Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function
CfT CA Unique ID:
011-03-500
Evaluation Mechanism:
Best Price-Quality Ratio
Description:
The Commission for Regulation of Utilities (“CRU”) is Ireland’s independent energy and water regulator. Our work impacts Irish homes and businesses ensuring safe, secure and sustainable energy and water supplies for all customers. The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The CRU is guided by four strategic priorities that sit alongside the core activities we undertake to deliver on the public interest. These are: • Ensure security of supply • Drive a low carbon future • Empower and protect customers • Enable our people and organisational capacity Further information on the CRU’s role and relevant legislation can be found on the CRU’s website at www.cru.ie The Customer Care Team (CCT) sits in the Customer Policy and Protection, Legal division of the CRU. The team is responsible for delivering two key statutory functions for the CRU: • Providing the commission’s dispute resolution service for unresolved disputes between final customers and service providers. This obligation is set out in Section 7 of S.I. No. 463 of 2011 and Section 8 of the Water Services Act 2014. • Acting as a single point of contact to provide final customers with necessary information concerning their statutory rights in relation to engaging with energy undertakings and obligations of said undertakings, among other things. This obligation is set out in full in Section 8 of S.I. No. 463 of 2011. The CCT requires the specialist external support to assist in the investigation of complaint cases and to assist the team in reducing the current backlog. The successful tenderer should ideally be available to start immediately on the conclusion of this competition (currently estimated as late October 2023), providing two days of support per week for a minimum of 12 months. There is an option to extend these services by six months on two occasions (i.e., maximum 24 month contract), at the discretion of the CRU and with the agreement of the successful tenderer. The successful tenderer will have access to the CCT’s CRM system (Microsoft Dynamics). Through this system they will be assigned cases for investigation. The CCT usually investigate cases in the order in which they joined the queue for investigation. However, depending on the experience of the successful tenderer, specific cases may be directed to them for investigation. They will be expected to manage a caseload of between five and ten complaint cases at a time. Key activities involved in investigating a case will include: • Analysing information provided by the customer and relevant provider(s), and engaging with either party to ascertain additional information if relevant. • Drafting proposed decisions that summarise key facts of the case and the CRU’s proposed determination. • Liaising with the appointed CRU investigating officer to agree proposed decision (to uphold or not uphold the case, and any proposed compensation) for cases as appropriate. • Drafting final decisions taking any further comments received into account. • Using the CCT’s case management system to record case documentation in line with team procedures
Procurement Type:
Services
CPC Category:
Other services
Directive:
2014/24/EU (Classic)
Procedure:
Open
CfT Involves:
A Public Contract
CPV Codes:
71621000-Technical analysis or consultancy services
66170000-Financial consultancy, financial transaction processing and clearing-house services
79400000-Business and management consultancy and related services
79342300-Customer services
79342320-Customer-care services
79500000-Office-support services
72253000-Helpdesk and support services
79512000-Call centre
Contact Point:
Katarina Holohan
Award per Item:
No
Inclusion of e-Auctions
:
No
NUTS codes:
IE IE061
Estimated value (EUR):
233,000
Above or Below threshold:
Above
Time-limit for receipt of tenders or requests to participate:
03/10/2023 12:00
Deadline for dispatching invitations:
End of clarification period:
19/09/2023 17:00
Upload of documents within the clarifications:
Yes
Tenders Opening Date:
03/10/2023 12:30
Allow suppliers to make an online Expression Of Interest:
Yes
Contract awarded in Lots:
No
Contract duration in months or years, including any options and renewals: