Public procurement notice: Contract Notice
Published: 2023-08-30
Buyer: Electricity Supply Board ESB
Country: IE
Contract type: Services
Procedure: Negotiated procedure
CPV classification: 72000000
Estimated value: 1000000 EUR
Submission deadline: 2023-10-02
Award criteria: The most economic tender

Technical requirements: Υπηρεσίες τεχνολογίας των πληροφοριών: παροχή συμβουλών, ανάπτυξη λογισμικού, Διαδίκτυο και υποστήριξη
SSCON6947 - Provision of a Conversation Platform that will provide Email, Webchat, Messaging and Chatbots etc
The Contracting Entity intends to procure a Conversation Platform (ref. number SSCON6947) that will handle customer queries via our digital channels including Email, Webchat, Messaging and Chatbots etc. It is proposed that the Contract will provide a cloud-based application that can be deployed across our digital assets including, but not limited to Websites and Mobile and Web Applications in line with ESB IT policies. This will be across all jurisdictions we serve, including the Republic of Ireland for Residential and Business, Northern Ireland and Great Britain. The functionality should include (but not limited to): four or more separate accounts that can be managed independently from each other, the solution should have differentiated administration rights for agents and managers and across separate instances or accounts, intelligent routing of emails, chats, and messages based on Electric Irelands requirements, real time and historic reporting, ability to log support calls 24/7 x 365 and integration with the CRM System (SAP), ESB's Website and Customer Portal, Microsoft Exchange and our App.
Applicants will be assessed on the quality of their responses to the rules and criteria outlined in the qualification questionnaire and it is anticipated that the top scoring 5 applicants will be invited to tender, subject to that number qualifying.
At the date of issuing this PQQ, it is envisaged that the contract will be for an initial duration of 2 years with an option to extend up to a further 3 years in one year increments (a potential 5 year contract). The estimated value stated is for a 5 year duration.
As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388
It is our intention to use the Irish Government Procurement portal (www.etenders.gov.ie) for this competition. Access to this Portal is free of charge. Interested parties must formally register their expression of interest for this competition on eTenders before they can gain access to the PQQ documentation. All information relating to and including the pre-qualification documents, any clarifications. and changes will be issued/published via this portal. The contracting entity will not accept responsibility for information relayed (or. not relayed) via third parties 2) This is the sole call for competition for this service. 3) The contracting entity will not be responsible for. any costs, charges or expenses incurred by candidates or tenders. 4) Contract award will be subject to the approval of the competent. authorities. 5) It will be a condition of award that candidates are tax compliant. 6) At its absolute discretion, the contracting entity may. elect to terminate this procurement process or any contract awarded at any time. 7) Please note in relation to all documents, that where. reference is made to a particular standard, make, source, process, trademark, type or patent, this this is not to be regarded as a de facto. requirement. In all cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to. which the words "or equivalent" will always be appended. 8) Without prejudice to the principle of equal treatment, the contracting entity is. not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates. are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.

Eligibility requirements: As stated in the Pre Qualification Questionnaire available for download from www.etenders.gov.ie using CFT ID 2305388

Award value: 1000000