ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 15/01/2020

Expire date: 21/02/2020

External Reference: 2020-214535

TED Reference: 2020/S 010-019615

Contract notice

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Department of Employment Affairs and Social Protection
N/A
College Road
Sligo
IE
IE
Contact person: Donn Maguire
Telephone: +353 17042095
E-mail: donn.maguire@welfare.ie
Internet address(es):
Main address: http://www.welfare.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/349

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=160682&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=160682&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)

Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local subdivisions
I.5)

Main activity

Social protection

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

The provision of Consultancy to support the planning, design and configuration of a new Pilot Customer Contact Centre and related Consultancy Supports
II.1.2)

Main CPV code

79512000  -  Call centre
II.1.3)

Type of contract

Services
II.1.4)

Short description

The provision of expert consultancy to DEASP to support the design, structure and processes for new and existing customer contact centres within DEASP, with a view to delivering measureable improvements in the quality of the customer experience provided by DEASP.
II.1.5)

Estimated total value

Value excluding VAT: 360000.00  EUR
II.1.6)

Information about lots

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

Description

II.2.2)

Additional CPV code(s)

64210000  -  Telephone and data transmission services
64214200  -  Telephone switchboard services
64220000  -  Telecommunication services except telephone and data transmission services
79500000  -  Office-support services
79511000  -  Telephone operator services
II.2.4)

Description of the procurement

The provision of expert consultancy to DEASP to support the design, structure and processes for new and existing customer contact centres within DEASP, with a view to delivering measureable improvements in the quality of the customer experience provided by DEASP.
II.2.5)

Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)

Estimated value

Value excluding VAT: 120000.00  EUR
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 24
This contract is subject to renewal: yes
Description of renewals:  
The Contracting Authority reserves the right to extend the Term for a period or periods of up to one year with a maximum of two such extension or extensions on the same terms and conditions, subject to the Contracting Authority’s obligations at law.
II.2.10)

Information about variants

Variants will be accepted: no
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 III: Legal, economic, financial and technical information

III.1)

Conditions for participation

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.2)

Conditions related to the contract

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 : no
IV.2)

Administrative information

IV.2.2)

Time limit for receipt of tenders or requests to participate

Date:  14/02/2020
Local time:  15:00
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)
IV.2.7)

Conditions for opening of tenders

Date:  14/02/2020
Local time:  15:00
Place:  
Online Tender Box

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement:  no
VI.4)

Procedures for review

VI.4.1)

Review body

High Court
Four Courts, Inns Quay
Dublin 7
IE