Temporary Administrative Resources

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

1. At a glance

Buyer Title CPV / category Estimated value Per-year Procedure type Lots Location Contract length Submission deadline Go-live / start |-------|--------------------------------|--------------------------------------|-----------------|----------|----------------|------|------------------|------------------|-------------------------------|------------------| Financial Services and Pensions Ombudsman_548 Temporary Administrative Resources Facilities Management & Cleaning €800,000 not stated Open procedure not stated Lincoln House, Dublin 2 12 months (with 1 extension) 04 April 2024, 12:00 not stated

2. Scope of Work

The Financial Services and Pensions Ombudsman (FSPO) seeks a contractor to provide temporary administrative support resources. The contractor will deliver essential operational services, which may vary throughout the contract term based on the FSPO's needs. The scope includes:

• Post Mail Handling and Courier/Delivery Services: Sorting, franking, recording, scanning, and distributing incoming and outgoing mail. Managing deliveries and courier services.
• Data Entry / Cleaning / Verification / Problem Resolution Services: Entering and validating data in the Complaints Management System (CMS), sorting documents related to complaints, and ensuring data accuracy.
• Customer Service/Reception Services: Handling customer inquiries via telephone, email, and in-person, with potential future expansion to social media and web chat. Includes managing contractor visits and compliance with COVID-19 protocols.
• Document Management Services: Scanning documents, handling audio files, indexing, and filing both hardcopy and digital documents.
• Data Management Services: Data entry, administration, and processing to manage customer contacts and updates.
• Clerical Administration Services: Minute-taking, typing correspondence, diary management, and arranging meetings.
• Project Support: Assisting with key projects such as file management and fixed assets management.

The contractor's personnel will primarily work at the FSPO's premises at Lincoln House, Dublin 2, although some tasks may be performed remotely, subject to government guidelines and FSPO policies. The contractor must ensure that personnel have the necessary internet connectivity for remote work, with equipment provided by the FSPO.

3. Background & buyer context

This procurement is initiated to enhance the operational capacity of the FSPO, which has experienced increased demand for administrative support. The services align with the FSPO's strategic objectives to improve efficiency and responsiveness in handling complaints and customer service. The FSPO has not disclosed the incumbent provider for these services. The initiative supports broader government policies aimed at improving public service delivery.

4. Eligibility & selection criteria

Bidders must meet the following eligibility and selection criteria:

• Turnover requirement: Minimum average annual turnover of €600,000 in the last three years.
• Insurance:
• Employer’s Liability: €12.7 million
• Public Liability: €6.5 million
• 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.

5. Award criteria & scoring

Bids will be evaluated based on the following criteria:

The evaluation will follow the Most Economically Advantageous Tender (MEAT) principle.

6. Submission requirements

Bidders must submit the following documentation:

• Method statement / response document: Follow the provided template with no specified page limits.
• CVs: For key personnel, no specified page count.
• Pricing schedule: Complete the template provided in Appendix 2.
• Case studies: Not specified for this tender.
• Declarations: Include ESPD, Bona Fides, Tax clearance, and Conflict of Interest declarations.
• Mandatory site visit: Not applicable.
• Submission portal: Tenders must be submitted via the electronic tenderbox on eTenders.gov.ie, adhering to file size limits (250MB per file, 500MB total).

7. Key dates & process

8. Contract terms that matter

Key contract terms include:

• Term: Initial duration of 12 months, with one possible extension of up to 12 months.
• Payment terms: Payments will be made in accordance with the Services Contract.
• Key SLAs/KPIs: Not specified for this tender.
• Liquidated damages: Not specified for this tender.
• Termination clauses: Not specified for this tender.
• IP ownership: Not specified for this tender.
• Sub-contracting rules: Allowed, with a designated Prime Contractor responsible for the contract.

9. Risks, red flags & unusuals

Potential risks and concerns include:

• The turnover requirement of €600,000 may limit participation from smaller firms, potentially favoring larger incumbents.
• No specified past experience requirements may lead to variability in the quality of bids.
• The lack of clarity on geographic constraints may affect the pool of eligible bidders.
• The absence of detailed SLAs/KPIs could lead to ambiguity in performance expectations.

10. SME fit assessment

This tender is open to small and medium enterprises (SMEs) capable of providing administrative support services. Viable bidders should have:

• Experience in facilities management or administrative support.
• The capacity to meet insurance and turnover requirements.
• The ability to form consortia or subcontract as needed.

Bid preparation may require several days to compile the necessary documentation. The incumbent's strength and the absence of specified past experience requirements may signal a competitive environment, but the lack of detailed criteria could also open opportunities for SMEs.

11. Where to dig deeper

• Source RFT filename: RFT - Temporary Administrative Resources.pdf
• eTenders CFT ID: Not specified.
• Contact email: Not specified; queries must be directed via the messaging facility on eTenders.
• Important attachments:
• Appendix 1 — Requirements and Specifications
• Appendix 2 — Pricing Schedule
• Appendix 3 — Tenderer’s Statement