Public procurement notice: Contract Award Notice
Published: 2020-05-27
Buyer: Irish Water
Country: IE
Contract type: Services
Procedure: Negotiated procedure
CPV classification: 48333000 | 72212333 | 72253000: Helpdesk and support services | 72253100: System support services | 79342300
Award criteria: Lowest price

Technical requirements: Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company. Refer to PQQ document.
Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company.
Irish Water requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers, to include the following services:
• rapid response to deploy the optimum number of agents, at short notice (i.e. 1-2 hours) to handle crises related contacts (major outage/flooding/bad weather/pollution events, etc.);
• billing and payments exception management, e.g. pending bills, adjustments, suspense accounts; etc.
• service performance reporting and data analytics across all services to include problem identification and service improvement insights;
The service delivery model for the multi-channel contact centre service shall support differentiated services across customer segments and provide contact capability across multiple traditional and digital channels.
Supporting back office and administration activity will also be required to enable full end-to-end service provision to customers e.g. payment processing and associated credit control/debt collections; fulfilment; complaint and escalation management.
You must submit through the etenders system before the deadline. The submission deadline is strict and no submissions will be possible after the date and time specified in the PQQ documents. Please note that all tenders are electronic, as such no paper copies
Will be accepted or read. Please submit via the eTenders system not later than 12:00 Dublin local time Friday 18 January 2019.
You must submit through the eTenders system before the deadline.The submission deadline is strict and no submissions will be possible after the date and time specified in the PQQ documents. Please note that all tenders are electronic, as such NO paper copies will be accepted or read. Please submit via the eTenders system not later than 12:00 Dublin local time Friday 18 January 2019.
Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and in particular Regulation 7 and 10(2)).


Winner: Capita Customer Solutions Ltd
Number of bids: 3