Tender for the provision of Customer Contact Management Services to Coimisiún na Meán

Published

16 January 2024

Estimated value

€2,000,000

Procedure

open

Lots

1

Notice number

00030391-2024

Reference

a68631e5-31b6-4ec5-ba18-6404c2d7319e

Official source

Official source

CPV codes

• 79342300Servicios al cliente
• 79342310Servicios de encuesta a clientes
• 79342311Servicios de evaluación de la satisfacción del cliente
• 79342320Servicios de atención al cliente
• 79500000Servicios de ayuda en las funciones de oficina

Description

Coimisiún na Meán has a range of responsibilities including dealing with queries and complaints in respect to our regulatory remit which extends to setting standards, rules and codes for the different types of media services under the jurisdiction of the Irish State and our role as Ireland’s Digital Service Coordinator (DSC) under the Digital Services Act (DSA) . An Coimisiún’s vision for its contact management service is to offer a quality customer centric offering that is simple and easy to access and that evolves as our regulatory measures are in place. In summary, an Coimisiún is seeking a partner to handle contacts from 17th February 2024. The service will involve dealing with queries and logging complaints initially and undertaking triage with escalations to An Coimisiún's head office ("head office") as relevant. This role will may expand to dealing with complaints in the future and escalating them directly to a Platform /Service Provider if appropriate. Complainants may contact us from throughout Europe and therefore in addition to English and Irish we require the facility to translate into English any European contacts. The type of issues in respect to online safety and har…

Awards

Frequently asked questions

What is the estimated value of this tender?

The estimated value published by the buyer is €2,000,000.

Who is the buyer of this tender?

The contracting authority is Coimisiún na Meán (European Union).