Date of dispatch of this notice: 12/05/2023
External Reference: 2023-253726
TED Reference: 2023/S 095-292307
Contract award notice
Information
Published
Contract award notice
Contract award notice
Results of the procurement procedure
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
Main address:
https://www.comreg.ie/
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/559
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
• 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.1.6)
Information about lots
This contract is divided into lots:
no
II.1.7)
Total value of the procurement
Value excluding VAT:
6125000.00
EUR
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
• 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
Criteria below
Quality criterion
-
Name:
Understanding of the work to be undertaken, including the approach to transition.
/
Weighting:
15
Quality criterion
-
Name:
Proposed approach to the discharge of the Services
/
Weighting:
30
Quality criterion
-
Name:
Proposed approach to the Management of the Services
/
Weighting:
30
Cost criterion
-
Name:
Total Evaluation Price
/
Weighting:
25
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.
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 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: 2022/S 246-711324
Section V: Award of contract
Contract No: 1
Title: Request for Tenders for provision of Customer Contact Management Services
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
17/04/2023
V.2.2)
Information about tenders
Number of tenders received:
3
Number of tenders received by electronic means:
3
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor
ARI Services Europe Ltd [ARISE]
6335249L
ADEC Arise Walton House NTP Londsdale Road
Limerick
V94 T2XT
IE
Telephone:
+353 061492905
E-mail:
Joe.Cahalane@arise-europe.com
NUTS code:
IE -
IRELAND
Internet address:
http://www.arise-europe.com
The contractor is an SME : yes
V.2.4)
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
6125000.00
EUR
Section VI: Complementary information
VI.3)
Additional information
Note
Value of initial 4 year Contract executed by ComReg on 17 April 2023 and to commence from 4 May 2023 to 3 May 2027, is based on Band 4 and Band 8 (maximum forecast bands for queries and complaints) is estimated at €3,286,067.
The estimated value of the entire Contract ( Initial 4 year period plus 12 months x 3 option to extend), if ComReg take up the options to extend is estimated at Euro 6,125,000.
The option to extend was set out in the Contract Notice and detailed in published procurement paperwork.
Value of initial 4 year Contract executed by ComReg on 17 April 2023 and to commence from 4 May 2023 to 3 May 2027, is based on Band 4 and Band 8 (maximum forecast bands for queries and complaints) is estimated at €3,286,067.
The estimated value of the entire Contract ( Initial 4 year period plus 12 months x 3 option to extend), if ComReg take up the options to extend is estimated at Euro 6,125,000.
The option to extend was set out in the Contract Notice and detailed in published procurement paperwork.
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.