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    Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function

    Commission for Regulation of Utilities

    Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function

    1. Contract start date

      Jan 23, 12:00 AMJanuary 23, 2024 12:00 AM

    2. Contract signed

      Jan 23, 12:00 AMJanuary 23, 2024 12:00 AM

    3. Result notice published

      Mar 26, 11:26 AMMarch 26, 2024 11:26 AM

    4. Contract end date

      Jan 22, 12:00 AMJanuary 22, 2025 12:00 AM

    Brief

    Ireland: Tenders/Commission for Regulation of Utilities/Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function

    Awarded

    The competition has ended and a winner has been selected.

    Brief

    Bedriftsrådgivning

    The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The Customer Care Team (CCT) sits in the Customer Policy and Protection and Legal division of the CRU. The team is responsible for delivering two key statutory functions for the CRU - Providing the Commission’s dispute resolution service for unresolved disputes between final customers and service providers. This obligation is set out in Section 7 of S.I. No. 463 of 2011 and Section 8 of the Water Services Act 2014. - Acting as a single point of contact to provide final customers with necessary information concerning their statutory rights in relation to engaging with energy undertakings and obligations of said undertakings, among other things. This obligation is set out in full in Section 8 of S.I. No. 463 of 2011. Services are sought primarily in relation to the CCT’s dispute resolution function. Over the last year the CCT has experienced a substantial increase in the volume of complaint cases received from customers. This is driven by a range of factors including high energy prices, energy market developments (such as the emergency electricity credit and new support for microgeneration), increased customer awareness of the CRU and its dispute resolution service, and the increasing remit of the CRU).

    Result

    Winner
    Jack O'Connell
    Number of bids
    3
    Contract value
    €123,200

    About the bid

      The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The Customer Care Team (CCT) sits in the Customer Policy and Protection and Legal division of the CRU. The team is responsible for delivering two key statutory functions for the CRU - Providing the Commission’s dispute resolution service for unresolved disputes between final customers and service providers. This obligation is set out in Section 7 of S.I. No. 463 of 2011 and Section 8 of the Water Services Act 2014. - Acting as a single point of contact to provide final customers with necessary information concerning their statutory rights in relation to engaging with energy undertakings and obligations of said undertakings, among other things. This obligation is set out in full in Section 8 of S.I. No. 463 of 2011. Services are sought primarily in relation to the CCT’s dispute resolution function. Over the last year the CCT has experienced a substantial increase in the volume of complaint cases received from customers. This is driven by a range of factors including high energy prices, energy market developments (such as the emergency electricity credit and new support for microgeneration), increased customer awareness of the CRU and its dispute resolution service, and the increasing remit of the CRU).

      Contact name
      Katarina Holohan
      Contact phone
      +35314000800
      Contact email
      procurement@cru.ie
      Address
      The Exchange, Belgard Sq North, Tallaght, D24 PXW0 Dublin

    Custom Assessment Criteria

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    Award Criteria

    • Description

      Tenderers were required to provide a daily rate for each professional grade level proposed based on the notional day requirement.

    • Description

      Quality of Approach to Service Delivery.

    • Description

      Technical Merit of Proposed Resources

    Qualification requirements

      Found no qualification requirements in the contract notice.

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    See the full notice

    Contracting authority
    Commission for Regulation of Utilities
    Title
    Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function
    Type
    ResultPrequalification
    Main code
    79342300Customer services
    Supplemental codes
    72221000Business analysis consultancy services79342320Customer-care services79400000Business and management consultancy and related services79410000Business and management consultancy services79411000General management consultancy services79419000Evaluation consultancy services79512000Call centre
    Location
    Dublin
    Estimated value
    €212,000.00

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