Single Party Framework for the Provision of Contact Centre and Document Management Services and Related Services

Published

29 January 2026

Estimated value

€40,000,000

Place of performance

Dublin, IE061

Procedure

neg-w-call

Lots

1

Notice number

00065934-2026

Reference

2e5a0db9-702c-42ec-a410-4e875b5d17e1

Official source

Official source

CPV codes

• 64000000Servicios de correos y telecomunicaciones
• 79000000Servicios a empresas: legislación, mercadotecnia, asesoría, selección de personal, imprenta y seguridad

Description

The winning tenderer will provide the Operational Services from the Actual Operational Services Commencement Date, Monday – Friday 9am to 5pm excluding Bank Holidays. All Operational Services will be delivered across four channels: Voice, Email, Webchat, Post (Paper). The winning tenderer will provide Operational Services as per 4 pillars outlined below: Customer Support Front Facing Customer Support ➢ Provision of reliable information via phone, email and webchat, to the public on their rights and responsibilities in terms of both living in and providing accommodation in, the rental sector and technical support with navigating the RTB online portal/systems. ➢ Handoff to Dispute Resolution & compliance in 2% of overall contacts, where more specialist support is required. Back-office Customer Support ➢ Reviewing all documentation received by post. Sorting, scanning, routing & escalating where required. ➢ Data entry of tenancy registration and dispute resolution application forms. ➢ Data entry of notice of termination and Rent Pressure Zone exemption forms. Registration ➢ Customer Resolution process (Incomplete Registrations) process: The CRM tenancy management system wil…

Awards

Frequently asked questions

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).