Ops 5155/TC - Customer First Programme - Design, Development, Implementation and Maintenance

Iarnrod Eireann-Irish Rail

Customer First is a strategic programme for Iarnród Éireann which represents an ambitious vision to transform the quality of service provided to its customers by transforming the way in which customers access IÉ services. IÉ's vision is that its customers will value it for providing safe, reliable, consistent and competitive customer focused services which are easy to buy, easy to use, offer a quality and value for money experience that is the preferred option for the travelling public. IÉ has identified a number of strategic pillars specific to the delivery of future revenue growth within the Customer First Programme. These are:
— To better understand customers
— Develop strong Revenue Management capability
— Provide quality Customer Relationship Management
— Drive Ancillary Revenues
— Promote Public Transport
The Customer First Programme is a strategic revenue generation programme for IÉ which represents a vision to transform the quality of engagement and services provided to its customers. IÉ is now seeking to procure the services of a multi-disciplinary ICT (Information Communications & Technology) project team experienced in the design, development, implementation & maintenance of all the following systems:
Revenue Management
Customer Relationship Management (CRM)
Revenue Settlement/Reporting
Seat Reservations
Booking Office Machines
Integration

Deadline

The time limit for receipt of tenders was 2014-03-21. The procurement was published on 2014-02-07.

Suppliers

The following suppliers are mentioned in award decisions or other procurement documents:

Who? What? Where?
Procurement history
Date Document
2014-02-07 Contract notice
2014-12-08 Contract award notice
Contract notice (2014-02-07)
Object
Scope of the procurement
Title: Office and computing machinery, equipment and supplies except furniture and software packages
Quantity or scope:
Customer First is a strategic programme for Iarnród Éireann which represents an ambitious vision to transform the quality of service provided to its customers by transforming the way in which customers access IÉ services. IÉ's vision is that its customers will value it for providing safe, reliable, consistent and competitive customer focused services which are easy to buy, easy to use, offer a quality and value for money experience that is the preferred option for the travelling public. IÉ has identified a number of strategic pillars specific to the delivery of future revenue growth within the Customer First Programme. These are:— To better understand customers— Develop strong Revenue Management capability— Provide quality Customer Relationship Management— Drive Ancillary Revenues— Promote Public TransportThe Customer First Programme is a strategic revenue generation programme for IÉ which represents a vision to transform the quality of engagement and services provided to its customers. IÉ is now seeking to procure the services of a multi-disciplinary ICT (Information Communications & Technology) project team experienced in the design, development, implementation & maintenance of all the following systems:Revenue ManagementCustomer Relationship Management (CRM)Revenue Settlement/ReportingSeat ReservationsBooking Office MachinesIntegration
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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Office and computing machinery, equipment and supplies except furniture and software packages 📦

Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for one lot only
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: Iarnrod Eireann-Irish Rail
Postal address: Railway Undertaking Procurement Dept, Inchicore
Postal code: 8
Postal town: Dublin
Contact
E-mail: tommy.conlon@irishrail.ie 📧
Phone: +353 879816887 📞

Reference
Dates
Date dispatched: 2014-02-07 📅
Submission deadline: 2014-03-21 📅
Publication date: 2014-02-12 📅
Identifiers
Notice number: 2014/S 030-049098
OJ-S issue: 30
Additional information
To receive more information about this tender, including any amendments and/or clarifications and to request any clarifications and/or to respond to this tender, you must register your interest to this tender on the following site: https://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=73750&B=ETENDERS_SIMPLE
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Object
Scope of the procurement
Short description:
Customer First is a strategic programme for Iarnród Éireann which represents an ambitious vision to transform the quality of service provided to its customers by transforming the way in which customers access IÉ services. IÉ's vision is that its customers will value it for providing safe, reliable, consistent and competitive customer focused services which are easy to buy, easy to use, offer a quality and value for money experience that is the preferred option for the travelling public. IÉ has identified a number of strategic pillars specific to the delivery of future revenue growth within the Customer First Programme. These are:
Show more
— To better understand customers
— Develop strong Revenue Management capability
— Provide quality Customer Relationship Management
— Drive Ancillary Revenues
— Promote Public Transport
The Customer First Programme is a strategic revenue generation programme for IÉ which represents a vision to transform the quality of engagement and services provided to its customers. IÉ is now seeking to procure the services of a multi-disciplinary ICT (Information Communications & Technology) project team experienced in the design, development, implementation & maintenance of all the following systems:
Show more
Revenue Management
Customer Relationship Management (CRM)
Revenue Settlement/Reporting
Seat Reservations
Booking Office Machines
Integration
Lot number: 1
Title of the lot: Customer First Programme - Design, Development, Implementation & Maintenance
Duration: 36 months
Quantity or scope:
Customer First is a strategic programme for Iarnród Éireann which represents an ambitious vision to transform the quality of service provided to its customers by transforming the way in which customers access IÉ services. IÉ's vision is that its customers will value it for providing safe, reliable, consistent and competitive customer focused services which are easy to buy, easy to use, offer a quality and value for money experience that is the preferred option for the travelling public. IÉ has identified a number of strategic pillars specific to the delivery of future revenue growth within the Customer First Programme. These are:
Show more
— To better understand customers
— Develop strong Revenue Management capability
— Provide quality Customer Relationship Management
— Drive Ancillary Revenues
— Promote Public Transport
The Customer First Programme is a strategic revenue generation programme for IÉ which represents a vision to transform the quality of engagement and services provided to its customers. IÉ is now seeking to procure the services of a multi-disciplinary ICT (Information Communications & Technology) project team experienced in the design, development, implementation & maintenance of all the following systems:
Show more
Revenue Management
Customer Relationship Management (CRM)
Revenue Settlement/Reporting
Seat Reservations
Booking Office Machines
Integration
Reference number: Ops 5155/TC
Place of performance
Main site or place of performance: Dublin.

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
As stated in the Pre Qualification Questionnaire (PQQ). The PQQ is available to be downloaded fromwww.etenders.gov.ie Registration of this site is free and once registered you can locate the notice follow theinstructions and upon noting your interest you will be forwarded the PQQ. Should you have any problems withthis process contact the person named in the OJEU notice for assistance.
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Economic and financial standing:
As stated in the Pre Qualification Questionnaire (PQQ). The PQQ is available to be downloaded fromwww.etenders.gov.ie Registration of this site is free and once registered you can locate the notice follow theinstructions and upon noting your interest you will be forwarded the PQQ. Should you have any problems withthis process contact the person named in the OJEU notice for assistance.
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Technical and professional ability:
As stated in the Pre Qualification Questionnaire (PQQ). The PQQ is available to be downloaded fromwww.etenders.gov.ie Registration of this site is free and once registered you can locate the notice follow theinstructions and upon noting your interest you will be forwarded the PQQ. Should you have any problems withthis process contact the person named in the OJEU notice for assistance.
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Contract execution
Deposits and guarantees required:
As stated in the Pre Qualification Questionnaire (PQQ). The PQQ is available to be downloaded fromwww.etenders.gov.ie Registration of this site is free and once registered you can locate the notice follow theinstructions and upon noting your interest you will be forwarded the PQQ. Should you have any problems withthis process contact the person named in the OJEU notice for assistance.
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Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
As stated in the Pre Qualification Questionnaire (PQQ). The PQQ is available to be downloaded fromwww.etenders.gov.ie Registration of this site is free and once registered you can locate the notice follow theinstructions and upon noting your interest you will be forwarded the PQQ. Should you have any problems withthis process contact the person named in the OJEU notice for assistance.
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Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
As stated in the Pre Qualification Questionnaire (PQQ). The PQQ is available to be downloaded fromwww.etenders.gov.ie Registration of this site is free and once registered you can locate the notice follow theinstructions and upon noting your interest you will be forwarded the PQQ. Should you have any problems withthis process contact the person named in the OJEU notice for assistance.
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Procedure
Languages
Language: English 🗣️

Contracting authority
Contact
Contact point: Tommy Conlon

Complementary information
Review body
Name: The High Court The Chief Register
Postal address: Four Courts Inns Quay
Postal town: Dublin
Postal code: 8
Country: Ireland 🇮🇪
Source: OJS 2014/S 030-049098 (2014-02-07)
Contract award notice (2014-12-08)
Object
Notice metadata
Document type: Contract award notice
Regulation: European Union

Procedure
Type of bid: Not applicable

Contracting authority
Identity
Awarding authority type: Other
Postal address: Railway Undertaking Procurement Department, Inchicore
Contact
Phone: +353 17033713 📞

Reference
Dates
Date dispatched: 2014-12-08 📅
Publication date: 2014-12-11 📅
Identifiers
Notice number: 2014/S 239-421006
Refers to notice: 2014/S 30-049098
OJ-S issue: 239

Object
Scope of the procurement
Reference number: Ops 5155 TC

Award of contract
Date of contract conclusion: 2014-11-21 📅
Name: Cubic Transportation Systems Ltd
Postal address: AFC House, Honeycrock Lane, Salfords, Surrey
Postal town: Redhill
Postal code: RH1 5LA
Country: United Kingdom 🇬🇧
Information about tenders
Number of tenders received: 3

Contracting authority
Identity
Other type of contracting authority: Other

Complementary information
Review body
Name: The High Court
Postal address: Four Courts
Source: OJS 2014/S 239-421006 (2014-12-08)
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