CfT: Single-Party Framework Agreement for the Provision of Contact Centre and Document Management Services and related services for the Residential Tenancies Board
Single-Party Framework Agreement for the Provision of Contact Centre and Document Management Services and related services for the Residential Tenancies Board
CfT CA Unique ID:
Evaluation Mechanism:
Best Price-Quality Ratio
Description:
The Contracting Authority proposes to engage in a competitive process for the establishment of a single-party framework agreement for the provision of Contact Centre and Document Management Service and related services to the Residential Tenancies Board. The successful tenderer will be able to demonstrate their ability in delivering a high-quality customer experience in meeting the short-term needs, as well as showcasing how their proposed model will support the RTB in evolving their service proposition to deliver against its cost and quality ambition in the mid and long term. The initial contract will cover the provision of services across all current contact channels, namely phone, e-mail, webchat and traditional whitemail. One of the critical objectives of this contract will be to work in partnership with the RTB to identify and implement improvements to reduce demand or manage it differently, so capacity can be created for growth and unnecessary spend can be minimised. The initial contract length is expected to be between three and five years, attached to a Framework Agreement of ten years.
Procurement Type:
Services
CPC Category:
Directive:
2014/24/EU (Classic)
Procedure:
Competitive with negotiation
CfT Involves:
The establishment of a framework agreement
Framework agreement Timeframe:
N/A
CPV Codes:
72322000-Data management services
72000000-IT services: consulting, software development, Internet and support
79512000-Call centre
72310000-Data-processing services
48311100-Document management system
Contact Point:
RTB Procurement Team
Award per Item:
No
Inclusion of e-Auctions
:
No
NUTS codes:
IE061 IE
Estimated value (EUR):
40,000,000
Above or Below threshold:
Above
Time-limit for receipt of tenders or requests to participate:
12/02/2024 12:00
Deadline for dispatching invitations:
End of clarification period:
25/01/2024 17:00
Upload of documents within the clarifications:
Yes
Tenders Opening Date:
12/02/2024 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: