ETENDERS

Contract notice - utilities

Information

Published

Date of dispatch of this notice: 19/01/2023

Expire date: 22/02/2023

External Reference: 2023-227174

TED Reference: 2023/S 017-047785

Contract notice - utilities

Contract notice – utilities

Services

Directive 2014/25/EU

Section I: Contracting entity

I.1)

Name and addresses

Electricity Supply Board ( ESB )
N/A
27 Fitzwilliam Street Lower
Dublin
Dublin
IE
Contact person: Rhonda Lennon
E-mail: Rhonda.lennon3@esb.ie
NUTS code:  IE -  IRELAND
Internet address(es):
Main address: http://www.esb.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377

I.2)

Joint procurement

The contract is awarded by a central purchasing body
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=232122&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=232122&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.6)

Main activity

Electricity

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Front-line support services
Reference number:  SSCON6332
II.1.2)

Main CPV code

79512000  -  Call centre
II.1.3)

Type of contract

Services
II.1.4)

Short description

A framework agreement for Front-line customer support services in the mediums of call, message, email, letter and social media support and management for all services provided by ESB ecars in the current markets of Ireland, Northern Ireland, and Great Britain.
II.1.6)

Information about lots

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

Description

II.2.2)

Additional CPV code(s)

79512000  -  Call centre
II.2.3)

Place of performance

NUTS code:  IE -  IRELAND
Main site or place of performance:  
Ireland
II.2.4)

Description of the procurement

A framework agreement for Front-line customer support services in the mediums of call, message, email, letter and social media support and management for all services provided by ESB ecars in the current markets of Ireland, Northern Ireland, and Great Britain.
II.2.5)

Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 36
This contract is subject to renewal: no
II.2.9)

Information about the limits on the number of candidates to be invited

Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
As per PQQ document
II.2.10)

Information about variants

Variants will be accepted: no
II.2.11)

Information about options

Options: yes
Description of options:
The duration of the framework agreement will be for 3 years with an option, at the discretion of ESB, to extend for up to a further 48 months, in one or more increments.
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.1.1)

Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:  As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 231141
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.1.4)

Objective rules and criteria for participation

List and brief description of rules and criteria: As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 231141
III.1.6)

Deposits and guarantees required

As stated in Procurement Qualification Questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 231141
III.1.7)

Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them

As per the tender documents
III.1.8)

Legal form to be taken by the group of economic operators to whom the contract is to be awarded

Where a grouping of service providers express interest in this process, it is a requirement of ESB that one member of the group accepts full contractual responsibility for the delivery of services. Where appropriated the intended contractually responsible member of any grouping or consortium must be identified in responding to this notice.
III.2)

Conditions related to the contract

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

Framework agreement with a single operator
IV.1.4)

Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
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:  22/02/2023
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)

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.3)

Additional information

Additional information
Interested parties must register their interest on the e-Tenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting entity will not accept responsibility for information relayed (or not relayed) via third parties
2) This is the sole call for competition for this service.
3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.
4) Contract award will be subject to the approval of the competent authorities.
5) It will be a condition of award that candidates are tax compliant.
6) If for any reason it is not possible to admit to the framework agreement one or more of the tenderers invited following the conclusion of this competitive process, or having awarded a contract under the framework agreement, the contracting entity reserves the right to invite the next highest scoring tenderer to join the framework agreement and/or deliver the contract as appropriate to the circumstances pertaining to the framework.
7) At its absolute discretion, the contracting entity may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time.
8) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words "or equivalent" will always be appended.
9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.
10) At Section II.2.9 we have indicated that 5 applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least 5 applicants subject to that number qualifying.
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