Tender for the provision of a Call Centre Technology Platform Solution for the Citizens Information Board’s three (3) Call Centres

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

Citizens Information Board ran this procurement for “Tender for the provision of a Call Centre Technology Platform Solution for the Citizens Information Board’s three (3) Call Centres” 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: Tender for the provision of a Call Centre Technology Platform Solution for the Citizens Information Board’s three (3) Call Centres
• e successful Tenderer shall be required to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.7 million limit for any one claim or series of c
• the proposed Services Contract may amount to some €1,200,000 (excl
• [CIB Contact Centre Solution RFT.pdf] ServicesRFT25012023
• a Call Centre Technology Platform Solution for the
• services as described in Appendix 1 to this RFT (the “Services”).
• In summary, the service comprises a call centre technology platform for CIB’s three
• voice, VoIP, email, fax, video chat, SMS/text, and social media platforms. The proposed
• accommodating future service expansion (Video, SMS, web apps, Instant messaging
• that may result from this Competition (the “Services Contract”) will be issued for a term of
• The Contracting Authority estimates that the expenditure on the Services to be covered by
• the proposed Services Contract may amount to some €1,200,000 (excl. VAT) over the Term 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.

• Contracting Authority policy seeks to encourage participation on a fair and equal basis by

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.; e successful Tenderer shall be required to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.7 million limit for any one claim or series of c; Public Liability €6.5 million limit for any one claim or series of c
• 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.
• e successful Tenderer shall be required to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.7 million limit for any one claim or series of c
• Public Liability €6.5 million limit for any one claim or series of c
• Product Liability €1.2 million limit for any one claim or series of c
• Professional Indemnity €1.2 million limit for any one claim or series of c
• Cyber Insurance €500,000 limit for any one claim or series of cl

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:
• [CIB Contact Centre Solution RFT.pdf] ServicesRFT25012023
• Declaration as to Personal Circumstances of Tenderer
• services as described in Appendix 1 to this RFT (the “Services”).
• [CIB Contact Centre Solution RFT.pdf] should be capable of
• [CIB Contact Centre Solution RFT.pdf] Through such relationships they can participate and contribute to
• [CIB Contact Centre Solution RFT.pdf] Contract does not confer exclusivity on the successful Tenderer.

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)
• e successful Tenderer shall be required to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.7 million limit for any one claim or series of c
• NOW IT IS HEREBY AGREED in consideration of the sum of €2.00 (the receipt of which is hereby
• If the Force Majeure Event continues for 14 days calendar days either Party may terminat
• 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
• voice, VoIP, email, fax, video chat, SMS/text, and social media platforms. The proposed
• that may result from this Competition (the “Services Contract”) will be issued for a term of

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: CIB Contact Centre Solution RFT.pdf, RFT.pdf] ServicesRFT25012023, Appendix 1:.
• eTenders CFT / notice reference: not specified in extract.
• Clarification contact / portal: eTenders message portal (email not surfaced in extract).
• Key attachments to prioritise: Appendix 2:, Schedule, Appendix 3:.