Check out our COVID-19 dedicated page for tenders related to medical equipment needs.

The Conference on the Future of Europe is your chance to share your ideas and shape the future of Europe. Make your voice heard!

Services - 195179-2017

24/05/2017    S99

Spain-Alicante: Management of EUIPO first line activities

2017/S 099-195179

Contract notice

Services

Legal Basis:
Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: European Union Intellectual Property Office
National registration number: V-03965324
Postal address: Avenida de Europa, 4
Town: Alicante (Alicante)
NUTS code: ES521 Alicante / Alacant
Postal code: 03008
Country: Spain
E-mail: procurement@euipo.europa.eu
Internet address(es):
Main address: https://euipo.europa.eu/ohimportal/en/public-procurement
I.3)Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: https://etendering.ted.europa.eu/cft/cft-display.html?cftId=2491
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address
I.4)Type of the contracting authority
European institution/agency or international organisation
I.5)Main activity
General public services

Section II: Object

II.1)Scope of the procurement
II.1.1)Title:

Management of EUIPO first line activities.

Reference number: AO/003/17.
II.1.2)Main CPV code
79510000 Telephone-answering services
II.1.3)Type of contract
Services
II.1.4)Short description:

Provision of services related to the EUIPO first line activities, administration of CRM database and marketing campaigns.

II.1.5)Estimated total value
Value excluding VAT: 3 720 000.00 EUR
II.1.6)Information about lots
This contract is divided into lots: no
II.2)Description
II.2.2)Additional CPV code(s)
79511000 Telephone operator services
79570000 Mailing-list compilation and mailing services
II.2.3)Place of performance
NUTS code: ES521 Alicante / Alacant
Main site or place of performance:

Avenida de Europa, 4, 03008 Alicante (Alicante), SPAIN.

II.2.4)Description of the procurement:

The Information Centre First Line is the team that manages the direct interactions between the customers and the EUIPO via phone, in written and in person. The team mainly answers the calls to the general EUIPO telephone number and responds to questions concerning the EUTM and RCD procedures. It also conducts marketing campaigns on specific request by phone, mailing and in the future online chat related to the customer management activities as well as proactively guiding the users towards the use of EUIPO online tools. Moreover, the team is in charge of following up actions related to the users' queries via outgoing e-mails and calls as well as collecting suggestions and feedback related to technical incidents from the users.

As the EUIPO is a decentralised agency of the European Union whose users come from all over the world, the image which the EUIPO wishes to promote is that of a dynamic, modern and transparent public authority with a service-oriented vocation. Since the Information Centre First Line is the first contact that customers have with the EUIPO, it must convey and help to maintain this image.

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
Value excluding VAT: 3 720 000.00 EUR
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 48
This contract is subject to renewal: no
II.2.10)Information about variants
Variants will be accepted: no
II.2.11)Information about options
Options: no
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.1.2)Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3)Technical and professional ability
Selection criteria as stated in the procurement documents

Section IV: Procedure

IV.1)Description
IV.1.1)Type of procedure
Open procedure
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.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.2)Time limit for receipt of tenders or requests to participate
Date: 26/06/2017
Local time: 13:00
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:
Bulgarian, Czech, Danish, German, Greek, English, Spanish, Estonian, Finnish, French, Irish, Croatian, Hungarian, Italian, Lithuanian, Latvian, Maltese, Dutch, Polish, Portuguese, Romanian, Slovak, Slovenian, Swedish
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
Duration in months: 9 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders
Date: 30/06/2017
Local time: 11:00
Place:

Avenida de Europa, 4, 03008 Alicante (Alicante), SPAIN.

Information about authorised persons and opening procedure:

Each tenderer may send up to 2 representatives. The Office should be informed by fax on +34 965138500 or by e-mail to procurement@euipo.europa.eu of the names and identity document numbers of the visitors before 28.6.2017.

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about electronic workflows
Electronic invoicing will be accepted
VI.3)Additional information:

The tender documents will be available for download at the address indicated under heading I.3. The website will be updated regularly and it is the tenderers' responsibility to check for updates, modifications or answers to questions during the tendering period.

VI.4)Procedures for review
VI.4.1)Review body
Official name: General Court
Postal address: rue du Fort Niedergrünewald
Town: Luxembourg
Postal code: 2925
Country: Luxembourg
E-mail: generalcourt.registry@curia.europa.eu
Telephone: +352 4303-1
Fax: +352 4303-2100
Internet address: http://curia.europa.eu
VI.4.3)Review procedure
Precise information on deadline(s) for review procedures:

Within 2 months of the notification to the plaintiff, or, in absence thereof, of the day on which it came to the knowledge.

VI.5)Date of dispatch of this notice:
15/05/2017