ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 09/12/2020

Expire date: 01/02/2021

External Reference: 2020-276845

TED Reference: 2020/S 243-602078

Contract notice

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

National Transport Authority
N/A
Dun Sceine
Harcourt Lane
Iveagh Court
IE
Contact person: Orlagh McGowan
Telephone: +353 18798300
E-mail: Orlagh.McGowan@nationaltransport.ie
Fax: +353 18798333
Internet address(es):
Main address: www.nationaltransport.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1149

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=179294&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=179294&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)

Type of the contracting authority

National or federal agency/office
I.5)

Main activity

Other activity:  Transport

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Provision of Contact Centre Services (Located On The Island Of Ireland) Including Associated Software Solutions
Reference number:  DEC181293-2020
II.1.2)

Main CPV code

79512000  -  Call centre
II.1.3)

Type of contract

Services
II.1.4)

Short description

The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The NTA is seeking to engage a suitable party to provide the following services: to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC; to deliver a solution set to enable the CCC to meet its desired business outcomes and enable the CCC to meet business SLAs & KPIs; to manage the running of the CCC and corresponding processes and systems to support all customer interaction; to drive continuous improvement across the CCC to maximise customer experience & efficiency; to achieve & maintain compliance in relation to PCI, GDPR, Irish language and security standards; to manage operational risks; and to enable the NTA to meet its accessibility requirements. Further details are provided in the pre-qualification documents attached to this contract notice.
II.1.6)

Information about lots

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

Description

II.2.2)

Additional CPV code(s)

48333000  -  Contact management software package
48900000  -  Miscellaneous software package and computer systems
64200000  -  Telecommunications services
64210000  -  Telephone and data transmission services
64214200  -  Telephone switchboard services
64216000  -  Electronic message and information services
64220000  -  Telecommunication services except telephone and data transmission services
72212333  -  Contact management software development services
72253000  -  Helpdesk and support services
72253100  -  Helpdesk services
72300000  -  Data services
72421000  -  Internet or intranet client application development services
75130000  -  Supporting services for the government
79342300  -  Customer services
79342320  -  Customer-care services
79500000  -  Office-support services
79510000  -  Telephone-answering services
79511000  -  Telephone operator services
II.2.3)

Place of performance

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

Description of the procurement

As part of it’s customer contact strategy, the National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The CCC will be the primary customer service contact point for services provided by the transport operators, some ticketing service providers and some ticketing offerings controlled by the NTA such as mTicketing, Taxsaver and Next Generation Ticketing. The NTA is seeking to engage a suitable party to provide the following services: • to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC to support the traveling customer; • to deliver a solution set to enable the CCC to meet its desired business outcomes, support business processes and enable the CCC to meet business Service Level Agreements (SLA) and Key Performance Indicators (KPI); • to manage the day-to-day running of the CCC and the corresponding processes and systems to support all customer interaction; • to drive continuous improvement across the CCC and its stakeholder group in order to maximise customer experience and maximise efficiency; • to achieve and maintain compliance in relation to Payment Card Industry (PCI) compliance, GDPR compliance, Irish language and security standards; • to manage operational risks; • to enable the NTA to meet its accessibility requirements; and • to enable the NTA to offer contact centre services to Commercial Bus Operators and other private services.
Candidates should note that it will be a condition of the Contract that the Consolidated Contact Centre must be located on the island of Ireland. As the Consolidated Contact Centre will form an integral and important part of Ireland's public transport network, the NTA requires that the Consolidated Contact Centre is located on the island of Ireland. This is to: facilitate its integration into the overall Irish public transport network;
ensure the required level of communication, co-operation and co-ordination with the other stakeholders in that network including the NTA, transport operators and customers; and
allow the NTA access to premises and staff to monitor service delivery and to ensure that services are delivered in a way that complies with all contractual requirements including KPIs.
Tenderers will be required to agree to this condition as part of their ITN submission at ITN stage & to comply with any other conditions as may be further explained in the tender documents.
Further details are provided in the pre-qualification documents attached to this contract notice.
II.2.5)

Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:  
It is anticipated that the term of the Contract will be for five (5) years from the Operational Services Start Date, with options for the NTA to extend the Contract. If the Services are deemed to be satisfactory by the NTA, the Contract may be extended for a period or periods, up to a maximum of five (5) years after the end of the fifth year. The option to extend rests solely with the NTA.
II.2.9)

Information about the limits on the number of candidates to be invited

Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
As set out in the pre-qualification documents.
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
II.2.14)

Additional information

Candidates should note that it will be a condition of the Contract that the CCC must be located on the island of Ireland,as the CCC will form an integral&important part of Ireland's public transport network. Tenderers will be required to agree to this condition as part of their ITN submission at ITN stage&to comply with any other conditions as may be further explained in the tender documents.

Section III: Legal, economic, financial and technical information

III.1)

Conditions for participation

III.1.1)

Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:  As set out in the pre-qualification documents.
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

III.2.2)

Contract performance conditions

As set out in the procurement documents.

Section IV: Procedure

IV.1)

Description

IV.1.1)

Type of procedure

Competitive procedure with negotiation
IV.1.5)

Information about negotiation

The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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.2.2)

Time limit for receipt of tenders or requests to participate

Date:  25/01/2021
Local time:  12:00
IV.2.3)

Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 20/04/2021
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

Tender must be valid until:  02/03/2022

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement:  no
VI.2)

Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3)

Additional information

The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers relating to this contract award procedure irrespective of the outcome of the competition, or if the competition is postponed or cancelled. All costs incurred by interested parties in participating in this competition must be borne by them.
Any contract award will be subject to a number of preconditions, including production of a current tax clearance certificate or tax clearance statement from the Revenue Commissioners in Ireland.
The contracting authority may terminate this competition (or any part thereof), change the basis of and the procedures for the bidding process, at any time, or procure the project by alternative means if it appears that the project can thereby be more advantageously procured. The most economically advantageous or any tender will not automatically be accepted.
Refer to pre-qualification documents for further information.
VI.4)

Procedures for review

VI.4.1)

Review body

High Court of Ireland
Four Courts, Ground Floor, (East Wing), Inns Quay
Dublin 7
IE
Telephone: +353 18886000
E-mail: highcourtcentraloffice@courts.ie
Fax: +353 18886125
Internet address: http://www.courts.ie

VI.4.3)

Review procedure

Precise information on deadline(s) for review procedures: 
As set out in S.I. No. 130/2010 European Communities (Public Authorities' Contracts) (Review Procedures) Regulations 2010 (in particular Regulation 7 thereof).