Establishment of a Single-Party Framework Agreement for a Contact Centre Software Solution and Related Services for Wexford County Council Customer Services Unit (CSU)

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 |--------------------------------|-----------------------------------------------------------------------------------------------------------|----------------|-----------------|----------|--------------------------------------|------|----------|------------------|--------------------|------------------| Wexford County Council Establishment of a Single-Party Framework Agreement for a Contact Centre Software Solution and Related Services for Wexford County Council Customer Services Unit (CSU) 48000000 not disclosed not stated Competitive Procedure with Negotiation 1 Wexford 2 years (with potential extensions) not stated not stated

2. Scope of Work

The contractor will provide a comprehensive contact centre software solution and related services for the Wexford County Council Customer Services Unit (CSU). This includes the implementation of a Microsoft Teams-compatible omnichannel contact centre solution. The initial contract is expected to last for two years, with the potential for extensions based on performance and needs.

Key activities include:

• Software Licensing and Subscriptions: Provision of necessary software licenses for the contact centre solution.
• System Configuration and Setup: Customization of the software to meet specific operational needs.
• Implementation and Deployment Services: Full deployment of the contact centre solution, ensuring it is operational.
• Integration with Existing Systems: Connecting the new solution with current systems, including CRM platforms.
• Data Migration: Transferring existing data into the new system as required.
• User Roles and Workflow Configuration: Setting up user access levels and defining workflows for efficient operation.
• Reporting and Analytics Configuration: Establishing reporting tools to monitor performance and service delivery.
• Training and Documentation: Providing training for staff and comprehensive documentation for system use.
• Technical Support and Maintenance: Ongoing support and updates to ensure system reliability and performance.
• Optional Modules and Enhancements: Potential for additional features and functionalities as needed.
• SIP Lines and Teams Calling Support: Management of SIP lines for 600 Teams standard users and support for Teams Calling.

The initial contract will focus on the core contact centre solution, including configuration, integration, and support requirements as defined in the tender documents. Further details regarding technical specifications and performance requirements will be provided at the tender stage.

3. Background & buyer context

This procurement is initiated by Wexford County Council to enhance its customer service capabilities through a modern contact centre solution. The need arises from the Council's commitment to improving service delivery and operational efficiency. The project aligns with broader governmental objectives to modernize public services and improve citizen engagement. The Council aims to implement a solution that integrates seamlessly with existing systems while ensuring compliance with data protection regulations.

4. Eligibility & selection criteria

Bidders must meet the following eligibility and selection criteria:

• Turnover Requirement: Minimum average annual turnover of €250,000 for each of the last three financial years.
• Insurance:
• Employer Liability: €13 million
• Public Liability: €6.5 million
• Professional Indemnity: €2.6 million
• Cyber Insurance: €2.6 million
• Certifications: Relevant certifications such as ISO 9001, ISO 27001, or equivalent where held.
• Past Experience: Evidence of at least three comparable projects in the last five years, demonstrating experience in providing, configuring, implementing, and supporting Microsoft Teams-compatible contact centre solutions.
• Personnel: Key personnel must have relevant experience in contact centre operations and software implementation.
• Geographic Constraints: Not specified for this tender.

5. Award criteria & scoring

Bids will be evaluated based on the following criteria:

The overall scoring will follow a Most Economically Advantageous Tender (MEAT) approach, balancing price and quality.

6. Submission requirements

Bidders must submit the following documents:

• Method Statement / Response Document: Must follow the provided template with specified page limits.
• CVs: For key personnel, limited to two pages each.
• Pricing Schedule: Must adhere to the specified format in the provided template.
• Case Studies: Three relevant projects with values ranging from €100,000 to €500,000.
• Declarations: Including ESPD, Bona Fides, Tax clearance, and Conflict of Interest declarations.
• Mandatory Site Visit: Not specified for this tender.
• Submission Portal: All submissions must be made via the eTenders post-box facility.

7. Key dates & process

8. Contract terms that matter

Key contract terms include:

• Duration: Initial contract of two years, with potential extensions up to six additional years, subject to performance and budget.
• Payment Terms: Not specified in the documentation.
• Key SLAs/KPIs: Performance metrics will be established during the tender stage.
• Liquidated Damages: Not specified.
• Termination Clauses: The contract may be terminated for non-performance or failure to meet service requirements.
• IP Ownership: Not specified.
• Sub-contracting Rules: Allowed, but the primary contractor must be clearly identified.

9. Risks, red flags & unusuals

Potential risks and concerns include:

• The turnover requirement of €250,000 may limit participation from smaller firms.
• The complexity of the solution may favour incumbents with existing relationships and familiarity with the Council's systems.
• The absence of specified payment terms may introduce financial uncertainty for bidders.
• The lack of clarity on the mandatory site visit could affect preparation for bidders.

10. SME fit assessment

This tender is suitable for small to medium-sized enterprises (SMEs) with experience in contact centre solutions, particularly those familiar with Microsoft Teams integration.

• Credible Bidders: Firms with a proven track record in delivering contact centre solutions, particularly those with experience in public sector projects, will be well-positioned to bid.
• Consortium/Sub-contracting: Allowed, enabling smaller firms to collaborate and meet the requirements collectively.
• Bid Preparation Effort: Estimated at 10-15 days for a comprehensive submission.
• Pwin Signal: The presence of an incumbent may affect the likelihood of winning, as established relationships could provide an advantage.

11. Where to dig deeper

• Source RFT Filename: Contact Centre Software PQQ Wexford (004) (1).docx
• eTenders CFT ID: CFT 8440476
• Contact for Queries: Questions and Answers facility on www.etenders.gov.ie
• Important Attachments: Appendix A — Qualification Questionnaire, Section B — Weighted Criteria.