Tender for Customer Contact Centre Services

Framework Agreement contract for the delivery of contact centre services.

United Kingdom-London: Call centre

2020/S 062-149970

Contract notice – utilities

Services

Legal Basis:

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Official name: ESB Energy Ltd (ESB)
National registration number: N/A
Postal address: Tricor Suite, 4th Floor, 50 Mark Lane
Town: London
NUTS code: UK
Postal code: EC3R 7QR
Country: United Kingdom
Contact person: Jason Weldon
E-mail: jason.weldon@esb.ie
Telephone: +353 017026424

Internet address(es):Main address: http://www.esb.ie

Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377

I.2)Information about joint procurement

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=164877&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=164877&B=ETENDERS_SIMPLE

Tenders or requests to participate must be submitted to the abovementioned address

I.6)Main activity

Electricity

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Customer Contact Centre Services

Reference number: SS CON 5153

II.1.2)Main CPV code

79512000

II.1.3)Type of contract

Services

II.1.4)Short description:

The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.

It is proposed that the contract will include the following and any associated and related services.

Customer service:

• metering

• billing

• payments

• industry

• priority services register (PSR).

Sales:

• new customers

• renewals

• save, retention and win-back.

It is currently envisaged that the service will be for residential customers.

All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no

II.2)Description

II.2.1)Title:

II.2.2)Additional CPV code(s)

79342300

79342320

79512000

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

The contracting entity intends to procure a framework agreement contract for the delivery of contact centre services. The framework will be a sole supplier framework.

It is proposed that the contract will include the following and any associated and related services.

Customer service:

• metering

• billing

• payments

• industry

• priority services register (PSR).

Sales:

• new customers,

• renewals,

• save, retention and win-back.

It is currently envisaged that the service will be for residential customers.

All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.

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

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 36

This contract is subject to renewal: no

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:

Provided that a sufficient number of applicants are qualified to be considered for shortlisting, following application of the procedures set out in section A.9 (Evaluation of PQQ responses), it is anticipated that at least the five highest-scored applicants be shortlisted and invited to proceed to the next stage of the procurement process.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes

Description of options:

The duration of the framework agreements will be for three(3) years duration with an option, at the discretion of ESB, to extend up to a further 48 months in one or more increments.

II.2.12)Information about electronic catalogues

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

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 stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701.

III.1.2)Economic and financial standing

List and brief description of selection criteria:

As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701.

III.1.3)Technical and professional ability

List and brief description of selection criteria:

As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701.

III.1.4)Objective rules and criteria for participation

List and brief description of rules and criteria:

As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701.

III.1.5)Information about reserved contracts

III.1.6)Deposits and guarantees required:

III.1.7)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

As per tender documents.

III.1.8)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Where a grouping of services providers express interest in this process, it is a requirement of ESB that one member of the group accepts full contractual responsibility for the delivery of services. Where appropriated the intended contractually responsible member of any grouping or consortium must be identified in responding to this notice.

III.2)Conditions related to the contract

III.2.1)Information about a particular profession

III.2.2)Contract performance conditions:

III.2.3)Information about staff responsible for the performance of the contract

Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Negotiated procedure with prior call for competition

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

IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated

IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no

IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 27/04/2020

Local time: 12:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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

IV.2.7)Conditions for opening of tenders

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 publication of this notice is voluntary and is solely to alert economic entities who may be interested in applying to be considered for inclusion on the tender list.

Interested parties should note that this candidate selection process and tendering process is not governed by the provisions of Directive 2004/17/EC or Directive 2014/24/EU (or the Irish regulations transposing those directives) and ESB does not intend in this process to follow the procedures or rules set out in those Directives/Regulations.

Interested parties must register their interest on the eTenders website (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 entity will not accept responsibility for information relayed (or not relayed) via third parties.

2) This is the sole call for competition for this service.

3) The contracting entity will not be responsible for any costs, charges or expenses incurred by candidates or tenderers.

4) Contract award will be subject to the approval of the competent authorities.

5) It will be a condition of award that candidates are tax compliant.

6) If for any reason it is not possible to admit to the framework agreement one or more of the tenderers invited following the conclusion of this competitive process or having awarded a contract under the framework agreement, the contracting entity reserves the right to invite the next highest scoring tenderer to join the framework agreement and/or deliver the contract as appropriate to the circumstances pertaining to the framework.

7) At its absolute discretion, the contracting entity may elect to terminate this procurement process, the framework agreement or any contract awarded under the framework agreement at any time.

8) 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.

9) Without prejudice to the principle of equal treatment, the contracting entity is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.

10) At section II.2.9) we have indicated that five applicants will be invited to tender, please note that the contracting entity reserves the right to invite at least five applicants subject to that number qualifying.

VI.4)Procedures for review

VI.4.1)Review body

Official name: Chief Registrar
Postal address: Four Courts, Inns Quay
Town: Dublin 7
Country: Ireland
Telephone: +353 18886000Internet address: http://www.courts.ie

VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

25/03/2020