Single Party Framework for the Provision of Contact Centre and Document Management Services and Related Services
Buyer: Residential Tenancies Board
- Published
- 29 January 2026
- Estimated value
- €40,000,000
- Place of performance
- Dublin, IE061
- Procedure
- Negotiated procedure
- Lots
- 1
- Notice number
- 00065934-2026
- Reference
- 2e5a0db9-702c-42ec-a410-4e875b5d17e1
- Official source
- Official source
CPV codes
- 64000000Postal and telecommunications services
- 79000000Business services: law, marketing, consulting, recruitment, printing and security
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…
Award criteria
- Cost — This criterion was based on the best financial offer submitted by tenderers.
- Quality — Service Delivery and Enablement
- Quality — Team and Governance
- Quality — Innovation and Change Management
- Quality — Corporate Social Responsibility and Sustainability
Awards
| Awarded to | Amount | Date |
|---|---|---|
| Fexco Limited | €40,000,000 | — |
Official publications
- TED · 00065934-2026 · 29 January 2026
- OJS · 20/2026 · 29 January 2026
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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).
- How can I bid for public tenders in the European Union?
- Bids are submitted through the official public procurement portal in the European Union. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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