SSCON3620 front office

Front Office Services Residential Customer Service, Additional Sales and Home Energy Services Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention) Business Customer Service, Additional Sales and Energy Services Business Sales (Winback, Acquisition

CPV: 79342320 Kundvård
Plats för avrättning:
SSCON3620 front office
Plats för tilldelning:
Electric Supply Board (ESB)
Tilldelningsnummer:

1. Buyer

1.1 Buyer

Official name : Electric Supply Board (ESB)

2. Procedure

2.1 Procedure

Title : SSCON3620 front office
Description : Front Office Services
Procedure identifier : c9deb99a-eafd-4846-ba93-91db4948c979

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79342320 Customer-care services

2.1.4 General information

Legal basis :
Directive 2014/25/EU

5. Lot

5.1 Lot technical ID : LOT-0001

Title : Lot 1 Residential Customer Service, Additional Sales and Home Energy Services
Description : Residential Customer Service, Additional Sales and Home Energy Services

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79342320 Customer-care services

5.1.2 Place of performance

Country : Ireland
Anywhere
Additional information :

5.1.3 Estimated duration

Duration : 7 Year

5.1.6 General information

The procurement is covered by the Government Procurement Agreement (GPA) : no

5.1.7 Strategic procurement

Green Procurement Criteria : No Green Public Procurement criteria

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland
Information about review deadlines : Information can be found in the Utilities Directive
Organisation providing additional information about the procurement procedure : Electric Supply Board (ESB)
Organisation providing offline access to the procurement documents : Electric Supply Board (ESB)
Organisation signing the contract : Electric Supply Board (ESB)

5.1 Lot technical ID : LOT-0002

Title : Lot 2 Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)
Description : Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention)

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79342320 Customer-care services

5.1.2 Place of performance

Country : Ireland
Anywhere
Additional information :

5.1.3 Estimated duration

Duration : 7 Year

5.1.6 General information

The procurement is covered by the Government Procurement Agreement (GPA) : no

5.1.7 Strategic procurement

Green Procurement Criteria : No Green Public Procurement criteria

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland
Information about review deadlines : Details can be found in the Utilities Directive
Organisation providing additional information about the procurement procedure : Electric Supply Board (ESB)
Organisation providing offline access to the procurement documents : Electric Supply Board (ESB)
Organisation signing the contract : Electric Supply Board (ESB)

5.1 Lot technical ID : LOT-0003

Title : Lot 3 Business Customer Service, Additional Sales and Energy Services
Description : Business Customer Service, Additional Sales and Energy Services

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79342320 Customer-care services

5.1.2 Place of performance

Country : Ireland
Anywhere
Additional information :

5.1.3 Estimated duration

Duration : 7 Year

5.1.6 General information

The procurement is covered by the Government Procurement Agreement (GPA) : no

5.1.7 Strategic procurement

Green Procurement Criteria : No Green Public Procurement criteria

5.1.12 Terms of procurement

Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland
Organisation providing additional information about the procurement procedure : Electric Supply Board (ESB)
Organisation providing offline access to the procurement documents : Electric Supply Board (ESB)
Organisation signing the contract : Electric Supply Board (ESB)

5.1 Lot technical ID : LOT-0004

Title : Lot 4 Business Sales (Winback, Acquisition
Description : Business Sales (Winback, Acquisition

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79342320 Customer-care services

5.1.2 Place of performance

Country : Ireland
Anywhere
Additional information :

5.1.3 Estimated duration

Duration : 7 Year

5.1.7 Strategic procurement

Green Procurement Criteria : No Green Public Procurement criteria

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland
Organisation providing additional information about the procurement procedure : Electric Supply Board (ESB)
Organisation providing offline access to the procurement documents : Electric Supply Board (ESB)
Organisation signing the contract : Electric Supply Board (ESB)

6. Results

6.1 Result lot ldentifier : LOT-0001

Framework agreement :
Maximum value of the framework agreement : 150 000 000 Euro

6.1.2 Information about winners

Winner :
Official name : Abtran Unlimited Company
Tender :
Tender identifier : Abtran
Identifier of lot or group of lots : LOT-0001
Value of the tender : 0 Euro
The tender was ranked : no
Subcontracting : Not yet known
Contract information :
Identifier of the contract : Lot 1 Residential Customer Service, Additional Sales and Home Energy Services Lot 2 Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention) Lot 3 Business Customer Service, Additional Sales and Energy Services Lot 4 Business Sales (Winback, Acquisition)
Title : Lot 1 Residential Customer Service, Additional Sales and Home Energy Services
Date on which the winner was chosen : 24/07/2018 24/07/2018 24/07/2018 24/07/2018
Date of the conclusion of the contract : 01/02/2019 01/02/2019 01/02/2019 01/02/2019
Organisation signing the contract : Electric Supply Board (ESB) Electric Supply Board (ESB) Electric Supply Board (ESB) Electric Supply Board (ESB)

6.1 Result lot ldentifier : LOT-0002

Framework agreement :
Maximum value of the framework agreement : 150 000 000 Euro

6.1.2 Information about winners

Winner :
Official name : Field Management Ireland Limited
Tender :
Tender identifier : FMI
Identifier of lot or group of lots : LOT-0002
Value of the tender : 0 Euro
The tender was ranked : no
Subcontracting : Not yet known
Contract information :
Identifier of the contract : Lot 2 Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention) Lot 4 Business Sales (Winback, Acquisition)
Title : Lot 2 Residential Sales (Winback, Acquisition, Cross-sell, Upsell, Save and Retention
Date on which the winner was chosen : 24/07/2018 24/07/2018
Date of the conclusion of the contract : 01/02/2019 01/02/2019
Organisation signing the contract : Electric Supply Board (ESB) Electric Supply Board (ESB)

6.1 Result lot ldentifier : LOT-0003

Framework agreement :
Maximum value of the framework agreement : 150 000 000 Euro

6.1.2 Information about winners

6.1 Result lot ldentifier : LOT-0004

Framework agreement :
Maximum value of the framework agreement : 150 000 000 Euro

6.1.2 Information about winners

7. Modification

7.1 Modification

Identifier of the previous contract award notice : 91773-2019
Identifier of the modified contract : CON-0001
Reason for modification : Need for modifications because of circumstances which a diligent buyer could not predict.
Description : Electric Ireland is currently undertaking a transformation project to determine how customer services will be delivered in the future, this will likely require aggregation of a number of existing services and new systems/interfaces, all of which have yet to be determined. Until transformation project has determined the shape of the new requirements it is not possible for Electric Ireland to develop a specification and tender. Electric Ireland wishes to and is obligated to support customers to the highest standards, whilst it determines appropriate future strategy.

7.1.1 Change

Description of modifications : The contract was awarded for 7 years initially and needs to be extended by 2 years from February 2026 to February 2028.
Business entity identifier in the previous notice : ORG-0001

8. Organisations

8.1 ORG-0001

Official name : Electric Supply Board (ESB)
Registration number : 339991
Postal address : 27 Fitzwilliam Street Lower
Town : Dublin
Postcode : D02 KT92
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : 0861919887
Roles of this organisation :
Buyer
TED eSender
Organisation providing additional information about the procurement procedure
Organisation providing offline access to the procurement documents
Organisation signing the contract

8.1 ORG-0002

Official name : Abtran Unlimited Company
Registration number : 260018
Postal address : Mahon Industrial Estate, Bessboro Rd
Town : Cork
Postcode : T12 N972
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : (021) 230 1800
Roles of this organisation :
Tenderer
Winner of these lots : LOT-0001

8.1 ORG-0003

Official name : Field Management Ireland Limited
Registration number : IE225032
Postal address : Unit 3A, Dundrum Business Park, Dundrum Rd, Dundrum, Dublin, D14 WC52
Town : Dublin
Postcode : D14 WC52
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : 01 496 3399
Roles of this organisation :
Tenderer
Winner of these lots : LOT-0002

8.1 ORG-0004

Official name : The High Court of Ireland
Registration number : 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-0000

Official name : Publications Office of the European Union
Registration number : PUBL
Town : Luxembourg
Postcode : 2417
Country subdivision (NUTS) : Luxembourg ( LU000 )
Country : Luxembourg
Telephone : +352 29291
Internet address : https://op.europa.eu
Roles of this organisation :
TED eSender

Notice information

Notice identifier/version : 8daa4a9c-9423-42a3-aca0-29c93027f828 - 01
Form type : Contract modification
Notice type : Contract modification notice
Notice dispatch date : 27/08/2025 12:38 +00:00
Languages in which this notice is officially available : English
Notice publication number : 00563369-2025
OJ S issue number : 164/2025
Publication date : 28/08/2025