Request for Tenders for the provision of an Out of Hours Call Handling Provider

AI-generated analysis of the documents. Check the official notice and any amendments for current submission details.

1. At a glance

2. Scope of Work

Co-operative Housing Ireland ran this procurement for “Request for Tenders for the provision of an Out of Hours Call Handling Provider” as an operational contract requiring implementation and sustained service execution. The extracted pack showed qualification-stage material with references to later ITT technical depth; practical activity therefore centred on building, integrating, and operating the specified service stack with compliant reporting and handover obligations where stated. Constituent activities and named work elements in the supplied extracts:

• be required to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.7m any one claim or series of claims arisi
• ority estimates that the expenditure on the Services to be covered by the proposed Services Contract may amount to some €120,000 (excl
• rated under a known Information Security Management System (ISO 27001 or equivalent)? [ ] [ ]
• services operated under a known quality management system (ISO 9001:2015 or equivalent)? [ ] [ ]
• rer shall be required to supply its Tax Clearance Access Number and Tax Reference Number to facilitate online verification of their tax status by
• • Compliance with ISO 27001 - Information Security Management Systems, or equivalent; and
• • Compliance with ISO 9001 – Quality Management Systems, or equivalent
• • Compliant with ISO 27001 - Information Security Management Systems, or equivalent; and
• • Compliant with ISO 9001 – Quality Management Systems, or equivalent
• [Request for Tenders - Out Of Hours Call Handling Service.docx] Request for Tenders
• Appendix 5: Services Contract 30
• 1. Cooperative Housing Ireland (CHI) (the “Contracting Authority”) invites tenders (“Tenders”) to this request for tenders (“RFT”) from economic operators (“Tenderers”) for the provision of the services as described in Appendix 1 to this RFT (the “Services”). Non-binding monetary references in the source were treated as context only and were not used as qualification thresholds.

3. Background & buyer context

The buyer context reflected a formal Irish public-procurement route, with pre-qualification used to control entry into the tender stage.

• • 1. Contracting Authority policy seeks to encourage participation on a fair and equal basis by Small and Medium Enterprises (“SME”s) in this Competition. SMEs that believe the scope of this Competition is beyond their technical or business capacity are encouraged, subject to paragraph 2.5, to explore the possibilities of forming relationships with other SMEs or with larger enterprises. Through such relationships they can participate and contribute to the successful implementation of any Services Contract that may result from this Competition and therefore increase their social and economic benefits.

4. Eligibility & selection criteria

• Turnover requirement — — use these verbatim for insurance / turnover. If a category (insurance, turnover) has no entry here, treat it as 'not specified' for THIS tender.
• Insurance — — use these verbatim for insurance / turnover. If a category (insurance, turnover) has no entry here, treat it as 'not specified' for THIS tender.; be required to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.7m any one claim or series of claims arisi; ng out of a single occurrence (if self-employed this is not necessary) Public Liability €6.5m any one claim or series of claims arisi
• Certifications — not specified for this tender
• Past experience — not specified for this tender
• Personnel — not specified for this tender
• Geographic / facility constraints — not specified for this tender Additional binding lines surfaced in the deterministic extract:
• — use these verbatim for insurance / turnover. If a category (insurance, turnover) has no entry here, treat it as 'not specified' for THIS tender.
• be required to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.7m any one claim or series of claims arisi
• ng out of a single occurrence (if self-employed this is not necessary) Public Liability €6.5m any one claim or series of claims arisi
• Tenderers must have a minimum annual turnover of €200,000 for their most recent financial year: u

5. Award criteria & scoring

6. Submission requirements

• Method statement / response document (template/page limits) — Appendix 1 questionnaire/PQQ response was required.
• CVs (page count, named roles) — not specified in extract.
• Pricing schedule (format/template) — expected at ITT stage.
• Case studies (number/value range) — client references/comparable project evidence was referenced.
• Declarations (ESPD/Bona Fides/Tax/COI) — ESPD/declaration/statement-of-confirmation language was present.
• Mandatory site visit — not specified in extract.
• Submission portal and formatting — eTenders portal and PDF electronic copies were referenced. Submission-related source lines:
• Appendix 1: Requirements and Specifications 19
• Appendix 2: Pricing Schedule 26
• Appendix 3: Tenderer’s Statement 27
• Appendix 4: Declaration as to Personal Circumstances of Tenderer 28
• Appendix 5: Services Contract 30
• Appendix 6: Confidentiality Agreement 54

7. Key dates & process

8. Contract terms that matter

Contract duration in the extract: 12 months. Payment cycle, SLA/KPI schedule, and penalty regime were not fully disclosed in the snippets unless listed below.

• VERIFIED PHRASES (deterministic regex extract from the documents — treat as authoritative for numerical claims)
• be required to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.7m any one claim or series of claims arisi
• NOW IT IS HEREBY AGREED in consideration of the sum of €2.00 (the receipt of which is hereby acknowledged by the Contractor) as follows:
• I confirm that I have the minimum annual turnover pertaining to the contract in accordance with the terms and conditions detailed in paragraph 3
• ontinues for 30 calendar days either Party may terminate at 14 days’ notice
• breach(es) (if the breach(es) are capable of remedy) within 30 days after receipt of a request in writing f
• For the Term and for a period of 12 months thereafter (and save in respect of publ
• • 1. CONTRACT PROCEDURE AND TERM

9. Risks, red flags & unusuals

• Qualification gate: the deterministic extract included a turnover threshold line (— use these verbatim for insurance / turnover. If a category (insurance, turnover) has no entry here, treat it as 'not specified' for THIS tender.), which can materially narrow bidder pool composition.
• The two-step process (PQQ then ITT) shifted effort to compliance evidence early, with competitive scoring detail potentially deferred.
• Technical and contractual granularity appeared ITT-dependent, increasing ambiguity at qualification stage for non-incumbent bidders.

10. SME fit assessment

This competition looked most accessible to firms with established public-sector tender capability, documented financial capacity, and direct operational experience in the relevant service category.

• Credible bidder profile — mid-sized to large specialist with formal QA/compliance process.
• Consortium / sub-contracting — allowed or addressed in the extracts (Appendix references and reliance provisions).
• Indicative bid-prep effort — 6 to 12 working days for evidence collation, form completion, and review cycles at PQQ level.
• Pwin signal — strongest for bidders with reusable qualification artefacts, comparable references, and low-friction mobilisation capability.

11. Where to dig deeper

• Source RFT/PQQ filenames: [

Deadline phrases

• ie** **by 12:00hrs GMT on 3rd March 2025
• received not later than 12:00hrs GMT on 3rd March 2025 (the “Tender Deadline”)
• e accepted no later than 12:00hrs GMT on 24th February 2025 unless otherwise published by the Contracting Authority

Scale / volume phrases

• that all prices quoted in the Tender will remain valid for 120 days commencing from the Tender Deadline
• l year: unless the date of establishment is within the last 12 months, in which
• so be required to manage and handle Out of Hours calls on a 14 day consecutive period over Christmas each
• n circumstances where no queries are raised within the said 14 day period the invoice shall be deemed acce
• ontinues for 30 calendar days either Party may terminate at 14 days’ notice
• , without liability for compensation or damages, by serving 1 months written notice to the Contractor
• , without liability for compensation or damages, by serving 3 months written notice to the Client
• breach(es) (if the breach(es) are capable of remedy) within 30 days after receipt of a request in writing f
• For the Term and for a period of 12 months thereafter (and save in respect of publ

TENDER DOCUMENTS [Request for Tenders - Out Of Hours Call Handling Service.docx, Request for Tenders - Out Of Hours Call Handling Service.docx, Appendix 1: Requirements and Specifications 19 .

• eTenders CFT / notice reference: OJEU S number Click here and insert details, date Click here and.
• Clarification contact / portal: [email protected].
• Key attachments to prioritise: Appendix 2: Pricing Schedule 26 , Appendix 3: Tenderer’s Statement 27 , Appendix 4: Declaration as to Personal Circumstances of Tenderer 28 .