Provision of Contact Management and Business Administration Services

The Supplier will be required to provide a range of services under the following four service categories:

Provision of Contact Management and Business Administration Services

National Transport Authority_1149

## Summary The National Transport Authority (NTA) is procuring integrated contact management and business administration services to support Small Public Service Vehicle (SPSV) licensing and customer operations. This single-lot contract requires a supplier to deliver information provision, booking, back-office administration, and onsite support across multiple channels.

## Scope & Deliverables - Information Provision Service: Multi-channel customer information support. - Booking Service: Handling SPSV-related bookings and inquiries. - Back Office Administration & Fulfilment: Processing licensing documents and administrative workflows. - Onsite Administration Support: Physical office support at NTA facilities in Dublin. - Operational Requirements: Must ensure PCI-compliant payment processing, high accuracy, quality assurance, and seamless escalation protocols.

## Key Requirements - Eligibility: Open to all suppliers; not reserved for sheltered employment. - Selection Criteria: Specific qualifications and experience requirements are detailed in the Procurement Document. - Compliance: Must adhere to NTA-approved processes, documentation, and data security standards. - Procedure Stage: Restricted procedure; the NTA will shortlist between 5 and 6 candidates for the second stage.

## Commercials & Timeline - Estimated Value: €7,795,004 (excluding VAT). - Contract Duration: 5 years. - Submission Deadline: Wednesday, June 10, 2026, at 12:00 IST. - Request to Participate Deadline: June 8, 2026, at 12:00 IST. - Framework/DPS: None.

## How to Bid - Submission Method: Electronic submission via the Irish eTenders portal is mandatory. - Language: All tenders and correspondence must be in English. - Key Documents: Prepare the request to participate and full tender documentation as specified in the Procurement Document. - Access: Procurement documents are available at the provided eTenders link.

## Bid Considerations - Strategic Fit: Ideal for established BPO or call center providers with strong administrative and PCI-compliant payment capabilities. - Opportunity: Significant five-year revenue stream with a high estimated value. - Risk: Restricted procedure limits competition but requires rigorous pre-qualification; failure to meet specific selection criteria in the first stage results in immediate elimination. - Operational Complexity: Requires robust integration across digital and physical channels to support government licensing processes efficiently.

Restricted procedure. A two-stage process: suppliers first complete a selection questionnaire (capacity, experience, financial standing), and only those who qualify are invited to submit a full tender. Plan for the pre-qualification stage well before the tender deadline.

National Transport Authority_1149 has 25 tender(s) tracked on TenderScout, of which 4 are currently open. On the EU TED record this buyer has awarded 278 contract(s) worth around €6,696,392,575.

Recent awarded suppliers include KPMG, 3M Ireland Limited, IBI Group, Andrew Wharton, M & A Coaches Limited.