Servicios - 280984-2019

17/06/2019    S114

Ireland-Dublin: Call centre

2019/S 114-280984

Contract notice – utilities

Services

Legal Basis:
Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses
Official name: Bus Eireann/Irish Bus
National registration number: N/A
Postal address: 21 Phibsboro Road, Broadstone
Town: Dublin 7
NUTS code: IE IRELAND
Country: Ireland
Contact person: Simon Lambert
E-mail: simon.lambert@buseireann.ie
Telephone: +353 17033412
Internet address(es):
Main address: www.buseireann.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/374
I.2)Information about joint procurement
The contract is awarded by a central purchasing body
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=148079&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=148079&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted to the abovementioned address
I.6)Main activity
Urban railway, tramway, trolleybus or bus services

Section II: Object

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

Provision of Call Management Services and Social Media Monitoring

Reference number: BE/SE/30/05/2019
II.1.2)Main CPV code
79512000 Call centre
II.1.3)Type of contract
Services
II.1.4)Short description:

Provision of call management services and social media monitoring.

Lot 1: Call Management Services.

Lot 2: Social Media Monitoring.

II.1.5)Estimated total value
Value excluding VAT: 1 500 000.00 EUR
II.1.6)Information about lots
This contract is divided into lots: yes
Tenders may be submitted for all lots
II.2)Description
II.2.1)Title:

Provision of Call Management Services

Lot No: 1
II.2.2)Additional CPV code(s)
64216000 Electronic message and information services
79510000 Telephone-answering services
II.2.3)Place of performance
NUTS code: IE IRELAND
II.2.4)Description of the procurement:

Lot 1: Call Management Services.

The Contracting Authority now proposes to provide an 1 850 telephone number available for all customer care issues. This call centre will handle calls between 7:00 and 19:00 Monday to Friday and between 8:00 and 18:00 Saturdays, Sundays and Bank Holidays, for 364 days per year. No service required on Christmas Day.

— answering all queries relating to all aspects of Bus Éireann’s business — Expressway, PSO, Eurolines, Day Tours, Events, School Transport, etc., béClub customer loyalty programme, online promotions through ‘Phone and Webchat,

— ensure there is available at all times a staff member proficient in the Irish language who will engage with those customers who wish to communicate through the medium of Irish,

— provision of information on all aspects of the network including service frequencies, travel time between main stops, time of first and last services on a route, location of stops, connections to local rail or Luas services, etc.,

— provision of information on fare zones, tickets, Leap Cards, means of purchase and payment for all ticket types and location of ticket agents,

— in the event of service disruptions, advising customers of any delay to service, the reason for the delay, the likely duration of the incident, and alternative travel options if applicable,

— arranging assistance for customers with disabilities or special needs,

— dealing with ticket refunds,

— handling public complaints and direct appropriately,

— dealing with lost property enquiries and direct appropriately.

The above list is not an exhaustive list, and additional requirements may be added during the life time of the contract.

The National Contact Centre will be managed by Bus Éireann’s Customer Care Manager who will receive weekly and monthly statistical reports on key metrics, e.g., but not limited to, types of calls received, volumes of calls received, response time, average waiting time, categorisation of queries/comments.

II.2.5)Award criteria
Criteria below
Quality criterion - Name: Quality / Weighting: 40
Price - Weighting: 60
II.2.6)Estimated value
Value excluding VAT: 1 100 000.00 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.2.9)Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 7
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
II.2)Description
II.2.1)Title:

Provision of Social Media Monitoring

Lot No: 2
II.2.2)Additional CPV code(s)
64216000 Electronic message and information services
79510000 Telephone-answering services
II.2.3)Place of performance
NUTS code: IE IRELAND
II.2.4)Description of the procurement:

In order to monitor/reply up to 8 000 posts a month 24/7 and to continue to provide out of hours response on social media platforms, the requirements will be:

— 24/7 real time live agent monitoring across social and online media,

— email and SMS alerts up to 20 users,

— monthly reporting with insight,

— dashboard access up to 20 logins,

— customer support,

— out of hours social media response for Bus Éireann and Expressway (weekdays 5:00 p.m.-9:00 a.m., 24 hours weekends/Bank Holidays) 24/7 customer support,

— dedicated account management team,

— manage and operate web chat services.

II.2.5)Award criteria
Criteria below
Quality criterion - Name: Quality / Weighting: 40
Price - Weighting: 60
II.2.6)Estimated value
Value excluding VAT: 400 000.00 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.2.9)Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 7
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
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.1.8)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: 15/07/2019
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date: 19/07/2019
IV.2.4)Languages in which tenders or requests to participate may be submitted:
English

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about electronic workflows
Electronic payment will be used
VI.3)Additional information:
VI.4)Procedures for review
VI.4.1)Review body
Official name: High Court
Postal address: Inns Quay
Town: Dublin
Postal code: 7
Country: Ireland
VI.5)Date of dispatch of this notice:
12/06/2019