Request for Tenders for the provision of a Ticket Tracking System

This public procurement competition relates to the provision of a Ticket Tracking System and affiliate

Request for Tenders for the provision of a Ticket Tracking System

Office of the Revenue Commissioners_366

## Summary The Office of the Revenue Commissioners is procuring a Ticket Tracking System to manage and resolve customer service inquiries. This open tender aims to enhance operational efficiency within the Irish tax authority’s support infrastructure.

## Scope & Deliverables - Provision of a comprehensive ticket tracking software solution. - Implementation and integration with existing Revenue systems. - Ongoing maintenance, support, and system updates. - User training and knowledge transfer for staff.

## Key Requirements - Eligibility: Open to all qualified suppliers; no specific legal entity restrictions stated. - Qualifications: Proven experience in developing or supplying enterprise-grade ticketing systems. - Certifications: Standard IT security and data protection compliance (e.g., GDPR) likely required. - Experience: Demonstrable track record with public sector or large-scale government clients is advantageous.

## Commercials & Timeline - Estimated value: €7,500,000.00 - Submission deadline: Wed Aug 13 15:00:00 IST 2025 - Contract duration: Not stated - Framework/DPS: Not stated

## How to Bid - Submission method: Electronic submission via the official tender portal (eTenders Ireland). - Languages: English. - Key documents to prepare: Technical proposal detailing system architecture, functional specifications, and implementation plan; Commercial proposal with pricing breakdown; Company profile and relevant case studies; Proof of eligibility and compliance documents.

## Bid Considerations - This tender suits established software vendors with strong public sector experience and robust technical capabilities. - The high estimated value indicates a significant, long-term engagement opportunity for the right provider. - Risks include intense competition from major global IT firms and strict compliance requirements regarding data sovereignty and security. - Suppliers must ensure timely submission to meet the August 13 deadline, allowing adequate time for technical validation and pricing strategy.

Open procedure. Any interested supplier may submit a tender. There is no shortlisting stage — all compliant bids received by the deadline are evaluated against the published award criteria. It is the most common route for Irish public contracts and is open to SMEs and new entrants.

Office of the Revenue Commissioners_366 has 17 tender(s) tracked on TenderScout, of which 2 are currently open. On the EU TED record this buyer has awarded 79 contract(s) worth around €224,585,365.

Recent awarded suppliers include Zengenti Ltd, DLRS Ltd, Fujitsu (Ireland) Limited, Fleetmatics, SkillSoft Ltd.