This is a contract modification notice for Document Management and Contact Centre Services

The Residential Tenancies Board (RTB) undertook a project to outsource its requirements for data management and contact centre services. The intention was to provide an efficient, timely and customer centred services for the processing of registration and dispute applications, payment of associated fees and the interface with its customers to …

CPV: 75112000 Servicios administrativos para operaciones comerciales, 72512000 Servicios de gestión de documentos, 79512000 Centro de llamadas
Lugar de ejecución:
This is a contract modification notice for Document Management and Contact Centre Services
Organismo adjudicador:
Residential Tenancies Board
Número de premio:
1

1. Buyer

1.1 Buyer

Official name : Residential Tenancies Board
Legal type of the buyer : Body governed by public law
Activity of the contracting authority : Housing and community amenities

2. Procedure

2.1 Procedure

Title : This is a contract modification notice for Document Management and Contact Centre Services
Description : The Residential Tenancies Board (RTB) undertook a project to outsource its requirements for data management and contact centre services. The intention was to provide an efficient, timely and customer centred services for the processing of registration and dispute applications, payment of associated fees and the interface with its customers to handle daily contact. The project required a number of services which were divided into three lots: Lot 1: Document Management Services; Lot 2: Contact Centre; and Lot 3: Scanning Services. The contract was awarded for an initial period of three years, commencing 9 May 2013, with the option to extend for an additional two years which was exercised by the contracting authority. The value of the contract over the initial three-year period was EUR 2,803,349 (excluding VAT). The value over the full five-year period was EUR 5 million (ex VAT). Due to the complexity and essential nature of the services required and a changing landscape within RTB and the everchanging nature of the requirements, a number of contract modifications have been implemented as detailed below. The contract was further extended on the same terms and conditions for twelve months from 9 May 2018 with an estimated value of €1.8 million (ex VAT). The contract was further extended for a period of eighteen months from 20 May 2019 to 9 November 2020 with an estimated value of EUR 3.5 million (ex VAT). A new right to terminate for both parties on giving three months' notice was introduced, and an annual increase of 2.5 per cent to the charges payable, to cater for inflationary increases, was agreed. In May 2020, as a result of the COVID-19 pandemic, further changes to the contract were implemented. These included changes to the scope of the services, a reduction in the overall volume of services, a change to the primary place of performance of the services (to allow for home-working), a reduction in the number of staff working on the contract, reduced hours of operation, changes to the data processing agreement and changes to SLAs/KPIs. A new commercial model (moving from a transaction-based charging model to a PTE model) was also implemented. The contract was extended in November 2020 for twelve months at an estimated value of EUR 2 million (ex VAT). The contract was subsequently extended to ensure continuity of essential services from 10 November 2021 for twelve months; from 1 November 2022 for six months; from 10 April 2023 for a period of five months; from 11 September 2023 for five months; and from 11 February 2024 for five months. The contract term of 129 months relates to the term of the contract to date, including all of the above extensions. The current modification notice relates to a further extension from 1st August 2024 until 31st March 2025. Reasons for modification: Need for additional works, services or supplies by the original contractor/concessionaire (Art. 72(1)(b) of Directive 2014/24/EU). Description of the economic or technical reasons and the inconvenience or duplication of cost preventing a change of contractor: the RTB has commenced a public procurement process for the purpose of putting in place a replacement contract in respect of the services. It published a pre-qualification questionnaire on 11 January 2024 and received responses on 12 February 2024. The RTB is now in the process of completing the Invitation to Tender (ITT) for the public procurement process and are aiming to complete the process as soon as possible. The contract with Capita Customer Solutions Limited is for business critical services. In such circumstances, the RTB is not in a position to change the service provider at this time. On 14th August 2024 the RTB published a modification notice extending the existing contract to provide cover until the new contract award procedure had been completed. The RTB have moved onto the tender and negotiation stage. Given that the tender competition is still ongoing and that the contract with Capita Customer Solutions Limited is for business critical services, the RTB is not in a position to change the service provider at this time. Therefore, the RTB is extending the current contract further, from 1st August 2024 until 31st March 2025. The value of the current contract extension is for €2,500,000.
Procedure identifier : f330a7d8-f563-4e65-9066-2883d8429509
Type of procedure : Competitive dialogue
Justification for the accelerated procedure :
Main features of the procedure :

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 75112000 Administrative services for business operations
Additional classification ( cpv ): 72512000 Document management services
Additional classification ( cpv ): 79512000 Call centre

2.1.2 Place of performance

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

2.1.3 Value

Estimated value excluding VAT : 2 500 000 Euro
Maximum value of the framework agreement : 2 500 000 Euro

2.1.4 General information

Legal basis :
Directive 2014/24/EU

5. Lot

5.1 Lot technical ID : LOT-0001

Title : This is a contract modification notice for Document Management and Contact Centre Services
Description : The Residential Tenancies Board (RTB) undertook a project to outsource its requirements for data management and contact centre services. The intention was to provide an efficient, timely and customer centred services for the processing of registration and dispute applications, payment of associated fees and the interface with its customers to handle daily contact. The project required a number of services which were divided into three lots: Lot 1: Document Management Services; Lot 2: Contact Centre; and Lot 3: Scanning Services. The contract was awarded for an initial period of three years, commencing 9 May 2013, with the option to extend for an additional two years which was exercised by the contracting authority. The value of the contract over the initial three-year period was EUR 2,803,349 (excluding VAT). The value over the full five-year period was EUR 5 million (ex VAT). Due to the complexity and essential nature of the services required and a changing landscape within RTB and the everchanging nature of the requirements, a number of contract modifications have been implemented as detailed below. The contract was further extended on the same terms and conditions for twelve months from 9 May 2018 with an estimated value of €1.8 million (ex VAT). The contract was further extended for a period of eighteen months from 20 May 2019 to 9 November 2020 with an estimated value of EUR 3.5 million (ex VAT). A new right to terminate for both parties on giving three months' notice was introduced, and an annual increase of 2.5 per cent to the charges payable, to cater for inflationary increases, was agreed. In May 2020, as a result of the COVID-19 pandemic, further changes to the contract were implemented. These included changes to the scope of the services, a reduction in the overall volume of services, a change to the primary place of performance of the services (to allow for home-working), a reduction in the number of staff working on the contract, reduced hours of operation, changes to the data processing agreement and changes to SLAs/KPIs. A new commercial model (moving from a transaction-based charging model to a PTE model) was also implemented. The contract was extended in November 2020 for twelve months at an estimated value of EUR 2 million (ex VAT). The contract was subsequently extended to ensure continuity of essential services from 10 November 2021 for twelve months; from 1 November 2022 for six months; from 10 April 2023 for a period of five months; from 11 September 2023 for five months; and from 11 February 2024 for five months. The contract term of 129 months relates to the term of the contract to date, including all of the above extensions. The current modification notice relates to a further extension from 1st August 2024 until 31st March 2025. Reasons for modification: Need for additional works, services or supplies by the original contractor/concessionaire (Art. 72(1)(b) of Directive 2014/24/EU). Description of the economic or technical reasons and the inconvenience or duplication of cost preventing a change of contractor: the RTB has commenced a public procurement process for the purpose of putting in place a replacement contract in respect of the services. It published a pre-qualification questionnaire on 11 January 2024 and received responses on 12 February 2024. The RTB is now in the process of completing the Invitation to Tender (ITT) for the public procurement process and are aiming to complete the process as soon as possible. The contract with Capita Customer Solutions Limited is for business critical services. In such circumstances, the RTB is not in a position to change the service provider at this time. On 14th August 2024 the RTB published a modification notice extending the existing contract to provide cover until the new contract award procedure had been completed. The RTB have moved onto the tender and negotiation stage. Given that the tender competition is still ongoing and that the contract with Capita Customer Solutions Limited is for business critical services, the RTB is not in a position to change the service provider at this time. Therefore, the RTB is extending the current contract further, from 1st August 2024 until 31st March 2025. The value of the current contract extension is for €2,500,000.
Internal identifier : 1

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 75112000 Administrative services for business operations
Additional classification ( cpv ): 72512000 Document management services
Additional classification ( cpv ): 79512000 Call centre

5.1.2 Place of performance

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

5.1.3 Estimated duration

Start date : 01/08/2024
Duration end date : 31/05/2025

5.1.5 Value

Estimated value excluding VAT : 2 500 000 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

5.1.10 Award criteria

Criterion :
Type : Cost
Name : Quality and Cost
Description : Cost
Weight (decimal, exact) : 1
Description of the method to be used if weighting cannot be expressed by criteria :
Justification for not indicating the weighting of the award criteria : Quality and Cost

5.1.12 Terms of procurement

Information about review deadlines : In line with S.I. 130/2010.

5.1.15 Techniques

Framework agreement :
Framework agreement, without reopening of competition
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
TED eSender : European Dynamics S.A.

6. Results

Approximate value of the framework agreements : 2 500 000 Euro

6.1 Result lot ldentifier : LOT-0001

At least one winner was chosen.

6.1.2 Information about winners

Winner :
Tender :
Tender identifier : 1
Identifier of lot or group of lots : LOT-0001
Subcontracting : No
Contract information :
Identifier of the contract : 1
Date of the conclusion of the contract : 30/07/2024
The contract is awarded within a framework agreement : no

8. Organisations

8.1 ORG-0001

Official name : Residential Tenancies Board
Registration number : not available.
Postal address : Second Floor, O'Connell Bridge House, D'Olier Street, Dublin 2
Town : Dublin
Country : Ireland
Contact point : Louise Loughlin
Telephone : +353 16437200
Buyer profile : www.rtb.ie
Roles of this organisation :
Buyer

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 : a8c5112c-45c9-4213-b61e-dfb9f4dc4ef8 - 01
Form type : Result
Notice type : Contract or concession award notice – standard regime
Notice dispatch date : 23/10/2024 12:42 +01:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00647532-2024
OJ S issue number : 208/2024
Publication date : 24/10/2024