ETENDERS

Contract award notice

Information

Published

Date of dispatch of this notice: 10/06/2021

External Reference: 2021-285336

TED Reference: 2021/S 114-300182

Contract award notice

Contract award notice

Results of the procurement procedure

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
Contact person: Geraldine Sherlock
E-mail: tenders@centralbank.ie
NUTS code:  IE061 -  Dublin
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.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.1.6)

Information about lots

This contract is divided into lots: no
II.1.7)

Total value of the procurement

Value excluding VAT:  1277410.00  EUR
II.2)

Description

II.2.2)

Additional CPV code(s)

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

Place of performance

NUTS code:  IE061 -  Dublin
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

Criteria below
Quality criterion  -  Name:  Solution - Functionality  /  Weighting:  700
Quality criterion  -  Name:  Solution - Technology  /  Weighting:  1500
Quality criterion  -  Name:  Solution - Service Design & Implementation  /  Weighting:  800
Quality criterion  -  Name:  Service Operations  /  Weighting:  4000
Cost criterion  -  Name:  Price  /  Weighting:  3000
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: 2020/S 172-415224

Section V: Award of contract

Contract No: 1

Title: The provision of Contact Management Services to the Central Bank of Ireland

A contract/lot is awarded: yes
V.2)

Award of contract

V.2.1)

Date of conclusion of the contract

19/05/2021
V.2.2)

Information about tenders

Number of tenders received:  2
The contract has been awarded to a group of economic operators :  no
V.2.3)

Name and address of the contractor

FORWARD EMPHASIS INTERNATIONAL LTD
Malmar House, Bree, Malin Head
Donegal
IE
NUTS code:  IE -  IRELAND

The contractor is an SME : yes
V.2.4)

Information on value of the contract/lot (excluding VAT)

Total value of the contract/lot:  1277410.00  EUR

Section VI: Complementary information

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.