IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin

Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management service. The proposed implementation must be able to meet timelines and supplier must have experience in the sector. The new platform should be available for immediate use and legacy information …

CPV: 72212190 Servizi di programmazione di software didattico, 72212600 Servizi di programmazione di software per banche dati e sistemi operativi, 72212732 Servizi di programmazione di software di sicurezza dei dati, 72222000 Servizi di revisione strategica e programmazione di sistemi o tecnologie dell’informazione, 72267100 Manutenzione di software di tecnologia dell'informazione, 72300000 Servizi di elaborazione dati, 72315000 Servizi di gestione e supporto di reti di trasmissione dati
Luogo di esecuzione:
IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin
Ente di assegnazione:
Education Procurement Service (EPS)
Numero di premio:
0

1. Buyer

1.1 Buyer

Official name : Education Procurement Service (EPS)
Legal type of the buyer : Body governed by public law
Activity of the contracting authority : Education

2. Procedure

2.1 Procedure

Title : IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin
Description : Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management service. The proposed implementation must be able to meet timelines and supplier must have experience in the sector. The new platform should be available for immediate use and legacy information should be available for querying and reporting. The new Enquiry and Case Management System must integrate with key University systems, allowing efficient data flows. The proposed solution must provide efficient, integrated workflows and facilitate different users and offer an intuitive online interface and the use of AI. The Academic Registry is the largest user of the current enquiry management system in the University, with approximately 100,000 enquiries annually. SID Case Management is the operational management tool for the Disability Service The current system is an on-premises deployment of SID (Student Information Desk – Tribal Product). The proposed Enquiry Management and Case Management system to fully replace this. Specifically, it must enhance the management of student enquiries and cases, improve efficiency, communication, and user experience, and fulfil the requirements, detailed below, for the following functional areas: 1. streamline the enquiry and case management process. 2. provide a centralized system for tracking and resolving student enquiries. 3. leverage AI for improved response times and data insights. 4. generate reports and analytics for continuous improvement. These areas must be serviced by the following activities: · Enquiry Management – being able to capture, categorise, prioritise and assign enquiries and workflow management capability. · Case Management – case creation, history and time tools and ability to collaborate on cases within a system. · AI Automation Features – Chatbot integration, sentiment analysis and predictive analytics. · Knowledge and FAQ Management – creating a knowledge base and FAQ resources with easy update features, self-service option for customers to find the answers independently. · Reporting and Analytics – Dashboard reporting capabilities and ability to customise reports. · User Management. · Integration with existing systems and API availability for future integrations. · Compliance and Security. · Accessibility and User Experience. · Modular Design – to allow for scaling and expansion of service in the future. The proposed service must adhere to the University’s technical and security requirements as further detailed below. Tenderers will provide a realistic draft implementation plan, provide training and ongoing support based on a robust service-level agreement, and work with the University to achieve its ambitious goals to reduce its climate and environmental impacts, including through its supply chains and supported by evidence. The University looks forward to engaging with the successful tenderer, to progress the University’s strategic goals. Please see Section A for further information on detailed requirements.
Procedure identifier : e41217ae-78d5-4e07-8a08-6e76e31721f7
Previous notice : 54c4601f-7428-451d-92cd-f3383f6cb102-01
Type of procedure : Open
The procedure is accelerated : no
Justification for the accelerated procedure :
Main features of the procedure :

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72222000 Information systems or technology strategic review and planning services
Additional classification ( cpv ): 72212190 Educational software development services
Additional classification ( cpv ): 72267100 Maintenance of information technology software
Additional classification ( cpv ): 72212600 Database and operating software development services
Additional classification ( cpv ): 72212732 Data security software development services
Additional classification ( cpv ): 72300000 Data services
Additional classification ( cpv ): 72315000 Data network management and support services

2.1.2 Place of performance

Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland

2.1.4 General information

Legal basis :
Directive 2014/24/EU

5. Lot

5.1 Lot technical ID : LOT-0001

Title : IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin
Description : Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management service. The proposed implementation must be able to meet timelines and supplier must have experience in the sector. The new platform should be available for immediate use and legacy information should be available for querying and reporting. The new Enquiry and Case Management System must integrate with key University systems, allowing efficient data flows. The proposed solution must provide efficient, integrated workflows and facilitate different users and offer an intuitive online interface and the use of AI. The Academic Registry is the largest user of the current enquiry management system in the University, with approximately 100,000 enquiries annually. SID Case Management is the operational management tool for the Disability Service The current system is an on-premises deployment of SID (Student Information Desk – Tribal Product). The proposed Enquiry Management and Case Management system to fully replace this. Specifically, it must enhance the management of student enquiries and cases, improve efficiency, communication, and user experience, and fulfil the requirements, detailed below, for the following functional areas: 1. streamline the enquiry and case management process. 2. provide a centralized system for tracking and resolving student enquiries. 3. leverage AI for improved response times and data insights. 4. generate reports and analytics for continuous improvement. These areas must be serviced by the following activities: · Enquiry Management – being able to capture, categorise, prioritise and assign enquiries and workflow management capability. · Case Management – case creation, history and time tools and ability to collaborate on cases within a system. · AI Automation Features – Chatbot integration, sentiment analysis and predictive analytics. · Knowledge and FAQ Management – creating a knowledge base and FAQ resources with easy update features, self-service option for customers to find the answers independently. · Reporting and Analytics – Dashboard reporting capabilities and ability to customise reports. · User Management. · Integration with existing systems and API availability for future integrations. · Compliance and Security. · Accessibility and User Experience. · Modular Design – to allow for scaling and expansion of service in the future. The proposed service must adhere to the University’s technical and security requirements as further detailed below. Tenderers will provide a realistic draft implementation plan, provide training and ongoing support based on a robust service-level agreement, and work with the University to achieve its ambitious goals to reduce its climate and environmental impacts, including through its supply chains and supported by evidence. The University looks forward to engaging with the successful tenderer, to progress the University’s strategic goals. Please see Section A for further information on detailed requirements.
Internal identifier : 0

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72222000 Information systems or technology strategic review and planning services
Additional classification ( cpv ): 72212190 Educational software development services
Additional classification ( cpv ): 72267100 Maintenance of information technology software
Additional classification ( cpv ): 72212600 Database and operating software development services
Additional classification ( cpv ): 72212732 Data security software development services
Additional classification ( cpv ): 72300000 Data services
Additional classification ( cpv ): 72315000 Data network management and support services

5.1.2 Place of performance

Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Additional information :

5.1.6 General information

Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes

5.1.7 Strategic procurement

Aim of strategic procurement : No strategic procurement

5.1.10 Award criteria

Criterion :
Type : Quality
Name :
Description : Quality @ 85%
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 85
Criterion :
Type : Cost
Name :
Description : Cost @ 15%
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 15
Description of the method to be used if weighting cannot be expressed by criteria :
Justification for not indicating the weighting of the award criteria :

5.1.12 Terms of procurement

Information about review deadlines : Please see RFT documents

5.1.15 Techniques

Framework agreement :
No framework agreement
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland -
Information about review deadlines : Please see RFT documents
Organisation providing offline access to the procurement documents : Education Procurement Service (EPS) -

6. Results

Value of all contracts awarded in this notice : 327 741 Euro

6.1 Result lot ldentifier : LOT-0001

At least one winner was chosen.

6.1.2 Information about winners

Winner :
Official name : iService Solutions Ltd
Tender :
Tender identifier : 000094048
Identifier of lot or group of lots : LOT-0001
Value of the tender : 327 741 Euro
Subcontracting : No
Contract information :
Identifier of the contract : 420009
Date on which the winner was chosen : 20/03/2025
Date of the conclusion of the contract : 28/05/2025

6.1.4 Statistical information

Received tenders or requests to participate :
Type of received submissions : Tenders submitted electronically
Number of tenders or requests to participate received : 9

8. Organisations

8.1 ORG-0001

Official name : Education Procurement Service (EPS)
Registration number : IE 6609370 G
Postal address : Castletroy Limerick
Town : Limerick
Postcode : V94 DK53
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : 061233715
Roles of this organisation :
Buyer
Organisation providing offline access to the procurement documents

8.1 ORG-0002

Official name : iService Solutions Ltd
Registration number : 042777297
Postal address : Unit 9 Cirencester Office Park, Tetbury Road, Cirencester
Town : Cirencester
Postcode : GL7 6JJ
Country subdivision (NUTS) : South-West ( IE053 )
Country : United Kingdom
Telephone : 01793 317384
Roles of this organisation :
Tenderer
Winner of these lots : LOT-0001

8.1 ORG-0003

Official name : The High Court of Ireland
Registration number : The High Court of Ireland
Department : The High Court of Ireland
Postal address : Four Courts, Inns Quay, Dublin 7
Town : Dublin
Postcode : D07 WDX8
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : +353 1 8886000
Roles of this organisation :
Review organisation

8.1 ORG-0004

Official name : European Dynamics S.A.
Registration number : 002024901000
Department : European Dynamics S.A.
Town : Athens
Postcode : 15125
Country subdivision (NUTS) : Βόρειος Τομέας Αθηνών ( EL301 )
Country : Greece
Telephone : +30 2108094500
Roles of this organisation :
TED eSender

11. Notice information

11.1 Notice information

Notice identifier/version : 517d54f9-3b3d-4584-a944-5533ea211a29 - 01
Form type : Result
Notice type : Contract or concession award notice – standard regime
Notice dispatch date : 30/05/2025 11:58 +01:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00355176-2025
OJ S issue number : 104/2025
Publication date : 02/06/2025