MCC Cloud-based reception solution that integrates with Microsoft Teams

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

Mayo County Council_1127 ran this procurement for “MCC Cloud-based reception solution that integrates with Microsoft Teams” 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:

• contact centre) system that integrates with Microsoft Teams. The system must provide routing
• queue from an intuitive console or dashboard. The system must also provide for real-time and
• system that integrates with Microsoft Teams. The system must provide routing for the main
• intuitive app or console. Migration to the system should be completed in July of 2024.
• The system must be Microsoft certified.
• The system must integrate with our Microsoft Teams telephony, agnostic to
• The system must surface Azure AD/Teams information for contacts, caller and callee
• The system should ideally sit within our MS tenancy without the need to port numbers
• Highly configurable workflows for call routing must be available, allowing for out of hours
• announcements in .WAV/.MP3 format. The system also should allow for a larger audio file
• Support and training must be made available as part of the implementation.
• The system must provide a real time dashboard / reports on call queues and IVRs. 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.

• It is the policy of the Contracting Authority to promote participation by Small and Medium
• It should be possible to permanently delete call history and logs in line with retention
• Integration with the Contracting Authority’s existing
• requirements and has fundamental flaws and lacks

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.; red if successful Level in Place Level in Place Details of Any Excess Details of Any Excess Renewal Date Renewal Date Renewal Date Employers Liability Employers Liability €13,000,000 €13,000,000 € € Public Liability Public Liability €6,500,000 €6,500,000 € € Product Liab; ility Product Liability €6,500,000 €6,500,000 € € Professional Indemnity Professional Indemnity €2,000,000 €2,000,000 € € Cyber Liability Cyber Liability €2,000,000 €2,000,000 € € AND AND
• Certifications — Insurance Confirmation of the following insurances being in place:  Employers Liability - €13,000,000  Public Liability - €6,500,000  Product Liability -€6,500,000  Professional Indemnity - €2,000,000  Cyber Liability - €2,000,000 2A Request for Tender Contract Open Proc
• 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.
• red if successful Level in Place Level in Place Details of Any Excess Details of Any Excess Renewal Date Renewal Date Renewal Date Employers Liability Employers Liability €13,000,000 €13,000,000 € € Public Liability Public Liability €6,500,000 €6,500,000 € € Product Liab
• ility Product Liability €6,500,000 €6,500,000 € € Professional Indemnity Professional Indemnity €2,000,000 €2,000,000 € € Cyber Liability Cyber Liability €2,000,000 €2,000,000 € € AND AND
• AND 000,000 € € Cyber Liability Cyber Liability €2,000,000 €2,000,000 € € AND AND
• Insurance Confirmation of the following insurances being in place:  Employers Liability - €13,000,000  Public Liability - €6,500,000  Product Liability -€6,500,000  Professional Indemnity - €2,000,000  Cyber Liability - €2,000,000 2A Request for Tender Contract Open Proc

5. Award criteria & scoring

6. Submission requirements

• Method statement / response document (template/page limits) — not specified in extract.
• 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:
• [2A Request for Tender Contract Open Procedure (RFT) - Reception Call Centre Solution.pdf] Accessibility / Dignity at Work ........................................................... 23
• [2A Request for Tender Contract Open Procedure (RFT) - Reception Call Centre Solution.pdf] venture, Tenderers must ensure that all the relevant
• [2A Request for Tender Contract Open Procedure (RFT) - Reception Call Centre Solution.pdf] /07/2024
• and Conditions as appended at the relevant Appendix.
• be submitted as a query in accordance with the procedure described in the Instructions to
• [2A Request for Tender Contract Open Procedure (RFT) - Reception Call Centre Solution.pdf] the Contracting Authority to cancel this competitive process

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)
• number and duration of extensions will be up to two twelve-month periods
• re parts of the contract may be performed that are in force 7 days prior to the deadline for receipt of Te
• Late Payment ............................................................................... 23
• Changes in Legislation ..................................................................... 24
• Small and Medium Enterprise Participation
• It is the policy of the Contracting Authority to promote participation by Small and Medium
• SMEs are encouraged to explore the possibilities of forming relationships with other SMEs or

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: 2A Request for Tender Contract Open Procedure (RFT) - Reception Call Centre Solution.pdf, RFT) - Reception Call Centre Solution.pdf] Accessibility / Dignity at Work ........, RFT) - Reception Call Centre Solution.pdf] venture, Tenderers must ensure that all.
• eTenders CFT / notice reference: not specified in extract.
• Clarification contact / portal: eTenders message portal (email not surfaced in extract).
• Key attachments to prioritise: RFT, RFT) - Reception Call Centre Solution.pdf] /07/2024, Appendix..