Single-Party Framework Agreement for the Provision of Contact Centre and Document Management Services and related services for the Residential Tenancies Board

Published

15 January 2024

Submission deadline

12 February 2024

Estimated value

€40,000,000

Place of performance

IE061

Procedure

neg-w-call

Lots

1

Notice number

00025598-2024

Reference

24c0b825-0413-482e-8a6f-94d15fb11d43

Official source

Official source

CPV codes

• 72322000Servicios de gestión de datos
• 72000000Servicios TI: consultoría, desarrollo de software, Internet y apoyo
• 79512000Centro de llamadas
• 72310000Servicios de tratamiento de datos
• 48311100Sistema de gestión de documentos

Description

The Contracting Authority proposes to engage in a competitive process for the establishment of a single-party framework agreement for the provision of Contact Centre and Document Management Service and related services to the Residential Tenancies Board. The successful tenderer will be able to demonstrate their ability in delivering a high-quality customer experience in meeting the short-term needs, as well as showcasing how their proposed model will support the RTB in evolving their service proposition to deliver against its cost and quality ambition in the mid and long term. The initial contract will cover the provision of services across all current contact channels, namely phone, e-mail, webchat and traditional whitemail. One of the critical objectives of this contract will be to work in partnership with the RTB to identify and implement improvements to reduce demand or manage it differently, so capacity can be created for growth and unnecessary spend can be minimised. The initial contract length is expected to be between three and five years, attached to a Framework Agreement of ten years.

Frequently asked questions

What is the deadline to bid for this tender?

The submission deadline is 12 February 2024. Check the official source, as dates can be modified.

What is the estimated value of this tender?

The estimated value published by the buyer is €40,000,000.

Who is the buyer of this tender?

The contracting authority is Residential Tenancies Board (European Union).