ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 16/12/2022

Expire date: 06/02/2023

External Reference: 2022-228380

TED Reference: 2022/S 246-711324

Contract notice

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Commission for Communications Regulation (ComReg),
9614619A
One Dockland Central, Guild Street, Dublin 1, Ireland, D01 E4X0
Dublin
Dublin
IE
Contact person: Karen Cumiskey
Telephone: +353 18049600
E-mail: karen.cumiskey@comreg.ie
Fax: +353 18049665
NUTS code:  IE -  IRELAND
Internet address(es):
Main address: https://www.comreg.ie/
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/559

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=230902&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=230902&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)

Type of the contracting authority

Other type:  Public Body
I.5)

Main activity

Other activity:  regulation of the electronic communications sector

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Request for Tenders for provision of Customer Contact Management Services
Reference number:  ComReg T09466
II.1.2)

Main CPV code

79512000  -  Call centre
II.1.3)

Type of contract

Services
II.1.4)

Short description

Request for Tenders (RFT) for provision of Customer Contact Management Services.
• ComReg is seeking a tenderer with a proven track record to provide a ComReg branded managed customer care service for consumers of electronic communications services (“ECS”) premium rate services (“PRS”), and Postal services
• In summary the service involves dealing with all consumer contacts (residential and business consumers) to ComReg and service provider contacts in relation to complaints raised with providers on behalf of individual consumers
• This includes handling queries (requests for information in relation to the sectors we regulate) and managing complaints from consumers and communications with service providers in respect of electronic communications services (“ECS”), premium rate services (“PRS”) and postal services
For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
II.1.5)

Estimated total value

Value excluding VAT: 3500000.00  EUR
II.1.6)

Information about lots

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

Description

II.2.2)

Additional CPV code(s)

79000000  -  Business services: law, marketing, consulting, recruitment, printing and security
79342300  -  Customer services
79500000  -  Office-support services
II.2.3)

Place of performance

NUTS code:  IE -  IRELAND
II.2.4)

Description of the procurement

Request for Tenders (RFT) for provision of Customer Contact Management Services.
• ComReg is seeking a tenderer with a proven track record to provide a ComReg branded managed customer care service for consumers of electronic communications services (“ECS”) premium rate services (“PRS”), and Postal services
• In summary the service involves dealing with all consumer contacts (residential and business consumers) to ComReg and service provider contacts in relation to complaints raised with providers on behalf of individual consumers.
• This includes handling queries (requests for information in relation to the sectors we regulate) and managing complaints from consumers and communications with service providers in respect of electronic communications services (“ECS”), premium rate services (“PRS”) and postal services.
For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
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: 3500000.00  EUR
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 48
This contract is subject to renewal: no
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

For Full details please refer to Procurement Documentation uploaded to this RFT # 229999
including 1.3 and 1.4 of the RFT which states the Term of the Contract as four years and advises that ComReg reserves the right to extend the Term for a period or periods of up to 12 months with a maximum of three such extensions on the same terms and conditions, subject to ComReg’s obligations at law.

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:  Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/
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.2.1)

Information about a particular profession

Execution of the service is reserved to a particular profession
Reference to the relevant law, regulation or administrative provision:  
Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/
III.2.2)

Contract performance conditions

Please refer to Procurement Documentation uploaded to Contract Notice RFT#229999 https://www.etenders.gov.ie/
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:  06/02/2023
Local time:  17:00
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 : 6  (from the date stated for receipt of tender)
IV.2.7)

Conditions for opening of tenders

Date:  06/02/2023
Local time:  17:00
Place:  
Please refer to procurement documentation on Contract Notice RFT # 229999 https://www.etenders.gov.ie/
Information about authorised persons and opening procedure:  
At least two ComReg officials are required to unlock the e-postbox

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.4)

Procedures for review

VI.4.1)

Review body

The High Court of Ireland
Dublin
IE

VI.4.3)

Review procedure

Precise information on deadline(s) for review procedures: 
Please consult your own legal advisors.