IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin

Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management service. The proposed implementation must be able to meet timelines and supplier must have experience in the sector. The new platform should be available for immediate use and legacy information …

CPV: 72212190 Usługi opracowywania oprogramowania edukacyjnego, 72212600 Usługi opracowywania oprogramowania dla baz danych i operacyjnego, 72212732 Usługi opracowywania oprogramowania do zabezpieczania danych, 72222000 Usługi w zakresie systemów informacji lub strategicznej analizy technologicznej oraz usługi w zakresie planowania, 72267100 Konserwacja oprogramowania technologii informacji, 72300000 Usługi w zakresie danych, 72315000 Usługi zarządzania siecią danych oraz usługi wspierające
Termin:
11 lutego 2025 12:00
Rodzaj terminu:
Złożenie oferty
Miejsce wykonania:
IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin
Miejsce udzielenia zamówienia:
Education Procurement Service (EPS)
Numer nagrody:
0

1. Buyer

1.1 Buyer

Official name : Education Procurement Service (EPS)
Legal type of the buyer : Body governed by public law
Activity of the contracting authority : Education

2. Procedure

2.1 Procedure

Title : IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin
Description : Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management service. The proposed implementation must be able to meet timelines and supplier must have experience in the sector. The new platform should be available for immediate use and legacy information should be available for querying and reporting. The new Enquiry and Case Management System must integrate with key University systems, allowing efficient data flows. The proposed solution must provide efficient, integrated workflows and facilitate different users and offer an intuitive online interface and the use of AI. The Academic Registry is the largest user of the current enquiry management system in the University, with approximately 100,000 enquiries annually. SID Case Management is the operational management tool for the Disability Service The current system is an on-premises deployment of SID (Student Information Desk – Tribal Product). The proposed Enquiry Management and Case Management system to fully replace this. Specifically, it must enhance the management of student enquiries and cases, improve efficiency, communication, and user experience, and fulfil the requirements, detailed below, for the following functional areas: 1. streamline the enquiry and case management process. 2. provide a centralized system for tracking and resolving student enquiries. 3. leverage AI for improved response times and data insights. 4. generate reports and analytics for continuous improvement. These areas must be serviced by the following activities: · Enquiry Management – being able to capture, categorise, prioritise and assign enquiries and workflow management capability. · Case Management – case creation, history and time tools and ability to collaborate on cases within a system. · AI Automation Features – Chatbot integration, sentiment analysis and predictive analytics. · Knowledge and FAQ Management – creating a knowledge base and FAQ resources with easy update features, self-service option for customers to find the answers independently. · Reporting and Analytics – Dashboard reporting capabilities and ability to customise reports. · User Management. · Integration with existing systems and API availability for future integrations. · Compliance and Security. · Accessibility and User Experience. · Modular Design – to allow for scaling and expansion of service in the future. The proposed service must adhere to the University’s technical and security requirements as further detailed below. Tenderers will provide a realistic draft implementation plan, provide training and ongoing support based on a robust service-level agreement, and work with the University to achieve its ambitious goals to reduce its climate and environmental impacts, including through its supply chains and supported by evidence. The University looks forward to engaging with the successful tenderer, to progress the University’s strategic goals. Please see Section A for further information on detailed requirements.
Procedure identifier : e41217ae-78d5-4e07-8a08-6e76e31721f7
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 ): 72222000 Information systems or technology strategic review and planning services
Additional classification ( cpv ): 72212190 Educational software development services
Additional classification ( cpv ): 72267100 Maintenance of information technology software
Additional classification ( cpv ): 72212600 Database and operating software development services
Additional classification ( cpv ): 72212732 Data security software development services
Additional classification ( cpv ): 72300000 Data services
Additional classification ( cpv ): 72315000 Data network management and support services

2.1.2 Place of performance

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

2.1.3 Value

Estimated value excluding VAT : 1 130 523 Euro

2.1.4 General information

Legal basis :
Directive 2014/24/EU

2.1.6 Grounds for exclusion

Purely national exclusion grounds :

5. Lot

5.1 Lot technical ID : LOT-0001

Title : IT3170C - RFT for the Provision of a Student Enquiries and Case Management System for Trinity College Dublin
Description : Trinity College Dublin invites tenders for the supply, implementation, maintenance, and support of a SaaS-based Enquiry Management and Case Management service. The proposed implementation must be able to meet timelines and supplier must have experience in the sector. The new platform should be available for immediate use and legacy information should be available for querying and reporting. The new Enquiry and Case Management System must integrate with key University systems, allowing efficient data flows. The proposed solution must provide efficient, integrated workflows and facilitate different users and offer an intuitive online interface and the use of AI. The Academic Registry is the largest user of the current enquiry management system in the University, with approximately 100,000 enquiries annually. SID Case Management is the operational management tool for the Disability Service The current system is an on-premises deployment of SID (Student Information Desk – Tribal Product). The proposed Enquiry Management and Case Management system to fully replace this. Specifically, it must enhance the management of student enquiries and cases, improve efficiency, communication, and user experience, and fulfil the requirements, detailed below, for the following functional areas: 1. streamline the enquiry and case management process. 2. provide a centralized system for tracking and resolving student enquiries. 3. leverage AI for improved response times and data insights. 4. generate reports and analytics for continuous improvement. These areas must be serviced by the following activities: · Enquiry Management – being able to capture, categorise, prioritise and assign enquiries and workflow management capability. · Case Management – case creation, history and time tools and ability to collaborate on cases within a system. · AI Automation Features – Chatbot integration, sentiment analysis and predictive analytics. · Knowledge and FAQ Management – creating a knowledge base and FAQ resources with easy update features, self-service option for customers to find the answers independently. · Reporting and Analytics – Dashboard reporting capabilities and ability to customise reports. · User Management. · Integration with existing systems and API availability for future integrations. · Compliance and Security. · Accessibility and User Experience. · Modular Design – to allow for scaling and expansion of service in the future. The proposed service must adhere to the University’s technical and security requirements as further detailed below. Tenderers will provide a realistic draft implementation plan, provide training and ongoing support based on a robust service-level agreement, and work with the University to achieve its ambitious goals to reduce its climate and environmental impacts, including through its supply chains and supported by evidence. The University looks forward to engaging with the successful tenderer, to progress the University’s strategic goals. Please see Section A for further information on detailed requirements.
Internal identifier : 0

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72222000 Information systems or technology strategic review and planning services
Additional classification ( cpv ): 72212190 Educational software development services
Additional classification ( cpv ): 72267100 Maintenance of information technology software
Additional classification ( cpv ): 72212600 Database and operating software development services
Additional classification ( cpv ): 72212732 Data security software development services
Additional classification ( cpv ): 72300000 Data services
Additional classification ( cpv ): 72315000 Data network management and support services

5.1.2 Place of performance

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

5.1.3 Estimated duration

Duration : 5 Year

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 : Please see RFT Documents for further information

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 : Allowed
Deadline for receipt of tenders : 11/02/2025 12:00 +00:00
Deadline until which the tender must remain valid : 12 Month
Information about public opening :
Opening date : 11/02/2025 12:30 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Electronic invoicing : Allowed
Electronic ordering will be used : no
Electronic payment will be used : no
Information about review deadlines : Please see RFT Document

5.1.15 Techniques

Framework agreement :
No framework agreement
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 offline access to the procurement documents : Education Procurement Service (EPS)
Organisation receiving requests to participate : Education Procurement Service (EPS)
Organisation processing tenders : Education Procurement Service (EPS)
TED eSender : European Dynamics S.A.

8. Organisations

8.1 ORG-0001

Official name : Education Procurement Service (EPS)
Registration number : IE 6609370 G
Postal address : Castletroy Limerick
Town : Limerick
Postcode : V94 DK53
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : 061233715
Roles of this organisation :
Buyer
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 subdivision (NUTS) : Dublin ( IE061 )
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
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 : 54c4601f-7428-451d-92cd-f3383f6cb102 - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 10/01/2025 16:02 +00:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00022768-2025
OJ S issue number : 9/2025
Publication date : 14/01/2025