITED KINGDOM
The contractor is an SME : no
Section VI: Complementary information
VI.3)
Additional information
The publication of this notice is voluntary.
This selection 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.
This selection 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.
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