Date of dispatch of this notice: 24/03/2023
Expire date: 26/05/2023
External Reference: 2023-278174
TED Reference: 2023/S 063-186758
Contract notice
Information
Published
Contract notice
Contract notice
Directive 2014/24/EU
Section I: Contracting authority
I.1)
Name and addresses
Department of Justice
N/A
51 St. Stephen's Green
Dublin
D02 HK52
IE
Contact person:
Fiona Kelly
Telephone:
+353 872931066
E-mail:
FIKelly@justice.ie
NUTS code:
IE061 -
Dublin
Main address:
http://www.justice.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1122
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=238007&B=ETENDERS_SIMPLEAdditional 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=238007&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
Public order and safety
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Request for Tenders for the provision of a Cloud-based Customer Service Solution under a Single Party Framework Agreement
II.1.2)
Main CPV code
72000000
-
IT services: consulting, software development, Internet and support
II.1.3)
Type of contract
Services
II.1.4)
Short description
The Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice and its Agencies.
The system would comprise
• The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice.
• Real-time online conversation assistance using a Chatbot.
• An appointments booking system
• Self-service system for customers to interact with the services.
While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).
The system would comprise
• The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice.
• Real-time online conversation assistance using a Chatbot.
• An appointments booking system
• Self-service system for customers to interact with the services.
While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).
II.1.5)
Estimated total value
Value excluding VAT: 8000000.00
EUR
II.1.6)
Information about lots
This contract is divided into lots:
no
II.2)
Description
II.2.2)
Additional CPV code(s)
48810000
-
Information systems
72222300
-
Information technology services
72261000
-
Software support services
72262000
-
Software development services
72263000
-
Software implementation services
72268000
-
Software supply services
II.2.3)
Place of performance
NUTS code:
IE061 -
Dublin
II.2.4)
Description of the procurement
The Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice and its Agencies.
The system would comprise
• The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice.
• Real-time online conversation assistance using a Chatbot.
• An appointments booking system
• Self-service system for customers to interact with the services.
While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).
The system would comprise
• The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice.
• Real-time online conversation assistance using a Chatbot.
• An appointments booking system
• Self-service system for customers to interact with the services.
While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).
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: 8000000.00
EUR
II.2.7)
Duration of the contract, framework agreement or dynamic purchasing system
Duration in months:
84
This contract is subject to renewal:
yes
Description of renewals:
Prior to the end of the framework being put in place under this competition
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.1.1)
Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
Please see RFT ID 236746 on www.etenders.gov.ie and the associated 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
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
Framework agreement with a single operator
In the case of framework agreements, provide justification for any duration exceeding 4 years:
Due to the financial commitment and strategic importance of the required software solution, which will become embedded in the organisation structure.
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:
05/05/2023
Local time:
12:00
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:
05/05/2023
Local time:
12:00
Section VI: Complementary information
VI.1)
Information about recurrence
This is a recurrent procurement:
no
VI.3)
Additional information
1) Interested parties must register their interest on the eTenders web site (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 the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting authority will not accept responsibility for information relayed (or not relayed) via third parties.
2) Suppliers must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications and to respond electronically to the competition.
3) Suppliers should note the following when making their submission:
• There is a maximum upload limit of 2GB per file. Documents larger than this should be divided into smaller files prior to upload.
• In order to submit a document to the electronic postbox, please note that you must click “Submit Response”. After submitting a response, the response may be modified and re-submitted as many times as may be necessary until the RFT deadline has expired. Suppliers should be aware that the “Submit Response” button will be disabled automatically upon expiration of the response deadline.
• Suppliers must ensure that they give themselves sufficient time to upload & submit all required documentation before the submission deadline. Suppliers should consider the fact that upload speeds vary.
• If you experience difficulty when uploading documents, please contact eTenders Support Desk for technical assistance. Email etenders@eusupply.com or Telephone: 353(0)21 2439277 (09:00am – 17:30pm GMT). All queries must be submitted through the messaging facility on www.etenders.gov.ie.
4) All queries regarding this tender requirement or process must be submitted through the Irish Government Procurement Opportunities Portal www.etenders.gov.ie as a specific question. Responses will be circulated to those tenderers that have registered an interest in this notice on www.etenders.gov.ie The details of the person making a query will not be disclosed when circulating the response
5) This is the sole call for competition for this contract/framework.
6) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.
7) Contract award will be subject to the approval of the competent authorities.
8) It will be a condition of award that the successful tenderer is and remains tax compliant.
9) At its absolute discretion, the contracting authority may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time.
10) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type, or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words "or equivalent" will always be appended.
11) Without prejudice to the principle of equal treatment, the contracting authority is not obliged to engage in a clarification process in respect of the procurement documents with missing or incomplete information. Therefore, respondents are advised to ensure that they return completed documentation in order to avoid the risk of elimination from the competition.
2) Suppliers must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications and to respond electronically to the competition.
3) Suppliers should note the following when making their submission:
• There is a maximum upload limit of 2GB per file. Documents larger than this should be divided into smaller files prior to upload.
• In order to submit a document to the electronic postbox, please note that you must click “Submit Response”. After submitting a response, the response may be modified and re-submitted as many times as may be necessary until the RFT deadline has expired. Suppliers should be aware that the “Submit Response” button will be disabled automatically upon expiration of the response deadline.
• Suppliers must ensure that they give themselves sufficient time to upload & submit all required documentation before the submission deadline. Suppliers should consider the fact that upload speeds vary.
• If you experience difficulty when uploading documents, please contact eTenders Support Desk for technical assistance. Email etenders@eusupply.com or Telephone: 353(0)21 2439277 (09:00am – 17:30pm GMT). All queries must be submitted through the messaging facility on www.etenders.gov.ie.
4) All queries regarding this tender requirement or process must be submitted through the Irish Government Procurement Opportunities Portal www.etenders.gov.ie as a specific question. Responses will be circulated to those tenderers that have registered an interest in this notice on www.etenders.gov.ie The details of the person making a query will not be disclosed when circulating the response
5) This is the sole call for competition for this contract/framework.
6) The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.
7) Contract award will be subject to the approval of the competent authorities.
8) It will be a condition of award that the successful tenderer is and remains tax compliant.
9) At its absolute discretion, the contracting authority may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time.
10) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type, or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words "or equivalent" will always be appended.
11) Without prejudice to the principle of equal treatment, the contracting authority is not obliged to engage in a clarification process in respect of the procurement documents with missing or incomplete information. Therefore, respondents are advised to ensure that they return completed documentation in order to avoid the risk of elimination from the competition.
VI.4)
Procedures for review
VI.4.1)
Review body
High Court
Four Courts
Dublin
IE
Telephone:
+353 188866000
E-mail:
highcourtcentraloffice@courts.ie
Internet address:
www.courts.ie