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

[NoticeContractAward]

[NoticeContractAwardSub]

[Directive201424]

[Section1]: [Ca]

I.1)

[NameAddressContact]

ITSLIGO
N/A
Ash Lane
Sligo
SLIGO
IE
[Contactpoint]: Caroline Burke
[AddressPhone]: +353 719137331
[AddressEmail]: burke.caroline@itsligo.ie
[AddressFax]: +353 719160934
[Internets]:
[UrlGeneral]: http://www.itsligo.ie
[UrlBuyerprofile]: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/235

I.4)

[CaType]

[MaintypePublicbody]
I.5)

[Mainactivity]

[MainactivEducation]

[Section2]: [Object]

II.1)

[QuantityScopeContract]

II.1.1)

[TitleContract]

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

[CpvMain]

79512000  - 
II.1.3)

[TypeContract]

[Services]
II.1.4)

[DescrShort]

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)

[LotsInfo]

[DivisionLots]: [No]
II.1.7)

[ValueTotal]

[ValueExclVat]:  653000.00  EUR
II.2)

[Description]

II.2.2)

[CpvAdditional]

72512000  - 
75112000  - 
79999100  - 
II.2.3)

[PlacePerformance]

[MainsiteplaceWorksDelivery]:  
Ireland
II.2.4)

[DescrProcurement]

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)

[AwardCriteria]

[AwardCriteriaBelow]
[AwardLowestCost]  -  [AwardCriterionName]:  Fitness for Purpose of the Proposed Solution  /  [Weighting]:  40%
[AwardLowestCost]  -  [AwardCriterionName]:  Overall Technical Merit of the Human Resources Proposed  /  [Weighting]:  20%
[AwardLowestCost]  -  [AwardCriterionName]:  Reliability and Continuity of Supply  /  [Weighting]:  10%
[AwardLowestCost]  -  [AwardCriterionName]:  Ultimate Cost  /  [Weighting]:  30%
II.2.11)

[OptionsInfo]

[Options]: [No]
II.2.13)

[EuProgrInfo]

[EuProgrRelated]: [No]

[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 014-028837

[Section5]: [AwardOfContract]

[TitleContract]: Contact Centre for External Services

[AwardConfirm]: [Yes]
V.2)

[AwardOfContract]

V.2.1)

[DateAward]

21/03/2019
V.2.2)

[AwardOffersInfo]

[OffersReceived]:  2
[AwardedGroup] :  [No]
V.2.3)

[AwardedToName]

Forward Emphasis International
Malmar House, Bree
Co. Donegal
IE

[AwardedSme] : [Yes]
V.2.4)

[ValueContractInfo] ([ExclVat])

[ValueTotalFinal]:  653000.00  EUR

[Section6]: [InfoComplement]

VI.3)

[InfoAdditional]

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)

[AppealsProcedure]

VI.4.1)

[AppealsBody]

The High Court
Inns Quay
Dublin
IE