General Helpdesk Services (№8089316)

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Publication date

Description

1. Section I
   1. Name and addresses
      European Court of Auditors
      12 rue Alcide de Gasperi
      Luxembourg
      1615
      Luxembourg
      Telephone: +352 4398-47611
      E-mail: [email protected]
      Fax: +352 4398-46667
      
   2. Type of the contracting authority:
      European institution/agency or international organisation
      
   3. Main activity:
      Economic and financial affairs
      
2. Section II
   1. Scope of the procurement:
      1. Title:
         

         General Helpdesk Services

         
         Reference number: AO 631
         
      2. Main CPV code:
         72611000, 72253000, 79512000, 72253200, 72254100
         
      3. Type of contract:
         Services
         
      4. Short description:
         

         The purpose of the call for tenders is the selection of an economic operator for the provision of a single support centre for providing General Helpdesk Services to end-users of the Court.

         It covers Call Centre services for “IT” and “non IT” services (including human resources, logistics, facilities and buildings), the Support services including 1st level IT support, 2nd level IT support, IT lifecycle management, Asset management, Organisation level support, as well as additional IT services which may be requested by the Court, the quality assurance and reporting including the Service Level Agreement and the Service Desk Operation Manual, Periodic reporting and meetings. The exhaustive description of the services to be provided is to be found in Sections 3, 4, 5 and 6 of the tender specifications.

         
         
      5. Information about lots:
         This contract is divided into lots: no
      6. Total value of the procurement:
         Value excluding VAT: 5 794 170.00 EUR
   2. Description
      1. Title:
         
      2. Additional CPV code(s):
         72253000, 79512000, 72253200, 72254100
         
      3. Place of performance:
         Main site or place of performance:

         European Court of Auditors.

         
         
      4. Description of the procurement:
         

         The purpose of the call for tenders is the selection of an economic operator for the provision of a single support centre for providing General Helpdesk Services to end-users of the Court.

         It covers Call Centre services for “IT” and “non IT” services (including human resources, logistics, facilities and buildings), the Support services including 1st level IT support, 2nd level IT support, IT lifecycle management, Asset management, Organisation level support, as well as additional IT services which may be requested by the Court, the quality assurance and reporting including the Service Level Agreement and the Service Desk Operation Manual, Periodic reporting and meetings.

         
         
      5. Award criteria:
         Quality criterion - Name: see tender specifications / Weighting: 65
         Price - Weighting: 35
         
      6. Information about options:
         Options: no
      7. Information about European Union funds:
         
      8. Additional information:
         

         The initial period of contract includes a 1-month transitional period for the transfer of know-how and a 48-month period for the execution of services, which shall start on 1.7.2018. The Contract shall be renewed automatically up to two (2) times; each time for a period of execution of tasks of twelve (12) months, starting from the date of completion of the tasks of the previous period.

         
         
3. Section IV
   1. Description:
      1. Type of procedure:
         Open procedure
      2. Information about a framework agreement or a dynamic purchasing system:
         
      3. Information about electronic auction:
         
      4. Information about the Government Procurement Agreement (GPA):
         The procurement is covered by the Government Procurement Agreement: yes
   2. Administrative information:
      1. Previous publication concerning this procedure:
         Notice number in the OJ S: 2017/S 227-472193
         
      2. Information about termination of dynamic purchasing system:
         
      3. Information about termination of call for competition in the form of a prior information notice:
         
4. Section V
   1. Contract No: SG2 631
      Title:

      General Helpdesk Services

      
      
   2. Award of contract
      1. Date of conclusion of the contract: 2018-04-25
         
      2. Information about tenders:
         Number of tenders received: 2
         Number of tenders received from SMEs: 0
         The contract has been awarded to a group of economic operators: no
      3. Name and address of the contractor:
         Aubay SA
         Parc d’Activités, 38 rue Pafebruch
         Capellen
         8308
         Luxembourg
         The contractor is an SME: no
      4. Information on value of the contract/lot (excluding VAT):
         Initial estimated total value of the contract/lot: 6 000 000.00 EUR
         Total value of the contract/lot: 5 794 170.00 EUR
         
      5. Information about subcontracting:
         
         
5. Section VI
   1. Additional information
      

      The initial period of contract includes a 1-month transitional period for the transfer of know-how and a 48-month period for the execution of services, which shall start on 1.7.2018. The Contract shall be renewed automatically up to two (2) times; each time for a period of execution of tasks of twelve (12) months, starting from the date of completion of the tasks of the previous period.

      
      
   2. Procedures for review
      1. Review body
         General Court of the European Union
         rue du Fort Niedergrünewald
         Luxembourg
         2925
         Luxembourg
         Telephone: +352 4303-1
         Fax: +352 4303-2100
         
      2. Body responsible for mediation procedures
         European Ombudsman
         Strasbourg
         67001
         France
         Telephone: +33 388172313
         
      3. Service from which information about the review procedure may be obtained
         

         Appeal to the General Court of the European Union within 2 months of the plaintiff being notified on the successor not of its tender or, failing this, of the day on which it became known to them. A complaint made to the European Ombudsman neither suspends this period nor opens a new period for lodging appeals.

         
         European Court of Auditors, Procurement Service
         12 rue Alcide de Gasperi
         Luxembourg
         1615
         Luxembourg
         Telephone: +352 4398-47611
         E-mail: [email protected]
         Fax: +352 4398-46955
         
   3. Date of dispatch of this notice
      2018-05-15