TR1678 - Business Transformation Operating Model and Customer Platform (CRM and Billing)

ESB Customer Solutions (Retail Utility arm of ESB) are undergoing a major transformation programme and are tendering for the design, implementation and delivery of a new Customer Centric multi-disciplinary type Operating Model which will be enabled and supported by the implementation of a Proven fully integrated cloud-based SaaS CRM and …

CPV: 72000000 IT services: consulting, software development, Internet and support, 48445000 Customer Relation Management software package, 72263000 Software implementation services, 72261000 Software support services, 79410000 Business and management consultancy services, 48771000 General utility software package
Place of execution:
TR1678 - Business Transformation Operating Model and Customer Platform (CRM and Billing)
Awarding body:
Electricity Supply Board ( ESB )
Award number:
TR1678

1. Buyer

1.1 Buyer

Official name : Electricity Supply Board ( ESB )
Legal type of the buyer : Body governed by public law
Activity of the contracting authority : General public services
Activity of the contracting entity : Electricity-related activities

2. Procedure

2.1 Procedure

Title : TR1678 - Business Transformation Operating Model and Customer Platform (CRM and Billing)
Description : ESB Customer Solutions (Retail Utility arm of ESB) are undergoing a major transformation programme and are tendering for the design, implementation and delivery of a new Customer Centric multi-disciplinary type Operating Model which will be enabled and supported by the implementation of a Proven fully integrated cloud-based SaaS CRM and Billing Solution. This new business model will be built around the customer, incorporating out of the box, business processes and associated customer journeys. It is anticipated that post the initial implementation / delivery phase, we will operate via a managed service offering for ongoing support.
Procedure identifier : 6abc7d53-4c12-4e0c-95bc-3fb8a31717f5
Internal identifier : TR1678
Type of procedure : Negotiated with prior publication of a call for competition / competitive with negotiation
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 ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 48445000 Customer Relation Management software package
Additional classification ( cpv ): 72263000 Software implementation services
Additional classification ( cpv ): 72261000 Software support services
Additional classification ( cpv ): 79410000 Business and management consultancy services
Additional classification ( cpv ): 48771000 General utility software package
Additional classification ( cpv ): 72263000 Software implementation services

2.1.2 Place of performance

Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Additional information : ESB's Business in Ireland and UK Market

2.1.3 Value

Maximum value of the framework agreement : 100 000 000 Euro

2.1.4 General information

Legal basis :
Directive 2014/25/EU

2.1.5 Terms of procurement

Terms of submission :
Maximum number of lots for which one tenderer can submit tenders : 0

5. Lot

5.1 Lot technical ID : LOT-0001

Title : TR1678 - Business Transformation Operating Model and Customer Platform (CRM and Billing)
Description : ESB Customer Solutions (Retail Utility arm of ESB) are undergoing a major transformation programme and are tendering for the design, implementation and delivery of a new Customer Centric multi-disciplinary type Operating Model which will be enabled and supported by the implementation of a Proven fully integrated cloud-based SaaS CRM and Billing Solution. This new business model will be built around the customer, incorporating out of the box, business processes and associated customer journeys. It is anticipated that post the initial implementation / delivery phase, we will operate via a managed service offering for ongoing support.
Internal identifier : TR1678

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 48445000 Customer Relation Management software package
Additional classification ( cpv ): 72261000 Software support services
Additional classification ( cpv ): 79410000 Business and management consultancy services
Additional classification ( cpv ): 72263000 Software implementation services
Additional classification ( cpv ): 48771000 General utility software package
Options :
Description of the options : At the date of issuing this PQQ it is envisaged that this contract will run for an initial period of 5 years with an optional 2-year extension up to 7 years in total subject to satisfactory performance. ESB Customer Solutions may include options in the proposed contract to extend the duration of the SaaS services beyond the initial 7-year term 0

5.1.2 Place of performance

Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Additional information : Customer Solutions operates in the Republic of Ireland and UK. The initial scope of this tender focuses primarily on Electric Ireland business in Republic of Ireland and Northern Ireland markets.

5.1.3 Estimated duration

Other duration : Unknown

5.1.4 Renewal

Maximum renewals : 2

5.1.5 Value

Estimated value excluding VAT : 100 000 000 Euro

5.1.6 General information

Reserved participation : Participation is not reserved.
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

5.1.9 Selection criteria

Criterion :
Type : Other
Name : As outlined in the PQQ.

5.1.10 Award criteria

Criterion :
Name : Most Economically Advantageous Tender.
Description :
Description of the method to be used if weighting cannot be expressed by criteria :
Justification for not indicating the weighting of the award criteria :

5.1.11 Procurement documents

Languages in which the procurement documents are officially available : English
Languages in which the procurement documents (or their parts) are unofficially available : English

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : English
Electronic catalogue : Not allowed
Tenderers may submit more than one tender : Not allowed
Deadline for receipt of requests to participate : 12/12/2024 12:00 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Conditions relating to the performance of the contract : As stated in the PQQ
Financial arrangement : As stated in the PQQ.

5.1.15 Techniques

Framework agreement :
Framework agreement, without reopening of competition
Information about the dynamic purchasing system :
No dynamic purchase system
Electronic auction : no

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland
Organisation providing additional information about the procurement procedure : Electricity Supply Board ( ESB )
Organisation providing offline access to the procurement documents : Electricity Supply Board ( ESB )
Organisation receiving requests to participate : Electricity Supply Board ( ESB )
Organisation processing tenders : Electricity Supply Board ( ESB )
TED eSender : European Dynamics S.A.

8. Organisations

8.1 ORG-0001

Official name : Electricity Supply Board ( ESB )
Registration number : ESB
Postal address : 27 Fitzwilliam Street Lower, Dublin
Town : Dublin
Postcode : D02 KT92
Country : Ireland
Contact point : Martha Maher
Telephone : +353 860681415
Internet address : https://www.esb.ie
Buyer profile : https://www.esb.ie
Roles of this organisation :
Buyer
Organisation providing additional information about the procurement procedure
Organisation providing offline access to the procurement documents
Organisation receiving requests to participate
Organisation processing tenders

8.1 ORG-0002

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 : Ireland
Telephone : +353 1 8886000
Roles of this organisation :
Review organisation

8.1 ORG-0003

Official name : European Dynamics S.A.
Registration number : 002024901000
Department : European Dynamics S.A.
Town : Athens
Country : Greece
Telephone : +30 2108094500
Roles of this organisation :
TED eSender

11. Notice information

11.1 Notice information

Notice identifier/version : 12917121-5bc5-453a-9520-fdff7e6ef672 - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 05/11/2024 13:10 +00:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00676687-2024
OJ S issue number : 216/2024
Publication date : 06/11/2024