Public procurement notice: Contract Notice
Published: 2021-10-27
Buyer: Central Bank of Ireland
Country: IE
Contract type: Services
Procedure: Open procedure
CPV classification: 72253000: Helpdesk and support services
Estimated value: 5000000 EUR
Submission deadline: 2021-11-24
Award criteria: The most economic tender

Technical requirements: The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance), utilising the Central Bank’s service management toolsets.
As part of overall IT services to the business, the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance, as addressed below), utilising the Central Bank’s service management toolsets.
As part of overall IT services to the business, the Information Management and Technology Directorate (“IMTD”) of the Central Bank provides the IT Service Desk and a walk-up IT support area.  These two functions perform both incident management and request fulfilment as the first line of support to the business.
The Central Bank leverages a third party provider for the resourcing and management of the IT Service Desk and for the provision of a number of resources for the walk-up IT support area managed by the IMTD team. The Central Bank is looking to continue with this model and is seeking a service provider to provide dedicated, appropriately skilled, onsite resources at the Central Bank’s premises. This team will utilise the Central Bank’s ticket management, telephony systems  and other service desk technology to deliver the Services.
The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary.
The successful Tenderer will be required to deliver the Services in a cost effective, service centric, and operationally efficient manner, demonstrating ongoing enhancement of Services through quality assurance, training, knowledge management and continuous service improvement initiatives.
The duration of the Contract is intended to be 36 months, although the Central Bank has the right to terminate it earlier. The Central Bank also has the right to extend the Contract on the same terms and conditions for a period or periods of up to 12 months, with a maximum total addition of 24 months, so that the Contract may ultimately have a maximum total duration of 60 months.
As set out at section 7 of the European Communities (Public Authorities’ Contracts) (Review Procedures) Regulations SI 130/2010, as amended


Award value: 5000000