ETENDERS

Contract award notice

Information

Published

Date of dispatch of this notice: 11/04/2019

External Reference: 2019-271088

TED Reference: 2019/S 074-176116

Contract award notice

Contract award notice

Results of the procurement procedure

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

ITSLIGO
N/A
Ash Lane
Sligo
SLIGO
IE
Contact person: Caroline Burke
Telephone: +353 719137331
E-mail: burke.caroline@itsligo.ie
Fax: +353 719160934
Internet address(es):
Main address: http://www.itsligo.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/235

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 Services Required for Contact Centre for External Services
II.1.2)

Main CPV code

79512000  -  Call centre
II.1.3)

Type of contract

Services
II.1.4)

Short description

IT SLIGO aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of Student Recruitment, Application and Registration enquiries and workflows, and payment of associated fees as relevant, and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as 'chatbots' etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
II.1.6)

Information about lots

This contract is divided into lots: no
II.1.7)

Total value of the procurement

Value excluding VAT:  653000.00  EUR
II.2)

Description

II.2.2)

Additional CPV code(s)

72512000  -  Document management services
75112000  -  Administrative services for business operations
79999100  -  Scanning services
II.2.3)

Place of performance

Main site or place of performance:  
Ireland
II.2.4)

Description of the procurement

IT SLIGO aims to contract the outsourcing of its requirement for student contact centre services. Its objective is to maintain an efficient, timely and customer-centred, outsourced service for the processing of Student Recruitment, Application and Registration enquiries and workflows, and payment of associated fees as relevant, and to interface with its customers accordingly. In addition IT Sligo requires a continuous improvement methodology to improve service and reduce the overall cost of contact centre services through engaging with emerging technologies such as 'chatbots' etc. Tenderers are invited to offer innovative solutions in providing contact centre services in keeping with the overall aim of providing a fit for purpose solution.
II.2.5)

Award criteria

Criteria below
Cost criterion  -  Name:  Fitness for Purpose of the Proposed Solution  /  Weighting:  40%
Cost criterion  -  Name:  Overall Technical Merit of the Human Resources Proposed  /  Weighting:  20%
Cost criterion  -  Name:  Reliability and Continuity of Supply  /  Weighting:  10%
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

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: 2019/S 014-028837

Section V: Award of contract

Title: Contact Centre for External Services

A contract/lot is awarded: yes
V.2)

Award of contract

V.2.1)

Date of conclusion of the contract

21/03/2019
V.2.2)

Information about tenders

Number of tenders received:  2
The contract has been awarded to a group of economic operators :  no
V.2.3)

Name and address of the contractor

Forward Emphasis International
Malmar House, Bree
Co. Donegal
IE

The contractor is an SME : yes
V.2.4)

Information on value of the contract/lot (excluding VAT)

Total value of the contract/lot:  653000.00  EUR

Section VI: Complementary information

VI.3)

Additional information

Interested parties must register their interest on 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 this website, registration for which is free of charge. IT Sligo will not accept responsibility for information relayed (or not relayed) via third parties.
VI.4)

Procedures for review

VI.4.1)

Review body

The High Court
Inns Quay
Dublin
IE