Emergency Contact Services (ECS) '24 for receipt of publicly reported gas escape calls and subsequent engineer dispatch

Concepts

• call centre
• belfast
• northern ireland gas network operator
• phoenix natural gas ltd
• any other northern ireland gas network operator
• engineer dispatch
• subsequent engineer dispatch
• publicly reported gas escape calls
• a gas distribution network system
• the northern ireland gas network operators - i.e. gmt

Location

Northern Ireland

Description

Phoenix Energy Group Ltd (formerly Phoenix Natural Gas Ltd) own and operate a gas distribution network system in the Greater Belfast Area of Northern Ireland. It is a condition of the associated License to operate, that Phoenix provides a contact number - publicly available - in order that gas-related incidents may be reported on a 24/ 365 basis. Such reports may require the dispatch of an Engineer to the location in question, the response time to which is also determined by the Operator License referred to previously. Phoenix requires to appoint a suitably experienced and resourced Service Provider capable of delivering the full emergency service - from receipt of call through to Engineer dispatch and ultimately satisfactory delivery of a safe and robust service. N.B. Under the conditions of the Gas Safety (Management) Regulations (Northern Ireland) 1997, Phoenix must provide the 24-hour gas escape telephone number - 0800 002 001 - and make this accessible to any member of the public and any other Entity that operates a gas distribution network within the Northern Ireland region. To this end, it is a condition of this tender process that any Service Provider appointed by Phoenix Energy, must afford the same services, at commensurate commercial terms, to any other Northern Ireland Gas Network Operator.

Total Quantity or Scope

The Emergency Call Centre requires to provide a dedicated resource capable of receiving and processing around 3,500 calls in any given month - on a 24/ 365 basis. This number could significantly escalate in the event of a critical incident. The ultimate objective of the appointed Service Provider will be to help safe-guard life and property. Note, the appointed Service Provider will be required to provide a facility that operates within the same time zone as the Northern Ireland Gas Network Operators - i.e. GMT.

CPV Codes

• 79512000 - Call centre

Indicators

• Bids should cover the whole contract.
• Renewals are not available.
• Financial restrictions apply.
• Performance considerations apply.
• Professional qualifications are sought.
• Award on basis of price and quality.

Other Information

Organisations wishing to participate in the tender process must first complete and submit (before the due date) the Pre-qualification Questionnaire, the purpose of which will be to establish the relevant experience of the Applicant Party in relation to the required Services to be delivered. A draft version of the Scope of Services section of the Invitation to Tender document is made available to all interested Parties through the eSourcingNI website. This is for reference purposes only. There should be no attempt to the address this document until invited to do so. The purpose of making this available, in draft form, at this stage is to further inform those potential Applicants about the nature of the Services to be completed and the standards under which they require to be delivered.