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CfT: Case Management System and Online Customer Web Portal
- Name of Contracting Authority:
- Financial Services and Pensions Ombudsman_548
- Publish on behalf of:
- Financial Services and Pensions Ombudsman_160090
- Participating bodies:
- Financial Services and Pensions Ombudsman_160090
- Title:
- Case Management System and Online Customer Web Portal
- CfT CA Unique ID:
- FSPO102024
- Evaluation Mechanism:
- Most Economically Advantageous Tender (MEAT)
- Description:
- In summary, the Services comprises: Procurement and implementation of a Complaints Management System (CMS) that includes a user-friendly front-end web portal for both customers (individuals and business entities alike), along with a robust back-end workflow system to efficiently manage and resolve cases. The CMS will serve as a central platform for complaint submission, tracking, and resolution, enhancing our ability to deliver timely and effective responses to all stakeholders. The request is also seeking a service support agreement for 3 years after the service is implemented. Estimated value of the contract over the full term is €2M-€5M.
- Procurement Type:
- Services
- CPC Category:
- Other services
- Directive:
- 2014/24/EU (Classic)
- Procedure:
- Open
- CfT Involves:
- A Public Contract
- CPV Codes:
-
72000000-IT services: consulting, software development, Internet and support
- Contact Point:
- Clive.Brooks@fspo.ie
- OJEU link:
- N/A
- Award per Item:
- No
- Inclusion of e-Auctions :
- No
- NUTS codes:
- IE
- Estimated value (EUR):
- 3,000,000
- Awarded (CAN) value:
- 2,972,066.22
- Above or Below threshold:
- Above
- Time-limit for receipt of tenders or requests to participate:
- 27/11/2024 17:00
- Deadline for dispatching invitations:
- End of clarification period:
- 02/11/2024 17:00
- Upload of documents within the clarifications:
- No
- Tenders Opening Date:
- 27/11/2024 17:30
- 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:
- 48 months
- Validity of Tender in days or months:
- 90 days
- EU funding:
- No
- Multiple tenders will be accepted:
- No
- Date of Publication/Invitation:
- 17/10/2024 08:10
- TED links for published notices:
-
https://ted.europa.eu/udl?uri=TED:NOTICE:630450-202...
https://ted.europa.eu/udl?uri=TED:NOTICE:33948-2026...
- Date of Awarding:
- 14/01/2026 16:06
- Language of publication:
- EN
- Number of openers:
- One