Defence Online

Type of document: Additional information
Country: Ireland
OJEU Ref: (2021/S 015-034099/EN)
Nature of contract: Service contract
Regulation of procurement: EU – with participation by GPA countries
Type of bid required: Global bid

Additional information
Services

Section I: Contracting authority
I.1) Name and addresses
Official name: National Transport Authority
National registration number: N/A
Postal address: Dun Sceine, Iveagh Court
Town: Harcourt Lane
Country: Ireland
Contact Person: Orlagh McGowan
Telephone: +353 18798300
Email: Orlagh.McGowan@nationaltransport.ie
Fax: +353 18798333
Internet address(es):
Main address: www.nationaltransport.ie
Address of the buyer profile:

Section II: Object
II.1) Scope of the procurement:
II.1.1) Title: Provision of Contact Centre Services (Located On The Island Of Ireland) Including Associated Software Solutions
Reference number: DEC181293-2020
II.1.2) Main CPV code: 79512000
II.1.3) Type of contract
Services
II.1.4) Short description:
The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The NTA is seeking to engage a suitable party to provide the following services:
— to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC;
— to deliver a solution set to enable the CCC to meet its desired business outcomes and enable the CCC to meet business SLAs and KPIs;
— to manage the running of the CCC and corresponding processes and systems to support all customer interaction;
— to drive continuous improvement across the CCC to maximise customer experience and efficiency;
— to achieve and maintain compliance in relation to PCI, GDPR, Irish language and security standards;
— to manage operational risks; and
— to enable the NTA to meet its accessibility requirements.
Further details are provided in the pre-qualification documents attached to this contract notice.

Section VI: Complementary information
VI.5) Date of dispatch of this notice: 2021-01-19
VI.6) Original notice reference
Notice number in the OJ S: 2020/S 243-602078

Section VII: Changes
VII.1) Information to be changed or added
Section number: IV.2.2)
Place of text to be modified: Time limit for receipt of tenders or requests to participate
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Date: 2021-01-25
Local time: 12:00
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Date: 2021-02-01
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