Ireland-Dublin: Call centre

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Ireland-Dublin: Call centre

Commission for Communications Regulation (ComReg), (9614619A) has announced on 26 Jan 2021 that is accepting bids for the following project: Ireland-Dublin: Call centre.

The tender will take place in Ireland and will cover the Defence & Security industry.

The value of this project has not been disclosed by the donor and you can apply until Deadline date

After the deadline, Global Database will announce the contract award for Ireland-Dublin: Call centre. In order to stay up-to-date with this tender and also to receive daily notifications about similar projects, you can subscribe to our newsletter for free.

Bellow you can find more information about the tender description and the bidding procedure.

Location: Ireland

General information

Donor:

Commission for Communications Regulation (ComReg), (9614619A)

Industry:

Defence & Security

Real Estate

Consumer Goods & Services

Status:

Accepting bids

Timeline

Published:

26 Jan 2021

Deadline:

Not available

Value:

Not available

Contacts

Name:

Karen Cumiskey

Phone:

+353 18049600

Email: [email protected]
[email protected]

Description

http://ted.europa.eu/udl?uri=TED:NOTICE:39914-2021:TEXT:EN:HTML&src=0&tabId=2

Modification notice

Modification of a contract/concession during its term

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority/entity

I.1)Name and addresses

Official name: Commission for Communications Regulation (ComReg),
National registration number: 9614619A
Postal address: One Dockland Central, Guild Street
Town: Dublin 1
NUTS code: IE IRELAND
Postal code: D01 E4X0
Country: Ireland
Contact person: Karen Cumiskey
E-mail: [email protected]
Telephone: +353 18049600
Fax: +353 18049665
Internet address(es):
Main address: https://www.comreg.ie/
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/559

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Provision of Customer Contact Management Services

Reference number: ComReg T05741

II.1.2)Main CPV code

79512000 Call centre

II.1.3)Type of contract

Services

II.2)Description

II.2.2)Additional CPV code(s)

79000000 Business services: law, marketing, consulting, recruitment, printing and security

79342300 Customer services

79500000 Office-support services

II.2.3)Place of performance

NUTS code: IE IRELAND

II.2.4)Description of the procurement at the time of conclusion of the contract:

Please see tender documents uploaded on http://www.etenders.gov.ie/ RFT 130321 for full details.

Value of contract listed on section II.1.7) and V.2.4) of this contract award notice:

— as per the request for tender (RFT), a number of price scenarios were requested. The current value of the contract awarded and as indicated on this award notice at section II.1.7) and V.2.4) is based on scenario C and F with extended opening hours for 4-year period;

— the total value to be paid to the outsourced provider until the end of each year will depend on current requirement and as volumes are reconciled;

— the contract value stated on this award notice does not include the option to extend, per the RFT for up to 1 year, which ComReg reserves this option.

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

Start: 04/05/2018

End: 03/05/2022

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

Section IV: Procedure

IV.2)Administrative information

IV.2.1)Contract award notice concerning this contract

Notice number in the OJ S: 2018/S 095-216845

Section V: Award of contract/concession

Contract No: 1

V.2)Award of contract/concession

V.2.1)Date of conclusion of the contract/concession award decision:

04/05/2018

V.2.2)Information about tenders

The contract/concession has been awarded to a group of economic operators: no

V.2.3)Name and address of the contractor/concessionaire

Official name: ARI Services Europe Ltd [ARISE]
National registration number: 6335249L
Town: Raheen
NUTS code: IE IRELAND
Country: Ireland

The contractor/concessionaire is an SME: yes

V.2.4)Information on value of the contract/lot/concession (at the time of conclusion of the contract;excluding VAT)

Total value of the procurement: 3 150 384.00 EUR

Section VI: Complementary information

VI.3)Additional information:

Please see tender documents uploaded on http://www.etenders.gov.ie/ RFT 130321 for full details.

Value of contract listed on section II.1.7) and V.2.4) of this contract award notice:

• as per the request for tender (RFT), a number of price scenarios were requested. The current value of the contract awarded and as indicated on this award notice at section II.1.7) and V.2.4) is based on scenario C and F with extended opening hours for 4-year period;

• the total value to be paid to the outsourced provider until the end of each year will depend on current requirement and as volumes are reconciled;

• the contract value stated on this award notice does not include the option to extend, per the RFT for up to 1 year, which ComReg reserves this option.

VI.4)Procedures for review

VI.4.1)Review body

Official name: The High Court of Ireland
Town: Dublin
Country: Ireland

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

Please see tender documents uploaded on http://www.etenders.gov.ie/ RFT 130321 for full details.

VI.5)Date of dispatch of this notice:

21/01/2021

Section VII: Modifications to the contract/concession

VII.1)Description of the procurement after the modifications

VII.1.1)Main CPV code

79512000 Call centre

VII.1.2)Additional CPV code(s)

79000000 Business services: law, marketing, consulting, recruitment, printing and security

79342300 Customer services

79500000 Office-support services

VII.1.3)Place of performance

NUTS code: IE IRELAND

VII.1.4)Description of the procurement:

Please see tender documents uploaded on http://www.etenders.gov.ie/

VII.1.5)Duration of the contract, framework agreement, dynamic purchasing system or concession

Start: 04/05/2018

End: 03/05/2022

VII.1.6)Information on value of the contract/lot/concession (excluding VAT)

Total value of the contract/lot/concession: 3 401 189.00 EUR

VII.1.7)Name and address of the contractor/concessionaire

Official name: ARI Services Europe Ltd [ARISE]
National registration number: 6335249L
Town: Raheen
NUTS code: IE IRELAND
Country: Ireland

The contractor/concessionaire is an SME: yes

VII.2)Information about modifications

VII.2.1)Description of the modifications

Nature and extent of the modifications (with indication of possible earlier changes to the contract):

Two additional ‘queries’ volumes scenarios (C1 and C2), in both the standard ‘working hours’ and ‘extended working hours’ as the volume of queries received by ComReg from consumers as estimated at time of tender has significantly increased due to unforeseen circumstances (Covid-19) in 2020 and into 2021.

VII.2.2)Reasons for modification

Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances:

ComReg has experienced an unforeseen and significant increase in the number of consumer queries and complaints received in 2020 and 2021 to date in relation to electronic communications services in some part due to (Covid 19) as consumers are more reliant on these services at present.

Need for modification brought about by circumstances which a diligent contracting authority/entity could not foresee (Art. 43(1)(c) of Directive 2014/23/EU, Art. 72(1)(c) of/ Directive 2014/24/EU, Art. 89(1)(c) of Directive 2014/25/EU) Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances: increased volume of calls to contractor at unforeseen level.

VII.2.3)Increase in price

Updated total contract value before the modifications (taking into account possible earlier contract modifications and price adaptions and, in the case of Directive 2014/23/EU, average inflation in the Member State concerned)

Value excluding VAT: 3 150 384.00 EUR

Total contract value after the modifications

Value excluding VAT: 3 401 189.00 EUR

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