Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for servizz.gov Agency

Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for servizz.gov Agency Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for servizz.gov Agency

CPV: 72253000 Usługi pomocy komputerowej i podobne, 72253100 Usługi pomocy komputerowej, 79342300 Usługi dla klientów, 79342320 Usługi w zakresie obsługi klientów, 79510000 Usługi telefonicznych automatów zgłoszeniowych, 79511000 Usługi operatorów telefonicznych, 79512000 Centrum obsługi klienta
Miejsce wykonania:
Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for servizz.gov Agency
Miejsce udzielenia zamówienia:
Servizz.gov Agency
Numer nagrody:
CT5000/2023

1. Buyer

1.1 Buyer

Official name : Servizz.gov Agency
Legal type of the buyer : Central government authority
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for servizz.gov Agency
Description : Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for servizz.gov Agency
Procedure identifier : 8c66c273-c058-439b-a8d5-fe18f2fa629a
Type of procedure : Negotiated without prior call for competition
Justification for the accelerated procedure :
Main features of the procedure :

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 79511000 Telephone operator services
Additional classification ( cpv ): 79512000 Call centre
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 79342300 Customer services
Additional classification ( cpv ): 79342320 Customer-care services

2.1.2 Place of performance

Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta

2.1.3 Value

Estimated value excluding VAT : 14 800 000 Euro

2.1.4 General information

Legal basis :
Directive 2014/24/EU

5. Lot

5.1 Lot technical ID : LOT-0001

Title : Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for servizz.gov Agency
Description : Negotiated Procedure for the Provision of Multi-Channel Contact Centre Operations for servizz.gov Agency
Internal identifier : CT5000/2023

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 79510000 Telephone-answering services
Additional classification ( cpv ): 79511000 Telephone operator services
Additional classification ( cpv ): 79512000 Call centre
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 79342300 Customer services
Additional classification ( cpv ): 79342320 Customer-care services

5.1.2 Place of performance

Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta
Additional information :

5.1.4 Renewal

Maximum renewals : 0

5.1.5 Value

Estimated value excluding VAT : 14 800 000 Euro

5.1.6 General information

Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes

5.1.10 Award criteria

Criterion :
Type : Price
Name :
Description : Price
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 :

5.1.15 Techniques

Framework agreement :
No framework agreement
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : Public Contracts Review Board
Organisation providing offline access to the procurement documents : Servizz.gov Agency
TED eSender : European Dynamics S.A.

6. Results

Value of all contracts awarded in this notice : 14 881 642,54 Euro
Direct award :
Justification for direct award : The contract can be provided only by a particular economic operator because of an absence of competition for technical reasons
Other justification : NA

6.1 Result lot ldentifier : LOT-0001

At least one winner was chosen.

6.1.2 Information about winners

Winner :
Official name : Centrecom
Tender :
Tender identifier : 000201338
Identifier of lot or group of lots : LOT-0001
Subcontracting : No
Value of subcontracting : 0 Euro
Contract information :
Identifier of the contract : 106072641
Date on which the winner was chosen : 07/12/2023
Date of the conclusion of the contract : 31/12/2024
The contract is awarded within a framework agreement : no
Information about European Union funds
Identifier of EU funds : 0

6.1.4 Statistical information

Range of tenders :
Value of the lowest admissible tender : 14 881 642,54 Euro
Value of the highest admissible tender : 14 881 642,54 Euro

8. Organisations

8.1 ORG-0001

Official name : Servizz.gov Agency
Registration number : Legal Notice 171 of 2016
Department : Government Agency
Postal address : Victoria Centre, Level 2, Valletta Road
Town : Mosta
Postcode : MST 9012
Country : Malta
Telephone : +356 23164100
Roles of this organisation :
Buyer
Organisation providing offline access to the procurement documents

8.1 ORG-0002

Official name : Centrecom
Registration number : C38299
Department : Private Company
Postal address : Unit F11, Level 2, Mosta Technopark
Town : Mosta
Postcode : MST3000
Country : Malta
Telephone : +356 23644000
Fax : +356 21251473
Roles of this organisation :
Tenderer
Winner of these lots : LOT-0001

8.1 ORG-0003

Official name : Public Contracts Review Board
Registration number : TBD
Department : Ministry for Finance and Employment
Postal address : Notre Dame Ditch
Town : Floriana
Postcode : FRN 1601
Country : Malta
Telephone : +356 2139095
Roles of this organisation :
Review organisation

8.1 ORG-0004

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 : 1aa85eb9-1758-4740-8faf-716882ce67b2 - 01
Form type : Result
Notice type : Contract or concession award notice – standard regime
Notice dispatch date : 06/01/2025 14:41 +01:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00007211-2025
OJ S issue number : 4/2025
Publication date : 07/01/2025