Managed Business Process Support Services

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This framework agreement provides a range of managed business process support services.

The Framework has been divided into 3 Lots:

Lot 1 Contact Management and Related Administrative Services

Lot 2 Contact Management and Related Administrative Services

Lot 3 Contact Management and Related Administrative Services

For a more detailed overview, please see the User Guide which is available on the Buyer Zone.

• At FW entry stage, one of the Selection Criteria required tenderers to provide evidence of ISO 14001 (Environmental Management Systems) certification or equivalent.

• At FW entry stage, tenderers were asked to provide details of their sustainable and socially responsible systems and practices, including any monitoring mechanisms, used in the delivery of the Services required.

• The Standard of Service requires Contractors to maintain transparent and accountable sustainable and socially responsible business practices.

• FW Clients have flexibility to choose the following Award Criteria at Mini Competition Stage –

o Sustainability Plan

o Social Inclusion Plan

o Disability Access Plan

All eligible public sector clients. A comprehensive list of who can use this framework agreement is available in the User Guide.

Valid from: Sun 15 Nov 2024

Expiry: Thu 14 Nov 2026

Contract extensions may be available for this arrangement; please check the Buyer Zone or contact support@ogp.gov.ie for further information. Specifically, if you are concerned that the expiry date will have an impact on your requirements.

Drawdown from this Framework is on the basis of Mini-Competition amongst qualified Framework Members. There are two options for mini-competition under this Framework:

1. OGP-assisted mini-competitions

o This option is available for mini-competitions conducted under all Lots.

2. Self-Serve mini-competitions

o This option is available for mini-competitions conducted under Lot 1 and Lot 2 only.

To get started please see the User Guide which is available on the Buyer Zone.

To access the full details of this framework agreement, log onto the Buyer Zone website and search for ‘Managed business process support services’ or contact the OGP's Support Helpdesk team.

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