Department of Justice

N/A

51 St. Stephen's Green

Dublin

D02 HK52

IE

[Contactpoint]: Fiona Kelly

[AddressPhone]: +353 872931066

[AddressEmail]: FIKelly@justice.ie

[UrlGeneral]: http://www.justice.ie

[UrlBuyerprofile]: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1122

Request for Tenders for the provision of a Cloud-based Customer Service Solution under a Single Party Framework Agreement

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).

[SectionNo]:  IV.2.2

[IcarTextCorrPlace]:  Time limit for receipt of tenders or requests to participate

[IcarInstead]:  

[IcarRead]:  

[SectionNo]:  IV.2.7

[IcarTextCorrPlace]:  Conditions for opening of tenders

[IcarInstead]:  

[IcarRead]:  

The date of RFT closure and deadline for tender response submissions has been changed from noon on 5th May 2023 to noon on 19th May 2023.