The requirement is to develop a customer experience transformation programme to be delivered to all frontline, supervisors, support and management colleagues within the Train Operations function. This represents approx. 1,200 people.
Programme objectives include:
— embed the corporate value of ‘Customers at the Heart of our Business’ in the culture of the train operations part of the organisation,
— develop a process to ensure the sustainability of the value through smart goals.
Deadline
The time limit for receipt of tenders was 2019-09-17.
The procurement was published on 2019-08-15.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title: Customer Experience Development Programme
7336
Products/services: Business and management consultancy and related services📦
Short description:
“The requirement is to develop a customer experience transformation programme to be delivered to all frontline, supervisors, support and management...”
Short description
The requirement is to develop a customer experience transformation programme to be delivered to all frontline, supervisors, support and management colleagues within the Train Operations function. This represents approx. 1,200 people.
Programme objectives include:
— embed the corporate value of ‘Customers at the Heart of our Business’ in the culture of the train operations part of the organisation,
— develop a process to ensure the sustainability of the value through smart goals.
The requirement is to develop a customer experience transformation programme to be delivered to all frontline, supervisors, support and management colleagues within the train operations function. This represents approx. 1,200 people.
Programme objectives include:
— embed the corporate value of ‘Customers at the Heart of our Business’ in the culture of the train operations part of the organisation,
— develop a process to ensure the sustainability of the value through smart goals
Show more Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 24
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions:
“For full details, please download a copy of the attached pre-qualification questionnaire.” Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Conditions related to the contract
Contract performance conditions:
“For full details, please download a copy of the attached pre-qualification questionnaire.”
Procedure Type of procedure
Negotiated procedure with prior call for competition
Administrative information
Time limit for receipt of tenders or requests to participate: 2019-09-17
12:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Complementary information Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
Review body
Name: Central Office of the High Court
Postal address: Four Courts
Postal town: Dublin 7
Postal code: D07 N972
Country: Ireland 🇮🇪
Phone: +353 18886511📞
E-mail: highcourtcentraloffice@courts.ie📧
Fax: +353 18886125 📠
URL: http://www.courts.ie🌏 Service from which information about the review procedure may be obtained
Name: Central Office of the High Court
Postal address: Four Courts
Postal town: Dublin 7
Postal code: D07 N972
Country: Ireland 🇮🇪
Phone: +353 18886511📞
E-mail: highcourtcentraloffice@courts.ie📧
Fax: +353 18886125 📠
URL: http://www.courts.ie🌏
Source: OJS 2019/S 159-393521 (2019-08-15)
Contract award notice (2021-05-17) Contracting authority Name and addresses
Postal code: Dublin
Contact person: Thomas Conlon
E-mail: tommy.conlon@irishrail.ie📧
Object Scope of the procurement
Short description:
“The requirement is to develop a customer experience transformation programme to be delivered to all frontline, supervisors, support and management...”
Short description
The requirement is to develop a customer experience transformation programme to be delivered to all frontline, supervisors, support and management colleagues within the train operations function. This represents approx. 1 200 people.
Programme objectives include:
• embed the corporate value of ‘Customers at the Heart of our Business’ in the culture of the Train Operations part of the organisation;
• develop a process to ensure the sustainability of the value through SMART goals.
Show more Description
Description of the procurement:
“The requirement is to develop a Customer Experience Transformation Programme to be delivered to all frontline, supervisors, support and management...”
Description of the procurement
The requirement is to develop a Customer Experience Transformation Programme to be delivered to all frontline, supervisors, support and management colleagues within the Train Operations function. This represents approx. 1 200 people.
Programme objectives include:
• embed the corporate value of ‘Customers at the Heart of our Business’ in the culture of the Train Operations part of the organisation;
• develop a process to ensure the sustainability of the value through SMART goals.
Show more Award criteria
Quality criterion (name): Proposed methodology
Quality criterion (weighting): 30 %
Quality criterion (name): Professional skills and experience of proposed consultants
Quality criterion (weighting): 20 %
Cost criterion (name): Cost
Cost criterion (weighting): 50 %
Procedure Administrative information
Previous publication concerning this procedure: 2019/S 159-393521
Award of contract
1️⃣
Contract Number: 1
Title: Customer Experience Development Programme
Date of conclusion of the contract: 2021-04-27 📅
Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from other EU Member States: 4
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 4
Name and address of the contractor
Name: Systra Ltd
Postal town: Dublin
Postal code: D02 AY91
Country: Ireland 🇮🇪
Region: Éire/Ireland🏙️
The contractor is an SME
Source: OJS 2021/S 098-259593 (2021-05-17)