Ireland – Driving-test services – ET2604 - Provision of Driver Theory Test and National Driver Licence Services

The Road Safety Authority (Authority) is responsible for providing the Driver Theory Test Services (DTTS) in Ireland through which the Authority ensures that all potential drivers demonstrate essential knowledge of road rules, risk perception, hazard awareness and safe driving practices as part of the licensing process. The Authority is also responsible for providing the National Driver Licence Service (NDLS) in Ireland. NDLS is responsible for the provision of learner permits and driving licences in Ireland including issuance, renewals, category changes, replacement and exchange application for foreign licences. The Authority intends to procure a supplier to provide the DTTS and NDLS services under a new fully integrated contract with this integrated service transformation underpinned by a technology solution that aims to integrate, streamline and improve access to online services with an improved customer registration and application experience. The supplier will be responsible for providing services for the delivery of all types of driver theory tests, driving licences and learner permits in Ireland. This new contract will also include integrated customer support services. Under this integrated DTTS and NDLS service contract there will be a requirement for a consolidated real estate network of Authority centres. Each centre will integrate both DTTS and NDLS service delivery, allowing them to operate from within a single, combined facility. The consolidation aims to create efficiencies, optimise resource utilisation, and enhance customer experience and convenience while ensuring that high standards of customer service quality are maintained. There is a requirement to have at least one centre in each county. These centres should be strategically located to ensure that 95% of the population resides within 50 km of an Authority centre. Furthermore, each centre must be within 0.5 km of a public transport link, facilitating accessibility for all customers. The real estate network should be designed and established to be flexible that can adjust to changes in future NDLS and DTTS service demand over the contract period. Currently, approximately 60% of applications are processed online, and this number is anticipated to grow as users switch to the online channel, reducing the volume of applications handled at physical locations over time. On the other hand, for DTTS, the possibility of the introduction of hazard prediction and other driver education technology testing could increase footfall, while the possibility of the introduction of remote proctoring could lead to a decrease in footfall at Authority centres for DTTS customers. Hence the real estate network needs to be able to flex for these and any other future changes while ensuring it continues to meet required service levels. Through this notice, the Authority wishes to inform the market that it is commencing the procurement of a contract to provide the combined DTTS and NDLS service. The process will be held under the Award of Concession Contracts Regulations and will be akin to a competitive dialogue procedure with a pre-qualification questionnaire stage, followed by an invitation to participate in competitive dialogue to shortlisted candidates. The Authority intends to shortlist three candidates at the pre-qualification stage, however the Authority reserves the right to shortlist additional candidates. As part of the evaluation, among other requirements, interested candidates will be required to submit financial statements for each of the last two to three financial years for entities that are proposed as shareholders and if separate entities, the entities proposed to provide the DTTS services and the NDLS services. Interested candidates will be required to demonstrate how their experience can support the following or similar areas through the submission of case studies: • Design, development, implementation and operation of the following: o NDLS o DTTS o Customer Support Services • Transition of Services • Management of real estate network Interested candidates will be required to submit case studies of where it has provided the above listed services in the seven years preceding the date of publication of the Contract Notice. Interested parties should note that card production of driving license and learner permits (also including the provision of tachograph cards and may also include certificate of professional competency or approved driving instructor cards) will be a procured by way of a separate procurement process.