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    Provision of Customer Contact Managed Services

    Commission for Regulation of Utilities

    Provision of Customer Contact Managed Services

    1. Competition notice published

      28. aug. kl. 09:0928. august 2024 kl. 09:09

    2. Supplier selection

      1. nov. kl. 00:001. november 2024 kl. 00:00

    3. Contract signed

      1. des. kl. 00:001. desember 2024 kl. 00:00

    4. Result notice published

      6. des. kl. 16:366. desember 2024 kl. 16:36

    Brief

    Ireland: Tenders/Commission for Regulation of Utilities/Provision of Customer Contact Managed Services

    Awarded

    The competition has ended and a winner has been selected.

    Brief

    Rekruttering og bemanning

    The Commission for Regulation of Utilities (“CRU”) is Ireland’s independent energy, district heating and water regulator. Our work impacts Irish homes and businesses ensuring safe, secure and sustainable energy and water supplies for all customers. The CRU’s mission is to protect the public interest in water, energy and energy safety. The CRU is guided by four strategic priorities that sit alongside the core activities we undertake to deliver on the public interest. These are: • Ensure security of supply • Drive a low carbon future • Empower and protect customers • Enable our people and organisational capacity Under the European Communities (Internal Market in Electricity and Gas) (Consumer Protection) Regulations 2011 (SI 463 of 2011, as amended) and the Water Services Act 2014 (as amended), the CRU has a statutory duty to provide: • A single point of contact for all energy and water related customer queries/information requests, particularly to provide information on consumer rights and obligations, and • A free dispute resolution service for any customer with an unresolved complaint against an energy supplier, energy network operator or Uisce Éireann. The CRU’s Customer Care Team (“CCT”), in the Customer Policy and Protection and Legal division, is the team that fulfils this role and assists household and small business customers who have questions or complaints in relation to energy or water utilities in a helpful and accurate manner. In providing information and dispute resolution services to customers, the CCT is currently supported by an external contact centre provider (and has been for the last 13 years). Services currently provided are outlined below. Similar services are sought from a suitably qualified organisation for the next two years, with the option to extend by two further two-year periods, i.e. a possible total of six years. The successful tenderer will be the first point of contact for all customers seeking to avail of the information or dispute resolution services provided by the CCT. By way of context, volumes and complexity of queries and complaints handled by the CRU have increased notably over the last four years. Contact volumes are currently slightly below 2021-22 peaks, while complaint volumes continue to increase year-on-year. In 2023, the CRU’s customer care line received 6,816 inbound calls and 22,526 emails (including online web queries). 617 complex complaints (complaints that are investigated by the CRU) were opened. The CCT’s 2023 annual report (linked in previous section) will provide more information on the nature of queries and complaints received. Future contact volumes are uncertain, however we would note a trend in the subject matter areas covered by contacts becoming more complex, for example in relation to microgeneration support schemes and more complex smart tariff products being offered by energy suppliers. It is important that agents representing the CRU can understand a wide range of complex areas, and question customers effectively such that they can advise customers clearly and accurately on their rights in relation to energy, water and other areas that come into the CRU’s remit (such as district heating). Summary of services required: Provision of information service Provision of dispute resolution service Training agents, including developing new training materials Reporting Quality assurance Reception line

    Result

    Winner
    ARI Services Europe Ltd [ARISE]
    Number of bids
    0
    Contract value
    €1,650,000

    About the bid

      The Commission for Regulation of Utilities (“CRU”) is Ireland’s independent energy, district heating and water regulator. Our work impacts Irish homes and businesses ensuring safe, secure and sustainable energy and water supplies for all customers. The CRU’s mission is to protect the public interest in water, energy and energy safety. The CRU is guided by four strategic priorities that sit alongside the core activities we undertake to deliver on the public interest. These are: • Ensure security of supply • Drive a low carbon future • Empower and protect customers • Enable our people and organisational capacity Under the European Communities (Internal Market in Electricity and Gas) (Consumer Protection) Regulations 2011 (SI 463 of 2011, as amended) and the Water Services Act 2014 (as amended), the CRU has a statutory duty to provide: • A single point of contact for all energy and water related customer queries/information requests, particularly to provide information on consumer rights and obligations, and • A free dispute resolution service for any customer with an unresolved complaint against an energy supplier, energy network operator or Uisce Éireann. The CRU’s Customer Care Team (“CCT”), in the Customer Policy and Protection and Legal division, is the team that fulfils this role and assists household and small business customers who have questions or complaints in relation to energy or water utilities in a helpful and accurate manner. In providing information and dispute resolution services to customers, the CCT is currently supported by an external contact centre provider (and has been for the last 13 years). Services currently provided are outlined below. Similar services are sought from a suitably qualified organisation for the next two years, with the option to extend by two further two-year periods, i.e. a possible total of six years. The successful tenderer will be the first point of contact for all customers seeking to avail of the information or dispute resolution services provided by the CCT. By way of context, volumes and complexity of queries and complaints handled by the CRU have increased notably over the last four years. Contact volumes are currently slightly below 2021-22 peaks, while complaint volumes continue to increase year-on-year. In 2023, the CRU’s customer care line received 6,816 inbound calls and 22,526 emails (including online web queries). 617 complex complaints (complaints that are investigated by the CRU) were opened. The CCT’s 2023 annual report (linked in previous section) will provide more information on the nature of queries and complaints received. Future contact volumes are uncertain, however we would note a trend in the subject matter areas covered by contacts becoming more complex, for example in relation to microgeneration support schemes and more complex smart tariff products being offered by energy suppliers. It is important that agents representing the CRU can understand a wide range of complex areas, and question customers effectively such that they can advise customers clearly and accurately on their rights in relation to energy, water and other areas that come into the CRU’s remit (such as district heating). Summary of services required: Provision of information service Provision of dispute resolution service Training agents, including developing new training materials Reporting Quality assurance Reception line

      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

      Cost @ 25%

    • Description

      Quality @ 75%

    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 Customer Contact Managed Services
    Type
    ResultPrequalification
    Main code
    79512000Call centre
    Supplemental codes
    72300000Data services79310000Market research services79410000Business and management consultancy services79411000General management consultancy services79510000Telephone-answering services79511000Telephone operator services79600000Recruitment services79900000Miscellaneous business and business-related services79990000Miscellaneous business-related services

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