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CfT: Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function

Name of Contracting Authority:
Commission for Regulation of Utilities
Title:
Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function
CfT CA Unique ID:
011-03-500
Evaluation Mechanism:
Most Economically Advantageous Tender (MEAT)
Description:
The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The Customer Care Team (CCT) sits in the Customer Policy and Protection and 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. Services are sought primarily in relation to the CCT’s dispute resolution function. Over the last year the CCT has experienced a substantial increase in the volume of complaint cases received from customers. This is driven by a range of factors including high energy prices, energy market developments (such as the emergency electricity credit and new support for microgeneration), increased customer awareness of the CRU and its dispute resolution service, and the increasing remit of the CRU).
Procurement Type:
Services
CPC Category:
Management consulting services and related services
Directive:
2014/24/EU (Classic)
Procedure:
Open
CfT Involves:
A Public Contract
CPV Codes:
79342300-Customer services
79342320-Customer-care services
79419000-Evaluation consultancy services
72221000-Business analysis consultancy services
79411000-General management consultancy services
79410000-Business and management consultancy services
79400000-Business and management consultancy and related services
79512000-Call centre
Contact Point:
Katarina Holohan
Award per Item:
No
Inclusion of e-Auctions :
No
NUTS codes:
IE IE0 IE061
Estimated value (EUR):
212,000
Awarded (CAN) value:
123,200
Above or Below threshold:
Below
Time-limit for receipt of tenders or requests to participate:
21/12/2023 12:00
Deadline for dispatching invitations:
End of clarification period:
06/12/2023 17:00
Tenders Opening Date:
21/12/2023 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:
12 months
Validity of Tender in days or months:
90 days
EU funding:
No
Multiple tenders will be accepted:
No
Date of Publication/Invitation:
24/11/2023 18:07
TED links for published notices:
https://ted.europa.eu/udl?uri=TED:NOTICE:183314-202...
Date of Awarding:
26/03/2024 12:26
Language of publication:
EN
Number of openers:
Two
Contract Award Date:
08/01/2024 00:00