Provision of eFulfilment and Customer Relationship Management (CRM) Services

The Authority requires an integrated multichannel electronic communication and reporting system for contact with its target markets, including but not limited to Small Public Service Vehicle (“SPSV”) operators, other public transport operators, clamping operators, consumers and passengers. By way of example, the (largest) SPSV Licensing section comprises of the following …

CPV: 48445000 Pakiety oprogramowania do zarządzania relacjami z klientami, 64200000 Usługi telekomunikacyjne, 64220000 Usługi telekomunikacyjne, z wyjątkiem usług telefonicznych i przesyłu danych, 64227000 Zintegrowane usługi telekomunikacyjne, 71316000 Telekomunikacyjne usługi doradcze, 79342300 Usługi dla klientów, 79342311 Usługi ankietowania zadowolenia klientów
Miejsce wykonania:
Provision of eFulfilment and Customer Relationship Management (CRM) Services
Miejsce udzielenia zamówienia:
National Transport Authority_1149
Numer nagrody:
0

1. Buyer

1.1 Buyer

Official name : National Transport Authority_1149
Legal type of the buyer : Body governed by public law, controlled by a central government authority
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : Provision of eFulfilment and Customer Relationship Management (CRM) Services
Description : The Authority requires an integrated multichannel electronic communication and reporting system for contact with its target markets, including but not limited to Small Public Service Vehicle (“SPSV”) operators, other public transport operators, clamping operators, consumers and passengers. By way of example, the (largest) SPSV Licensing section comprises of the following three core areas: - 28,000 driver licence holders; - 21,000 vehicle licence holders; and - 150 dispatch operator licence holders. Contact with each licence holder shall be made by way of scheduled communications. For instance: - industry newsletters issued to all licence holders quarterly; - ad hoc general reminders as and when required by the Authority: and - ad hoc licence holder communications via SMS and/or email as and when required by the Authority. The expected term of the contract will be for an initial period of twelve months. The Contract may be renewed annually up to a maximum of three (3) years after the end of the initial period. The option to extend the Contract will be at the sole discretion of the Authority and will be dependent on services requirements and performance. The estimated value of the contract over the full duration including extensions is €80,000, however the Authority retains the right spend up to a maximum of €140,000.
Procedure identifier : e39e2dfb-8746-4f4d-bb0f-f8d2d7ef3a5f
Previous notice : 5c383230-4dea-499e-9150-c446302b6234-01
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 ): 64200000 Telecommunications services
Additional classification ( cpv ): 64227000 Integrated telecommunications services
Additional classification ( cpv ): 64220000 Telecommunication services except telephone and data transmission services
Additional classification ( cpv ): 71316000 Telecommunication consultancy services
Additional classification ( cpv ): 48445000 Customer Relation Management software package
Additional classification ( cpv ): 79342311 Customer satisfaction survey
Additional classification ( cpv ): 79342300 Customer services

2.1.2 Place of performance

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

2.1.3 Value

Estimated value excluding VAT : 80 000 Euro

2.1.4 General information

Legal basis :
Directive 2014/24/EU

5. Lot

5.1 Lot technical ID : LOT-0001

Title : Provision of eFulfilment and Customer Relationship Management (CRM) Services
Description : The Authority requires an integrated multichannel electronic communication and reporting system for contact with its target markets, including but not limited to Small Public Service Vehicle (“SPSV”) operators, other public transport operators, clamping operators, consumers and passengers. By way of example, the (largest) SPSV Licensing section comprises of the following three core areas: - 28,000 driver licence holders; - 21,000 vehicle licence holders; and - 150 dispatch operator licence holders. Contact with each licence holder shall be made by way of scheduled communications. For instance: - industry newsletters issued to all licence holders quarterly; - ad hoc general reminders as and when required by the Authority: and - ad hoc licence holder communications via SMS and/or email as and when required by the Authority. The expected term of the contract will be for an initial period of twelve months. The Contract may be renewed annually up to a maximum of three (3) years after the end of the initial period. The option to extend the Contract will be at the sole discretion of the Authority and will be dependent on services requirements and performance. The estimated value of the contract over the full duration including extensions is €80,000, however the Authority retains the right spend up to a maximum of €140,000.
Internal identifier : 0

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 64200000 Telecommunications services
Additional classification ( cpv ): 64227000 Integrated telecommunications services
Additional classification ( cpv ): 64220000 Telecommunication services except telephone and data transmission services
Additional classification ( cpv ): 71316000 Telecommunication consultancy services
Additional classification ( cpv ): 48445000 Customer Relation Management software package
Additional classification ( cpv ): 79342311 Customer satisfaction survey
Additional classification ( cpv ): 79342300 Customer services

5.1.2 Place of performance

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

5.1.5 Value

Estimated value excluding VAT : 80 000 Euro

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 of Service
Category of award threshold criterion : Weight (percentage, exact)
Award criterion number : 100
Category of award weight criterion : Fixed value (per unit)
Award criterion number : 100
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 : Process was open to review before the conclusion of a standstill period.

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 : Process was open to review before the conclusion of a standstill period.
Organisation providing offline access to the procurement documents : National Transport Authority_1149 -

6. Results

Value of all contracts awarded in this notice : 81 760 Euro

6.1 Result lot ldentifier : LOT-0001

At least one winner was chosen.

6.1.2 Information about winners

Winner :
Official name : Three Ireland (Hutchison) Ltd_128666
Tender :
Tender identifier : 000091793
Identifier of lot or group of lots : LOT-0001
Value of the tender : 140 000 Euro
Subcontracting : Yes
Subcontracting value is known : no
Subcontracting percentage is known : no
Contract information :
Identifier of the contract : 419778
Date on which the winner was chosen : 27/03/2025
Date of the conclusion of the contract : 09/05/2025

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 : 2

8. Organisations

8.1 ORG-0001

Official name : National Transport Authority_1149
Registration number : 1149
Postal address : Haymarket House Smithfield Dublin 7
Town : Dublin
Postcode : D07 CF98
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : +35318798300
Roles of this organisation :
Buyer
Organisation providing offline access to the procurement documents

8.1 ORG-0002

Official name : Three Ireland (Hutchison) Ltd_128666
Registration number : 128666
Town : Dublin
Postcode : Dublin 2
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
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 : 91c5c507-7e8f-455a-bf84-210e95e9769d - 01
Form type : Result
Notice type : Contract or concession award notice – standard regime
Notice dispatch date : 23/05/2025 16:09 +01:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00340969-2025
OJ S issue number : 101/2025
Publication date : 27/05/2025