HRB 2026 Facilities Managed Services – Cleaning Services and Service Officer Role

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1. At a glance

2. Scope of Work

The Health Research Board (HRB) seeks a single provider for integrated facilities managed services, encompassing both cleaning services and the provision of a dedicated Service Officer. This is a mandatory combined service requirement; bidders cannot opt for only one element. The contract is for an initial two-year period, with a single one-year extension option, subject to satisfactory performance and business needs, for a total potential duration of three years. The anticipated commencement date is January 2027.

The scope of work includes:

• Cleaning Services:

• Required for 3 hours per day, Monday to Friday, excluding public holidays.

• Operating hours for cleaning are 17:00 to 20:00.

• Services cover specific areas within the HRB offices at Grattan House, Dublin 2, across floors 0-3. Common areas managed by the landlord are excluded.

• Cleaning staff will be provided with a building access fob.

• Cleaning staff are responsible for ensuring all lights are switched off and activating the building alarm upon departure.

• A detailed list of tasks and frequencies is provided in Appendix 2.

• A list of required cleaning supplies is also included.

• Service Officer Role:

• Required for 35 hours per week, Monday to Friday, excluding public holidays.

• Operating hours are 09:00 to 17:00, with a one-hour lunch break.

• The role is based at the HRB offices.

• Requires flexibility to work additional hours for Board and Committee meetings.

• The Service Officer will report to the Facilities Co-Ordinator.

• Key attributes include: welcoming visitors, professionalism, patience, tact, multitasking ability, and calmness under pressure.

• Required skills include: fluent English (desired), strong oral and written communication, excellent computer skills (MS Word, Excel, Outlook), strong customer service skills, and experience in a similar role.

• The Service Officer wage must align with Point 1 of the Services 1/Grade IV, which is €36,470.

• The HRB retains the option to terminate this portion of the contract early if they recruit a permanent Service Officer internally.

• Contract Management:

• A dedicated account manager is required for the contract's duration, acting as the main point of contact.

• The account manager must have authority for all contract matters and responsibility for satisfactory service delivery.

• Duties include maintaining a good working relationship, providing performance reports, attending review meetings, handling disputes, and suggesting service improvements.

• Contract management activities are non-billable.

• The account manager is also responsible for carrying out spot checks on the Service Officer and cleaning staff to ensure service standards.

• Continuity of Service:

• The tenderer must demonstrate robust transition plans for resource changes with minimal impact and no additional cost or quality reduction.

• Notification of personnel changes must be in writing, subject to HRB approval. Replacement personnel must match or exceed the qualifications and experience of those being replaced.

• The successful tenderer is responsible for service continuity; failure may lead to the HRB engaging the runner-up.

• Leave cover must be provided, potentially requiring more than one resource.

3. Background & buyer context

The Health Research Board (HRB) is procuring these facilities managed services, including cleaning and a Service Officer role, to support its operations at Grattan House, Dublin 2. The procurement is funded by the Department of Health. The contract is structured for a two-year initial term with a potential one-year extension, indicating a medium-term operational requirement. The HRB manages an approximate €60 million investment in health research, underscoring the importance of efficient and well-maintained office facilities. The tender process follows an open procedure, inviting all eligible parties to bid. The anticipated contract commencement is January 2027.

4. Eligibility & selection criteria

Tenderers must demonstrate the required financial and technical capacity to be considered. These criteria are assessed on a pass/fail basis.

• Turnover requirement: Not specified for this tender.
• Insurance: Confirmation of the following insurances being in place is mandatory:
• Employer's Liability: €13,000,000
• Public Liability: €6,500,000
• Professional Indemnity: €1,000,000
• Certifications: Not specified for this tender.
• Past experience: Tenderers must demonstrate successful delivery of four (4) comparable projects within the last three (3) years. These projects must involve both cleaning services and the provision of a Service Officer role to organisations of a similar size and nature, preferably within the public sector.
• Personnel: The Service Officer wage must align with Point 1 of the Services 1/Grade IV (€36,470). CVs for the proposed Service Officer and Account Manager are required.
• Geographic / facility constraints: Services are to be delivered at the HRB offices at Grattan House, 67-72 Lower Mount Street, Dublin 2.

5. Award criteria & scoring

The contract will be awarded based on the Most Economically Advantageous Tender (MEAT), considering both qualitative and cost factors. Qualitative criteria are assessed first.

A minimum score of 60% is required for each qualitative criterion to be considered eligible. The lowest cost tender meeting all qualitative minimums receives maximum cost marks.

6. Submission requirements

Tenders must be submitted electronically via the eTenders postbox facility on www.etenders.gov.ie.

• Method statement / response document: Tenderers must use the provided Tender Response Document (TRD). Personalisation or branding is not allowed.
• CVs: CVs for the proposed Service Officer and Account Manager are required. Details of the available pool of experienced cleaners must also be provided.
• Pricing schedule: Tenderers must complete the pricing table provided in the 'HRB 2026 Service Officer & Cleaning Pricing Schedule'. All costs must be quoted in Euro (€), exclusive of VAT.
• Declarations:
• Declaration of Bona Fides.
• Declaration regarding compliance with statutory obligations.
• European Single Procurement Document (ESPD) – electronic or separate attachment.
• Declaration regarding the International Procurement Instrument and restrictive measures.
• Confirmation of tax compliance.
• Case studies: Four (4) previous comparable projects within the last three (3) years, demonstrating experience in both cleaning and Service Officer roles.
• Mandatory site visit: Tenderers will be invited to attend a site visit at the HRB offices. Details will be broadcast on eTenders.
• Submission portal: eTenders postbox facility. Uploads should be considered for speed. A zip file is advisable for integrity.

7. Key dates & process

8. Contract terms that matter

• Term: Initial 2 years, with a single 1-year extension option. Total contract duration not to exceed 3 years.
• Payment terms: Invoices must include a valid Purchase Order number and be emailed to [email protected]. Payment is within 30 days of receipt of a valid VAT invoice.
• Key SLAs/KPIs: Continuity of service, same Service Officer resource where possible, advance cover arrangements, spot checks by Account Manager, and adherence to service levels.
• Liquidated damages or penalty regimes: Not specified for this tender.
• Termination clauses: The HRB may terminate if increased costs render the arrangement uncompetitive. Failure to comply with TUPE regulations constitutes a material breach.
• IP ownership: Not specified for this tender.
• Sub-contracting rules: Not specified for this tender, but reliance on third-party resources for selection criteria is permitted if demonstrable.
• Parent-company guarantee or bond requirements: Not specified for this tender.

9. Risks, red flags & unusuals

• Combined Service Requirement: The mandatory requirement for both cleaning and a Service Officer role means bidders must have capabilities in both areas or form a partnership. This may limit the pool of sole bidders.
• Service Officer Role Termination Option: The HRB's right to terminate the Service Officer portion of the contract early if they recruit internally presents a risk of reduced contract value for the successful bidder.
• TUPE Regulations Indemnity: The tenderer must indemnify the HRB against all liabilities arising from TUPE claims by affected employees. This places significant responsibility and potential financial risk on the successful bidder regarding employee transfers.
• Indicative Budget vs. Contract Value: The indicative budget of €262,000 over three years suggests an annual value of approximately €87,333. This is a relatively modest budget for combined cleaning and a full-time Service Officer role, potentially indicating tight margins or a focus on cost-effectiveness.
• Site Visit: A single site visit is scheduled for all tenderers, implying a need for all interested parties to coordinate attendance.

10. SME fit assessment

This tender is structured to accommodate Small and Medium Enterprises (SMEs) through the encouragement of forming relationships with other SMEs or larger enterprises to meet capacity requirements.

• Who can credibly bid: A small to medium-sized business with established cleaning services and experience providing front-of-house or administrative support roles (Service Officer). Bidders must demonstrate experience in both service areas. A consortium approach is explicitly permitted and encouraged for SMEs.
• Consortium or sub-contracting: Consortiums and joint ventures are allowed. SMEs are encouraged to explore partnerships to meet financial, economic, or technical capacity requirements.
• Indicative bid-prep effort: Bid preparation will require significant effort, estimated at 10-15 days for a competent SME. This includes gathering evidence for four past projects, detailing methodologies for both service streams, preparing CVs, completing the TRD, and understanding the TUPE indemnity.
• Pwin signal: The tender is open procedure, suggesting no pre-determined incumbent. The combined service requirement and TUPE indemnity are key differentiators. The modest budget and specific location suggest a focus on local or regional providers with proven efficiency.

11. Where to dig deeper

• Source RFT filename: HRB 2026 Facilities Managed Services – Cleaning Services and Service Officer Role RFT.pdf
• eTenders CFT ID: Not specified in provided text.
• Contact email or clarification portal: eTenders platform for queries.
• Most important attachments:
• Appendix 1 – HRB 2026 Cleaning Services & Service Officer Draft Contract
• Appendix 2 – HRB 2026 Cleaning Services & Service Officer Tasks
• Appendix 3 – HRB 2026 Cleaning Services & Service Officer Pricing Schedule
• ESPD Template