Public procurement notice: Contract Notice
Published: 2023-03-29
Buyer: Department of Justice
Country: IE
Contract type: Services
Procedure: Open procedure
CPV classification: 48810000: Information systems | 72000000 | 72222300: Information technology services | 72261000: Software support services | 72262000: Software development services
Estimated value: 8000000 EUR
Submission deadline: 2023-05-05
Award criteria: The most economic tender

Technical requirements: Υπηρεσίες τεχνολογίας των πληροφοριών: παροχή συμβουλών, ανάπτυξη λογισμικού, Διαδίκτυο και υποστήριξη
Request for Tenders for the provision of  a Cloud-based Customer Service Solution under a Single Party Framework Agreement
The Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice and its Agencies.
•	The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice.
While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).
The Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice and its Agencies.
•	The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice.
While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).
Due to the financial commitment and strategic importance of the required software solution, which will become embedded in the organisation structure.
1)	Interested parties must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie) only. Registration is free of charge. The contracting authority will not accept responsibility for information relayed (or not relayed) via third parties.
2)	Suppliers must register their interest on the eTenders web site (www.etenders.gov.ie) in order to be included on the mailing list for clarifications and to respond electronically to the competition.
• There is a maximum upload limit of 2GB per file. Documents larger than this should be divided into smaller files prior to upload.
• In order to submit a document to the electronic postbox, please note that you must click “Submit Response”. After submitting a response, the response may be modified and re-submitted as many times as may be necessary until the RFT deadline has expired. Suppliers should be aware that the “Submit Response” button will be disabled automatically upon expiration of the response deadline.
• Suppliers must ensure that they give themselves sufficient time to upload & submit all required documentation before the submission deadline. Suppliers should consider the fact that upload speeds vary.
• If you experience difficulty when uploading documents, please contact eTenders Support Desk for technical assistance. Email etenders@eusupply.com or Telephone: 353(0)21 2439277 (09:00am – 17:30pm GMT). All queries must be submitted through the messaging facility on www.etenders.gov.ie.

Eligibility requirements: Please see RFT ID 236746 on www.etenders.gov.ie and the associated documents.

Award value: 8000000