25-031F Framework Agreement for the Provision of Contact Centre Services

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25-031F Framework Agreement for the Provision of Contact Centre Services

Uisce Éireann

## Summary Uisce Éireann is procuring a 10-year framework agreement for contact centre, customer care, and technical support services. The contract covers telephone answering, helpdesk operations, and administrative support for Ireland’s national water utility.

## Scope & Deliverables - Contact centre operations (telephone answering, operator services) - Customer care and public relations services - Technical support and helpdesk services - Administrative services for business operations

## Key Requirements - Eligibility: Open to all economic operators; not reserved. - Qualifications: Specific selection criteria are detailed in the Procurement Document. - Compliance: Must adhere to exclusion grounds listed in the Procurement Document. - Foreign Subsidies: Notification of foreign financial contributions is required if estimated values reach or exceed EUR 250 million.

## Commercials & Timeline - Estimated Value: €216,000,000 (excluding VAT), inclusive of indexation. - Submission Deadline: Monday, 8 June 2026, at 12:00 hrs IST. - Contract Duration: 10 years (initial 5-year period with options to extend by 3 years and 2 years). - Framework: Framework agreement with reopening of competition. - Legal Basis: Directive 2014/25/EU (Utilities Sector).

## How to Bid - Submission Method: Electronic submission via the etenders system is mandatory; no paper copies accepted. - Languages: English. - Key Documents: Prepare tender in accordance with the Procurement Document available via the etenders link. - Deadline for Questions: 25 May 2026, 12:00 hrs.

## Bid Considerations - High Value Opportunity: The €216m valuation indicates a significant, long-term contract suitable for large-scale service providers. - Complexity: The "competitive with negotiation" procedure and framework structure require sophisticated proposal strategies and pricing models. - Regulatory Rigor: Strict adherence to the Utilities Regulations 2016 and potential foreign subsidy notifications adds compliance overhead. - Market Access: Covered by the Government Procurement Agreement (GPA), ensuring international bidders have equal access.

Uisce Éireann has 28 tender(s) tracked on TenderScout, of which 3 are currently open. On the EU TED record this buyer has awarded 70 contract(s) worth around €6,397,194,523.

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