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Single Party Framework for the Provision of Contact Centre and Document Management Services and Related Services

AI Summary

The Residential Tenancies Board has contracted a single‑party framework to deliver comprehensive operational services for its contact centre and document management functions. The contractor will operate Monday to Friday from 9 a.m. to 5 p.m., excluding bank holidays, and will respond to public inquiries and administrative requests through four communication channels: voice, email, webchat, and postal mail. The scope is organised around four core service pillars that collectively support the board’s mandate to provide reliable information, efficient dispute resolution, accurate registration management, and diligent compliance monitoring.

In detail, the front‑facing customer support pillar requires the provision of accurate guidance to the public about their rights and responsibilities in the rental sector, technical assistance with the RTB online portal, and the handoff of specialist support to dispute resolution and compliance teams for the minority of contacts that require additional expertise. The back‑office pillar covers the receipt, sorting, scanning, routing, and escalation of postal documents, meticulous data entry for tenancy registration, dispute applications, termination notices, and Rent Pressure Zone exemption forms. The registration pillar manages incomplete registrations through an automated CRM system, handles amendments and updates to tenancy records, validates address data to ensure a single coherent record, and oversees the registration process for student‑specific accommodation including coordination with providers and data sheet management. The dispute resolution pillar supervises all dispute applications, confirms party details, processes payments, maintains timely correspondence, and provides high‑quality customer support while also delivering document management, data entry, and performance reporting to inform continuous improvement. The contractor must also manage notifications of potential infringements, conduct initial assessments, route matters to the appropriate RTB team in Dublin, and assist with basic large‑volume data evaluation. All interactions must be conducted in accordance with the RTB's CRM tenancy management system and data protection regulations.

Description

The winning tenderer will provide the Operational Services from the Actual Operational Services Commencement Date, Monday – Friday 9am to 5pm excluding Bank Holidays. All Operational Services will be delivered across four channels: Voice, Email, Webchat, Post (Paper). The winning tenderer will provide Operational Services as per 4 pillars outlined below: Customer Support Front Facing Customer Support ➢ Provision of reliable information via phone, email and webchat, to the public on their rights and responsibilities in terms of both living in and providing accommodation in, the rental sector and technical support with navigating the RTB online portal/systems. ➢ Handoff to Dispute Resolution & compliance in 2% of overall contacts, where more specialist support is required. Back-office Customer Support ➢ Reviewing all documentation received by post. Sorting, scanning, routing & escalating where required. ➢ Data entry of tenancy registration and dispute resolution application forms. ➢ Data entry of notice of termination and Rent Pressure Zone exemption forms. Registration ➢ Customer Resolution process (Incomplete Registrations) process: The CRM tenancy management system will automatically schedule activity and will review either by Phone, Email or Letter depending on the preferred contact method. ➢ Manage requests to amend/update a Tenancy Registration. ➢ Manage and process all data validation queries ensuring only one version of a dwelling address exists within the registration system. ➢ Management of the Registration process for Student Specific Accommodation (SSA), engaging with SSA providers, and managing SSA data sheets. Dispute Resolution The winning tenderer will be responsible for: ➢ Managing all dispute applications ➢ Application assessment and confirmation of all parties’ details ➢ Processing payment where necessary ➢ Ensuring timely correspondence with parties including processing adjournment and withdrawal requests where necessary. ➢ Providing high quality customer support and resolving customer queries. ➢ Document Management ➢ Data Entry ➢ Performance reporting and providing data insights for continuous improvement Compliance ➢ Manage the receipt of any Phone, Email or Post notifications of any potential infringements, apply an initial assessment and route to the appropriate team in RTB HQ Dublin. ➢ Assist in basic large volume data evaluation.
Place of performance: IE061

Lot: LOT-0001
Title: Single Party Framework for the Provision of Contact Centre and Document Management Services and Related Services


Details

Status:
Awarded
Procedure type:
Competitive Procedure with Negotiation
Sectors:
64000000 - Postal and telecommunications services
79000000 - Business services: law, marketing, consulting, recruitment, printing and security
Place of origin:
Ireland
Places of performance:
Ireland
Contract type:
Services
Publication date:
Jan 28, 2026
Created date:
Jan 29, 2026
Update date:
Oct 14, 2026

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