Date of dispatch of this notice: 12/10/2023
External Reference: 2023-202263
TED Reference: 2023/S 200-626653
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
Atlantic Technological University
IE3926731JH
Donegal Port Road
Letterkenny
Co.Donegal
IE
Contact person:
Mary Feighney
Telephone:
+353 719305815
E-mail:
mary.feighney@atu.ie
NUTS code:
IE04 -
Northern and Western
Main address:
www.atu.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/206645
I.4)
Type of the contracting authority
Body governed by public law
I.5)
Main activity
Education
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Request for tender for Student Contact Centre Services for Atlantic Technological University
Reference number:
RFT05/22SG
II.1.2)
Main CPV code
79512000
-
Call centre
II.1.3)
Type of contract
Services
II.1.4)
Short description
The Atlantic Technological University (ATU) was established on 1st April 2022, the result of a merger between three Institutes of Technology, GMIT, LYIT and IT Sligo. It currently has eight campuses with an enrolment of more than 20,000 students supported by 2,200 staff. ATU offers almost 600 academic programmes from pre-degree to doctoral level.
ATU has a requirement to engage the services of an external dedicated Student Contact Centre Service to support enquiries regarding Student Recruitment and registration. The successful tenderer will act as the initial point of contact for all phone, e-mail, website, and social media-based enquiries received in relation to ATU’s programmes. The successful tenderer will interact seamlessly with the University’s academic, administration and management staff and will report regularly to the University. The initial contract awarded under this framework will be with ATU Sligo.
ATU has a requirement to engage the services of an external dedicated Student Contact Centre Service to support enquiries regarding Student Recruitment and registration. The successful tenderer will act as the initial point of contact for all phone, e-mail, website, and social media-based enquiries received in relation to ATU’s programmes. The successful tenderer will interact seamlessly with the University’s academic, administration and management staff and will report regularly to the University. The initial contract awarded under this framework will be with ATU Sligo.
II.1.6)
Information about lots
This contract is divided into lots:
no
II.1.7)
Total value of the procurement
Value excluding VAT:
900000.00
EUR
II.2)
Description
II.2.2)
Additional CPV code(s)
79510000
-
Telephone-answering services
79511000
-
Telephone operator services
II.2.3)
Place of performance
NUTS code:
IE04 -
Northern and Western
Main site or place of performance:
Sligo F91YW50
II.2.4)
Description of the procurement
The Atlantic Technological University (ATU) was established on 1st April 2022, the result of a merger between three Institutes of Technology, GMIT, LYIT and IT Sligo. It currently has eight campuses with an enrolment of more than 20,000 students supported by 2,200 staff. ATU offers almost 600 academic programmes from pre-degree to doctoral level.
ATU has a requirement to engage the services of an external dedicated Student Contact Centre Service to support Student Recruitment and registration enquiries. The successful tenderer will act as the initial point of contact for all phone, e-mail, website, and social media-based enquiries received in relation to ATU’s programmes. The successful tenderer will interact seamlessly with the University’s academic, administration and management staff and will report regularly to the University.
ATU has a requirement to engage the services of an external dedicated Student Contact Centre Service to support Student Recruitment and registration enquiries. The successful tenderer will act as the initial point of contact for all phone, e-mail, website, and social media-based enquiries received in relation to ATU’s programmes. The successful tenderer will interact seamlessly with the University’s academic, administration and management staff and will report regularly to the University.
II.2.5)
Award criteria
Criteria below
Quality criterion
-
Name:
Methodology for Delivery of customer Service Management Solution for Higher Education
/
Weighting:
20%
Quality criterion
-
Name:
Technical Resources
/
Weighting:
5%
Quality criterion
-
Name:
Human Resources
/
Weighting:
20%
Quality criterion
-
Name:
Reliability and Continuity of Supply of Service
/
Weighting:
10%
Quality criterion
-
Name:
Data Security
/
Weighting:
15%
Cost criterion
-
Name:
Ultimate Cost
/
Weighting:
30%
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
The initial contract awarded under this framework will be with ATU Sligo.
Section IV: Procedure
IV.1)
Description
IV.1.1)
Type of procedure
Open procedure
IV.1.3)
Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
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 216-620532
Section V: Award of contract
Contract No: 1
Title: Request for tender for Student Contact Centre Services for Atlantic Technological University
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
24/05/2023
V.2.2)
Information about tenders
Number of tenders received:
7
Number of tenders received from SMEs:
7
Number of tenders received from tenderers from other EU Member States:
4
Number of tenders received from tenderers from non-EU Member States:
3
Number of tenders received by electronic means:
7
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor
Forward Emphasis International
0749387000
Malmar House
Malin Head
Donegal
IE
Telephone:
+353 0749387004
Fax:
+353 0749387008
NUTS code:
IE04 -
Northern and Western
Internet address:
http://www.forwardemphasis.ie
The contractor is an SME : yes
V.2.4)
Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
900000.00
EUR
Lowest offer:
159782.00
EUR
/
Highest offer:
260575.00
EUR
taken into consideration
Section VI: Complementary information
VI.4)
Procedures for review
VI.4.1)
Review body
The High Court
Four Courts, Inns Quay
Dublin 7
IE
Telephone:
+353 18886000
Internet address:
www.courts.ie
VI.4.4)
Service from which information about the review procedure may be obtained
The High Court
Four Courts, Inns Quay
Dublin 7
IE
Telephone:
+353 18886000
Internet address:
www.courts.ie