Date of dispatch of this notice: 19/01/2021
External Reference: 2021-203340
TED Reference: 2021/S 015-033596
Contract award notice
Information
Published
Contract award notice
Contract award notice
Results of the procurement procedure
Directive 2014/24/EU
Section I: Contracting authority
I.1)
Name and addresses
Commission for Regulation of Utilities
N/A
The Grain House, The Exchange, Belgard Square North
Tallaght
Dublin 24 D24 PXW0
IE
Contact person:
Katarina Holohan
Telephone:
+353 14000800
E-mail:
kholohan@cru.ie
Internet address(es):
Main address:
http://www.cru.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1232
I.4)
Type of the contracting authority
Body governed by public law
I.5)
Main activity
Other activity:
Regulatory Body
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Provision of Customer Contact Management Services
Reference number:
011-03-419
II.1.2)
Main CPV code
79342320
-
Customer-care services
II.1.3)
Type of contract
Services
II.1.4)
Short description
The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to regulate water, energy and energy safety in the public interest. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Further information on the CRU’s role and relevant legislation can be found on the CRU’s website at www.cru.ie
A detailed specification of requirements is set out in the Request for Tender document available to download from www.etenders.gov.ie
Further information on the CRU’s role and relevant legislation can be found on the CRU’s website at www.cru.ie
A detailed specification of requirements is set out in the Request for Tender document available to download from www.etenders.gov.ie
II.1.6)
Information about lots
This contract is divided into lots:
no
II.1.7)
Total value of the procurement
Lowest offer:
319142.00
EUR
/
Highest offer:
421185.00
EUR
taken into consideration
(excluding VAT)
II.2)
Description
II.2.2)
Additional CPV code(s)
79342300
-
Customer services
79512000
-
Call centre
II.2.4)
Description of the procurement
The CRU is Ireland’s independent energy and water regulator. The CRU was originally established as the Commission for Electricity Regulation in 1999. The powers and function of the CRU have expanded over time and the organisation is now known as the CRU to better reflect our role.
The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water.
The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Under the European Communities (Internal Market in Electricity and Gas) (Consumer Protection) Regulations 2011 (SI 463 of 2011) and the Water Services Act 2014, the CRU has a statutory duty to provide a single point of contact for all energy and water related customer queries/information requests, and to provide a dispute resolution/complaint service for any customer with an unresolved complaint against an energy supplier, energy network operator or Irish Water. The CRU’s Customer Care Team (“CCT”) is the team that fulfils this role and assists household and small business customers who have questions or complaints in relation to energy or water utilities. The team at all times strives to provide customers with helpful and accurate information.
The CCT also has an important role in gathering information from customers about their experiences with energy suppliers, network operators and Irish Water. The CCT use this valuable information to provide feedback to the relevant divisions within the CRU; this helps CRU to feed the customers’ views into the development of policies that address the issues raised by customers and improves customer protection.
The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water.
The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change.
Under the European Communities (Internal Market in Electricity and Gas) (Consumer Protection) Regulations 2011 (SI 463 of 2011) and the Water Services Act 2014, the CRU has a statutory duty to provide a single point of contact for all energy and water related customer queries/information requests, and to provide a dispute resolution/complaint service for any customer with an unresolved complaint against an energy supplier, energy network operator or Irish Water. The CRU’s Customer Care Team (“CCT”) is the team that fulfils this role and assists household and small business customers who have questions or complaints in relation to energy or water utilities. The team at all times strives to provide customers with helpful and accurate information.
The CCT also has an important role in gathering information from customers about their experiences with energy suppliers, network operators and Irish Water. The CCT use this valuable information to provide feedback to the relevant divisions within the CRU; this helps CRU to feed the customers’ views into the development of policies that address the issues raised by customers and improves customer protection.
II.2.5)
Award criteria
Criteria below
Quality criterion
-
Name:
Quality of Approach to Service Delivery Methodology
/
Weighting:
60%
Quality criterion
-
Name:
Technical Merit
/
Weighting:
10%
Price
-
Weighting:
30%
II.2.11)
Information about options
Options:
yes
Description of options:
The contract will be awarded for a term of twenty-four (24) months with the option to extend for a further twelve (12) month period with a maximum of two (2) such extension
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
Please consult the associated documentation which contains full instructions regarding this submission of tenders and is available to download on www.etenders.gov.ie using RFT ID174775.
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
: yes
IV.2)
Administrative information
IV.2.1)
Previous publication concerning this procedure
Notice number in the OJ S: 2020/S 164-398958
Section V: Award of contract
Contract No: 1
Title: Provision of Customer Contact Management Services
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
01/12/2020
V.2.2)
Information about tenders
Number of tenders received:
2
Number of tenders received from SMEs:
2
Number of tenders received from tenderers from other EU Member States:
2
Number of tenders received from tenderers from non-EU Member States:
0
Number of tenders received by electronic means:
2
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor
ARI Services Europe Ltd (ARISE)
6335249L
Raheen Business Park
Limerick
IE
Telephone:
+353 061492905
The contractor is an SME : yes
V.2.4)
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
500000.00
EUR
Section VI: Complementary information
VI.4)
Procedures for review
VI.4.1)
Review body
The High Court
Inns Quay
Dublin
7
IE
E-mail:
highcourtcentraloffice@courts.ie
Internet address:
www.courts.ie