Call Contact Centre and Associated Administration Services

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

Sport Ireland Facilities DAC ran this procurement for “Call Contact Centre and Associated Administration Services” 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:

• Title: Call Contact Centre and Associated Administration Services
• om this Competition (the “Services Contract”) will be issued for a term of 24 months (“the Term”) or up to the value of €165,00, subject to satisfactory performance, business needs and budgetary constraints w
• tenderer is required to supply its Tax Clearance Access Number and Tax Reference Number to facilitate online verification of its tax status by t
• tion (the “Services Contract”) will be issued for a term of 24 months (“the Term”) or up to the value of €165
• service provision 52 weeks per year during set agreed opening hour
• Service provision 52 weeks per year during set opening hours
• Service provision 52 weeks per year during set opening hours – 5 m
• arks Service provision 52 weeks per year during set opening hours – 5 m
• [RFT Call Centre Services.docx] REQUEST FOR TENDER
• Call Contact Centre and Associated Administration Services
• [RFT Call Centre Services.docx] Contracting Authority or by any of its officers, employees, agents or professional advisers. No officer, employee, agent, or professional adviser of the Contracting Authority has any authority to give or make any representation or warranty, express or implied, in relation to such information. The Contracting Authority’s officers, employees, agents and professional advisers expressly disclaim any and all liability arising out of such documentation or information and any errors or omissions in or from the documents and information.
• Sport Ireland Facilities DAC (the “Contracting Authority”) invites tenders (“Tenders”) to this request for tenders (“RFT”) from economic operators (“Tenderers”) for an Agreement for the supply of the services 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.

• The objective of this Invitation to Tender is to invite organisations to submit proposals for Call Contact Centre Services to the Contracting Authority. Specifically, to provide a backup service when the staff of the Sport Ireland Campus customer service team are not in a position to answer calls.
• In pursuit of its mission and business objectives, the Contracting Authority has a customer service team that deals with phone, email and walk in enquiries. At different times of the day when dealing with a customer face to face, the staff member cannot answer the phone. In these circumstances we require a third-party call centre to answer the redirected calls.
• Tenderers must provide details on the company’s compliance with General Data Protection Regulation (GDPR) European Union (EU) May 2018 and be able to submit a copy of their Data Privacy Policy if requested.
• In this regard, the successful Tenderer must appoint a suitably qualified, dedicated Key Account Manager (the “KAM”) for the duration of the Contract. The KAM will have overall responsibility for ensuring successful delivery of the service objectives in line with agreed Service Levels.

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.; Any other information requested in this document Type of Insurance Indemnity Level Employer’s Liability €12.7m for any one claim or series of claims a; Public Liability €6.5m limit for any one claim or series of cl
• 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.
• Any other information requested in this document Type of Insurance Indemnity Level Employer’s Liability €12.7m for any one claim or series of claims a
• Public Liability €6.5m limit for any one claim or series of cl
• Professional Indemnity Minimum cover of €1.5m or the value of the contract where > th
• Employers Liability: €12,700,000 Public Liability: €6,500,000 Product Liability: n/a Professional Indemnity: €1,500,000 in the aggregate A5: Confidentiality Un
• ave the following insurances in place: Insurance Type Insurance Type Level in Place Details of Any Excess Expiry Date Expiry Date Employers Liability Employers Liability €12.7million Public Liability Public

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:
• Please note that all information relating to this competition, including clarifications and addenda, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie). Registration is free of charge and there is no charge for documents. The Contracting Authority accepts no responsibility for information relayed (or not relayed) via third parties.
• Sport Ireland Facilities DAC (the “Contracting Authority”) invites tenders (“Tenders”) to this request for tenders (“RFT”) from economic operators (“Tenderers”) for an Agreement for the supply of the services described in Appendix 1 to this RFT (the “Services”).
• [RFT Call Centre Services.docx] Contracting Authority”) invites tenders (“Tenders”) to this request for tenders (“RFT”) from economic operators (“Tenderers”) for an Agreement for the supply of the services described in Appendix 1 to this RFT (the “Services”).
• In the first instance, the self-declaration form (Appendix 3) will be reviewed for its completeness. Tender
• In the first instance, the self-declaration form (Appendix 3) will be reviewed for its completeness. Tenderers meeting this requirement will then be assessed against the award criteria, rules and weightings contained in section 4 of this document in order to identify the most economically advantageous tender. The tenderer(s) with the lowest price tender and with the most economically advantageous tender will be requested to submit evidence in order to be validated against the eligibility criteria and rules contained in section 4 of this document. (Evidence for selection criteria is requested from the lowest price tenderer to ensure the appropriate marking of ultimate cost award criterion).
• The objective of this Invitation to Tender is to invite organisations to submit proposals for Call Contact Centre Services to the Contracting Authority. Specifically, to provide a backup service when the staff of the Sport Ireland Campus customer service team are not in a position to answer calls.

7. Key dates & process

8. Contract terms that matter

Contract duration in the extract: 24 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)
• om this Competition (the “Services Contract”) will be issued for a term of 24 months (“the Term”) or up to the value of €165,00, subject to satisfactory performance, business needs and budgetary constraints w
• tion (the “Services Contract”) will be issued for a term of 24 months (“the Term”) or up to the value of €165
• e right to extend the Term for a period or periods of up to 12 months with a maximum of one such extension on
• The Parties may agree in writing, not later than 30 days before the end of the Initial term or t
• If the period of delay or non-performance continues for 3 weeks, the Party not affected may terminate t
• nvoices payable under the Agreement shall be payable within 60 days of receipt of same
• Without prejudice to the principle of equal treatment, the Contracting Authority is not obliged to engage in a clarification process in respect of tender submissions with missing or incomplete information. Therefore, tenderers are advised to ensure that they return comprehensive tender submissions in order to avoid the risk of elimination from the competition.

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: RFT Call Centre Services.docx, RFT Call Centre Services.docx] REQUEST FOR TENDER, RFT Call Centre Services.docx] Contracting Authority or by any of its officers, emp.
• eTenders CFT / notice reference: not specified in extract.
• Clarification contact / portal: eTenders message portal (email not surfaced in extract).
• Key attachments to prioritise: RFT”) from economic operators (“Tenderers”) for an Agreement for the supply of the, Appendix 1 to this RFT (the “Services”)., RFT Call Centre Services.docx] Contracting Authority”) invites tenders (“Tenders”).