Tender for the provision of Customer Contact Management Services to Coimisiún na Meán

Description

Coimisiún na Meán has a range of responsibilities including dealing with queries and complaints in respect to our regulatory remit which extends to setting standards, rules and codes for the different types of media services under the jurisdiction of the Irish State and our role as Ireland’s Digital Service Coordinator (DSC) under the Digital Services Act (DSA) . An Coimisiún’s vision for its contact management service is to offer a quality customer centric offering that is simple and easy to access and that evolves as our regulatory measures are in place. In summary, an Coimisiún is seeking a partner to handle contacts from 17th February 2024. The service will involve dealing with queries and logging complaints initially and undertaking triage with escalations to An Coimisiún's head office ("head office") as relevant. This role will may expand to dealing with complaints in the future and escalating them directly to a Platform /Service Provider if appropriate. Complainants may contact us from throughout Europe and therefore in addition to English and Irish we require the facility to translate into English any European contacts. The type of issues in respect to online safety and harm may be difficult for all impacted and it is vital that out agents can communicate with complainants in a courteous, caring manner in respect to Codes and an Coimisiún’s regulatory remit. The envisaged duration of the contract is 24 months with Coimisiún na Meán reserving the right to extend the Term for a period or periods of up to twelve months with a maximum of two such extension or extensions on the same terms and conditions, subject to An Coimisiún’s obligations at law.