25-031F Framework Agreement for the Provision of Contact Centre 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

Uisce Éireann ran this procurement for “25-031F Framework Agreement for the Provision of Contact Centre 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: 25-031F Framework Agreement for the Provision of Contact Centre Services
• they intend to rely on the financial capacity of another entity to satisfy this Minimum Requirement they must submit evidence to the satisfaction of the Contracting Entity demonstrating that the relevant support will be provided in the event that the Applicant is successful
• to rely on the financial capacity of another entity to satisfy this Minimum Requirement they must submit evidence to the satisfaction of the Contracting Entity demonstrating that the relevant support will be provided in the event that the Applicant is successful
• D8 Quality Assurance The Minimum Requirement is that the Applicant (or a member of the Joint Venture Applicant, or an entity which is being relied upon) has a documented and operational QualityManagement System (QMS) in place that is relevant t
• NaN PQQ Name & Reference Single Party Framework for the Provision of Contact Centre Services
• NaN Section 4.3 Supporting Entities 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.

• D5 Sustainability The Minimum Requirement is that the Applicant (or any member of a Joint Venture Applicant or any entity relied upon) shall provide Uisce Éireann with a copy of their Sustainability Statement or Sustainability Policy that co
• Example: Health &Safery Policy Sep 2025.doc becomes H_S_Policy_25
• Example: Health &Safery Policy Sep 2025.doc becomes H_S_Policy_25.doc

4. Eligibility & selection criteria

• Turnover requirement — not specified for this tender
• Insurance — not specified for this tender
• 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

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) — not specified in extract.
• 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:
• Value: not disclosed (eTenders placeholder)
• they intend to rely on the financial capacity of another entity to satisfy this Minimum Requirement they must submit evidence to the satisfaction of the Contracting Entity demonstrating that the relevant support will be provided in the event that the Applicant is successful
• to rely on the financial capacity of another entity to satisfy this Minimum Requirement they must submit evidence to the satisfaction of the Contracting Entity demonstrating that the relevant support will be provided in the event that the Applicant is successful
• For the purpose of the PQQ Response, it shall suffice to respond to this Minimum Requirement by way of declaration below (please tick the relevant box): Yes ☐ No ☐ Please note thatthe Contracting Entity reserves the right to request copies of the Safety Statement(s) at any stage in the qu
• For the purpose of the PQQ Response, it shall suffice to respond to this Minimum Requirement by way of declaration below
• ted to tender Provided that they submit compliant PQQ Responses that meet the minimum requirements and meet the minimum scores required for the selection criteria, Applicants will be ranked in descending order in accordance with their respective total marks under the selection criteria

7. Key dates & process

8. Contract terms that matter

Contract duration in the extract: 2 years. 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)
• slavery and human trafficking statement as defined by Section 54 of the Act,The Minimum Requirement is either:Neither the Applicant, nor the members of the Joint Venture Applicant (if applicable) nor any entity being relied upon for educational, professional or technical capacities is a “relevant c
• D6 Data Protection The Minimum Requirement is that the Applicant (or any member of a Joint Venture Applicant or any entity relied upon) subsidiaries or sub-contractors (while working on your behalf) have not been subject to any of fine/penalt
• according to the relevant section, the relevant appendix number and a descriptive name
• VAT number Please verify your VAT Registered Name and Number are correct by inserting a snippet into the "Snippets" tab in this document from
• Please verify your VAT Registered Name and Number are correct by inserting a snippet from the following website: \n\nhttp://ec
• Confirmation of CRO details Confirm your CRO number, registered name & address by inserting a snippet into the "Snippets" tab in this document from https://core.cro.ie/search
• Confirmation of VAT number Please verify your VAT Registered Name and Number are correct by inserting a snippet into the "Snippets" tab in this document from the following website: \n\nhttp://ec.europa.eu/taxation_customs/vies/\n\nThis can be left blank if the Applicant is registered in a non-EU country.

9. Risks, red flags & unusuals

• Numeric qualification gates were only partially visible, so eligibility certainty required full pack review.
• Contract value was not disclosed in metadata, creating uncertainty on margin, resourcing, and financing assumptions.
• The two-step process (PQQ then ITT) shifted effort to compliance evidence early, with competitive scoring detail potentially deferred.

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 — specialist operator with compliant procurement governance and evidencable experience.
• 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: PQQ_Appendix_3 v 1.4.xlsx, Notes_for_submission.pdf, PQQ Response, in respect of the entit(ies) which are relied upon to meet this min.
• eTenders CFT / notice reference: not specified in extract.
• Clarification contact / portal: eTenders message portal (email not surfaced in extract).
• Key attachments to prioritise: PQQ Response, it shall suffice to respond to this Minimum Requirement by way of dec, PQQ Responses that meet the minimum requirements and meet the minimum scores requir, PQQ Response.