ETENDERS

Corrigendum

Information

Published

Date of dispatch of this notice: 04/04/2023

External Reference: 2023-274384

TED Reference: 2023/S 070-211406

Corrigendum

Corrigendum

Notice for changes or additional information

Services

Directive 2014/24/EU

Section I: Contracting authority/entity

I.1)

Name and addresses

Department of Justice
N/A
51 St. Stephen's Green
Dublin
D02 HK52
IE
Contact person: Fiona Kelly
Telephone: +353 872931066
E-mail: FIKelly@justice.ie
NUTS code:  IE061 -  Dublin
Internet address(es):
Main address: http://www.justice.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1122

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Request for Tenders for the provision of a Cloud-based Customer Service Solution under a Single Party Framework Agreement
II.1.2)

Main CPV code

72000000  -  IT services: consulting, software development, Internet and support
II.1.3)

Type of contract

Services
II.1.4)

Short description

The Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice and its Agencies.
The system would comprise
• The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice.
• Real-time online conversation assistance using a Chatbot.
• An appointments booking system
• Self-service system for customers to interact with the services.
While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).

Section VI: Complementary information

VI.6)

Original notice reference

Notice number in the OJ S: 2023/S 063-186758

Section VII: Changes

VII.1)

Information to be changed or added

VII.1.2)

Text to be corrected in the original notice

Section number:  IV.2.2
Place of text to be modified:  Time limit for receipt of tenders or requests to participate
Instead of:  
Date:  05/05/2023
Local time:  12:00
Read:  
Date:  19/05/2023
Local time:  12:00

Section number:  IV.2.7
Place of text to be modified:  Conditions for opening of tenders
Instead of:  
Date:  05/05/2023
Local time:  12:00
Read:  
Date:  19/05/2023
Local time:  12:00
VII.2)

Other additional information

The date of RFT closure and deadline for tender response submissions has been changed from noon on 5th May 2023 to noon on 19th May 2023.