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
Directive 2014/25/EU
Section I: Contracting entity
I.1)Name and addresses
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
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/377
I.3)Communication
I.6)Main activity
Section II: Object
II.1.1)Title:
Customer Contact Centre Services
II.1.2)Main CPV code
II.1.3)Type of contract
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.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
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
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.9)Information about the limits on the number of candidates to be invited
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
II.2.11)Information about 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.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
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
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
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
As stated in procurement qualification questionnaire (PQQ) available to download from www.etenders.gov.ie using RFT ID 167701.
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.2.3)Information about staff responsible for the performance of the contract
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about electronic workflows
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.4.1)Review body
Postal address: Four Courts, Inns Quay
Town: Dublin 7
Country: Ireland
Telephone: +353 18886000Internet address: http://www.courts.ie
VI.5)Date of dispatch of this notice: