TR5622 – Electric Ireland Customer Care Support Services

TR5622 – Electric Ireland Customer Care Support Services

Electricity Supply Board ( ESB )

## Summary The Electricity Supply Board (ESB) is seeking to establish a framework agreement for the provision of customer care support services with Electric Ireland. The estimated value excluding VAT is €36,000,000.

## Scope & Deliverables * Provision of customer care support services during and after migration to new operating model * Scalable customer-facing teams to support customer service operations, migration activity, service continuity, and development of new customer care model (Multi-Disciplinary Team model) * Lot 1: Rapid Mobilisation and Migration Support + Early mobilisation, migration activity, and support during transition to new operating model + Provision of scalable resources during migration period * Lot 2: Customer Care Capacity and Operating Model Build-Out + Ongoing customer care capacity, service continuity, and embedding of new operating model + Provision of scalable customer-facing teams and operational requirements

## Key Requirements * Eligibility: Not specified * Qualifications: + Experience in provision of customer care support services + Ability to mobilise quickly and provide scalable resources * Certifications/Experience: Not specified

## Commercials & Timeline * Estimated value excluding VAT: €36,000,000 * Submission deadline: 17 September 2026, 12:00 IST * Contract duration: 3 years (with option for 1 renewal) * Framework agreement without reopening of competition

## How to Bid * Electronic submission required through etenders.gov.ie * Languages accepted: English * Key documents to prepare: + Tender response + Pricing Schedule + Proposed framework agreement

## Bid Considerations * This tender may suit companies with experience in provision of customer care support services and ability to mobilise quickly. * Opportunities include a 3-year contract with potential for renewal, and the chance to work with Electric Ireland on its new operating model. * Risks include the competitive nature of the procurement process, and the requirement for electronic submission.

Electricity Supply Board ( ESB ) has 73 tender(s) tracked on TenderScout, of which 7 are currently open. On the EU TED record this buyer has awarded 400 contract(s) worth around €3,079,328,830.

Recent awarded suppliers include Ashurst LLP, Berwin Leighton Paisner, Bond Dickinson, Burges Salmon, Burness Paull.