Date of dispatch of this notice: 22/10/2021
Expire date: 26/11/2021
External Reference: 2021-299649
TED Reference: 2021/S 209-547765
Contract notice
Information
Published
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
Contact person:
Anthony Flood
Telephone:
+353 012246052
E-mail:
anthony.flood@centralbank.ie
NUTS code:
IE -
IRELAND
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=199763&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=199763&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
IT Service Desk
Reference number:
2020P058
II.1.2)
Main CPV code
72253000
-
Helpdesk and support services
II.1.3)
Type of contract
Services
II.1.4)
Short description
The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance), utilising the Central Bank’s service management toolsets.
As part of overall IT services to the business, the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
As part of overall IT services to the business, the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
II.1.5)
Estimated total value
Value excluding VAT: 5000000.00
EUR
II.1.6)
Information about lots
This contract is divided into lots:
no
II.2)
Description
II.2.2)
Additional CPV code(s)
72253000
-
Helpdesk and support services
II.2.3)
Place of performance
NUTS code:
IE -
IRELAND
Main site or place of performance:
Dublin
II.2.4)
Description of the procurement
The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance, as addressed below), utilising the Central Bank’s service management toolsets.
As part of overall IT services to the business, the Information Management and Technology Directorate (“IMTD”) of the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business.
The Central Bank leverages a third party provider for the resourcing and management of the IT Service Desk and for the provision of a number of resources for the walk-up IT support area managed by the IMTD team. The Central Bank is looking to continue with this model and is seeking a service provider to provide dedicated, appropriately skilled, onsite resources at the Central Bank’s premises. This team will utilise the Central Bank’s ticket management, telephony systems and other service desk technology to deliver the Services.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
The successful Tenderer will be required to deliver the Services in a cost effective, service centric, and operationally efficient manner, demonstrating ongoing enhancement of Services through quality assurance, training, knowledge management and continuous service improvement initiatives.
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
As part of overall IT services to the business, the Information Management and Technology Directorate (“IMTD”) of the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business.
The Central Bank leverages a third party provider for the resourcing and management of the IT Service Desk and for the provision of a number of resources for the walk-up IT support area managed by the IMTD team. The Central Bank is looking to continue with this model and is seeking a service provider to provide dedicated, appropriately skilled, onsite resources at the Central Bank’s premises. This team will utilise the Central Bank’s ticket management, telephony systems and other service desk technology to deliver the Services.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
The successful Tenderer will be required to deliver the Services in a cost effective, service centric, and operationally efficient manner, demonstrating ongoing enhancement of Services through quality assurance, training, knowledge management and continuous service improvement initiatives.
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
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: 5000000.00
EUR
II.2.7)
Duration of the contract, framework agreement or dynamic purchasing system
Duration in months:
36
This contract is subject to renewal:
yes
Description of renewals:
The duration of the Contract is intended to be 36 months, although the Central Bank has the right to terminate it earlier. The Central Bank also has the right to extend the Contract on the same terms and conditions for a period or periods of up to 12 months, with a maximum total addition of 24 months, so that the Contract may ultimately have a maximum total duration of 60 months.
II.2.10)
Information about variants
Variants will be accepted:
no
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
II.2.14)
Additional information
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
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
III.2.2)
Contract performance conditions
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
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
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.2.2)
Time limit for receipt of tenders or requests to participate
Date:
24/11/2021
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
: 9
(from the date stated for receipt of tender)
IV.2.7)
Conditions for opening of tenders
Date:
24/11/2021
Local time:
12:00
Section VI: Complementary information
VI.1)
Information about recurrence
This is a recurrent procurement:
no
VI.3)
Additional information
See ITT attached to this eTenders notice for full details of the requirements - RFT ID 200561
VI.4)
Procedures for review
VI.4.1)
Review body
High Court
Inns Quay
Dublin
8
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