ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 31/08/2020

Expire date: 05/10/2020

External Reference: 2020-287318

TED Reference: 2020/S 172-415224

Contract notice

[NoticeContract]

[Directive201424]

[Section1]: [Ca]

I.1)

[NameAddressContact]

Central Bank of Ireland
N/A
PO Box 559
Dublin 1
New Wapping Street,
IE
[AddressEmail]: tenders@centralbank.ie
[Internets]:
[UrlGeneral]: http://www.centralbank.ie
[UrlBuyerprofile]: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/329

I.3)

[InfoTendering]

[AddressObtainDocs]:  
http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172666&B=ETENDERS_SIMPLE
[AddressFurtherinfo]
[AsContactsAbove]:  
[AddressSendTendersRequest]
[AddressSendTenders]:  http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=172666&B=ETENDERS_SIMPLE
[AddressSendTendersRequest]
[AddressToAbove]
I.4)

[CaType]

[MaintypePublicbody]
I.5)

[Mainactivity]

[MainactivEconomic]

[Section2]: [Object]

II.1)

[QuantityScopeContract]

II.1.1)

[TitleContract]

The provision of Contact Management Services to the Central Bank of Ireland
[Fileref]:  2019P073
II.1.2)

[CpvMain]

79342320  - 
II.1.3)

[TypeContract]

[Services]
II.1.4)

[DescrShort]

The Regulatory Transactions Division (“RTD”) of the Central Bank oversees a Contact Management Solution (“CMS”) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (“RFSP”) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (“the CMS Team”) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a Contact Management Solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the Tenderer’s case management and call centre telephony systems to deliver the service.
II.1.5)

[ValueMagnitudeEstimatedTotal]

[ValueExclVat]: 2500000.00  EUR
II.1.6)

[LotsInfo]

[DivisionLots]: [No]
II.2)

[Description]

II.2.2)

[CpvAdditional]

79342300  - 
79512000  - 
II.2.3)

[PlacePerformance]

[MainsiteplaceWorksDelivery]:  
Dublin
II.2.4)

[DescrProcurement]

The Regulatory Transactions Division (“RTD”) of the Central Bank oversees a Contact Management Solution (“CMS”) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (“RFSP”) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (“the CMS Team”) and a Central Bank Support Team.
The Central Bank is seeking to continue with this model and is seeking a service provider to provide a Contact Management Solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the Tenderer’s case management and call centre telephony systems to deliver the service.
A detailed specification of requirements is set out in the tender documents available to download from www.etenders.gov.ie RFT ID 175024
II.2.5)

[AwardCriteria]

[AwardCriteriaDescriptive]
II.2.6)

[ValueMagnitudeEstimated]

[ValueExclVat]: 2500000.00  EUR
II.2.7)

[DurationContractFrameworkDps]

[DurationMonths]: 24
[RenewalsSubject]: [Yes]
[RenewalsDescr]:  
The Central Bank may extend the duration on a number of occasions on the same terms and conditions for a period or periods of up to twelve (12) months, with a maximum total addition of thirty six (36) months (such that the total maximum possible term of the contract is 60 months).
II.2.10)

[VariantsInfo]

[VariantsAccepted]: [No]
II.2.11)

[OptionsInfo]

[Options]: [Yes]
[OptionsDescr]:
See II.2.7 regarding options to extend the contract.
II.2.13)

[EuProgrInfo]

[EuProgrRelated]: [No]

[Section3]: [InfoLegal]

III.1)

[ConditionsParticip]

III.1.2)

[EconomicFinancialStanding]

[CriteriaSelectionDocs]
III.1.3)

[TechnicalCapacity]

[CriteriaSelectionDocs]
III.2)

[ConditionsContract]

[Section4]: [Procedure]

IV.1)

[Description]

IV.1.1)

[TypeProcedure]

[ProctypeOpen]
IV.1.8)

[GpaInfo]

[GpaCovered] : [Yes]
IV.2)

[InfoAdmin]

IV.2.1)

[PubPrevious]

[NumberOj]: 2019/S 110-268669
IV.2.2)

[LimitReceiptTendersReqPart]

[Date]:  05/10/2020
[Time]:  12:00
IV.2.4)

[LanguagesAllowed]

[Language_EN]
IV.2.6)

[MinTimeMaintain]

[DurationMonths] : 12  ([FromStatedDate])
IV.2.7)

[OpeningConditions]

[Date]:  05/10/2020
[Time]:  12:00

[Section6]: [InfoComplement]

VI.1)

[RecurrenceInfo]

[RecurrentProcurement]:  [Yes]
[FurtherNoticesTiming]:  
On completion of the contract awarded under this tender competition.
VI.3)

[InfoAdditional]

Tenderers are advised to review the requirements in the ITT document and each of Appendices 1C – 1F, all of which are provided as separate documents / workbooks on www.eTenders.gov.ie (RFT ID 175024). These documents will form the basis of the tenderers response.Tenderers must also address data protection requirements, as further described in Appendix 1B. Where requirements are technical in nature tenderers are advised that technical personnel input into the responses.
Tenderers should return the Appendices separately as part of their tender response.
VI.4)

[AppealsProcedure]

VI.4.1)

[AppealsBody]

The High Court
Inns Quay
Dublin 7
IE
[AddressEmail]: highcourtcentraloffice@courts.ie
[Internet]: www.courts.ie

VI.4.3)

[AppealsLodging]

[AppealsDeadline]: 
As set out at section 7 of the European Communities (Public Authorities’ Contracts) (Review Procedures) Regulations SI 130/2010, as amended.