The provision of Contact Management Services to the Central Bank of Ireland

Tender description

The Regulatory Transactions Division (“RTD”) of the Central Bank oversees a Contact Management Solution (“CMS”) Strategy on behalf of the Central Bank to support the objectives of the Central Bank. RTD, in conjunction with key Central Bank stakeholders, provide a query handling service to Regulated Financial Service Providers (“RFSP”) and members of the public, and internally to Central Bank divisional stakeholders. The CMS is underpinned by a CMS team supplied by a service provider (“the CMS Team”) and a Central Bank Support Team. The Central Bank is seeking to continue with this model and is seeking a service provider to provide a Contact Management Solution offsite (i.e. at the service provider’s premises) with dedicated, skilled resources, which will be supported by the Tenderer’s case management and call centre telephony systems to deliver the service.