The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The NTA is seeking to engage a suitable party to provide the following services:
— to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC;
— to deliver a solution set to enable the CCC to meet its desired business outcomes and enable the CCC to meet business SLAs and KPIs;
— manage the running of the CCC and corresponding processes and systems to support all customer interaction;
— to drive continuous improvement across the CCC to maximise customer experience and efficiency;
— to achieve and maintain compliance in relation to PCI, GDPR, Irish language and security standards;
— to manage operational risks; and
— to enable the NTA to meet its accessibility requirements.
Further details are provided in the pre-qualification documents attached to this contract notice.
Deadline
The time limit for receipt of tenders was 2021-01-25.
The procurement was published on 2020-12-09.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“Provision of Contact Centre Services (Located On The Island Of Ireland) Including Associated Software Solutions
DEC181293-2020”
Products/services: Call centre📦
Short description:
“The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For...”
Short description
The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The NTA is seeking to engage a suitable party to provide the following services:
— to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC;
— to deliver a solution set to enable the CCC to meet its desired business outcomes and enable the CCC to meet business SLAs and KPIs;
— manage the running of the CCC and corresponding processes and systems to support all customer interaction;
— to drive continuous improvement across the CCC to maximise customer experience and efficiency;
— to achieve and maintain compliance in relation to PCI, GDPR, Irish language and security standards;
— to manage operational risks; and
— to enable the NTA to meet its accessibility requirements.
Further details are provided in the pre-qualification documents attached to this contract notice.
As part of it’s customer contact strategy, the National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The CCC will be the primary customer service contact point for services provided by the transport operators, some ticketing service providers and some ticketing offerings controlled by the NTA such as mTicketing, Taxsaver and Next Generation Ticketing. The NTA is seeking to engage a suitable party to provide the following services:
• to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC to support the travelling customer;
• to deliver a solution set to enable the CCC to meet its desired business outcomes, support business processes and enable the CCC to meet business Service Level Agreements (SLA) and Key Performance Indicators (KPI);
• to manage the day-to-day running of the CCC and the corresponding processes and systems to support all customer interaction;
• to drive continuous improvement across the CCC and its stakeholder group in order to maximise customer experience and maximise efficiency;
• to achieve and maintain compliance in relation to Payment Card Industry (PCI) compliance, GDPR compliance, Irish language and security standards;
• to manage operational risks;
• to enable the NTA to meet its accessibility requirements; and
• to enable the NTA to offer contact centre services to commercial bus operators and other private services.
Candidates should note that it will be a condition of the contract that the Consolidated Contact Centre must be located on the island of Ireland. As the Consolidated Contact Centre will form an integral and important part of Ireland's public transport network, the NTA requires that the Consolidated Contact Centre is located on the island of Ireland.
This is to:
— facilitate its integration into the overall Irish public transport network;
— ensure the required level of communication, co-operation and co-ordination with the other stakeholders in that network including the NTA, transport operators and customers; and
— allow the NTA access to premises and staff to monitor service delivery and to ensure that services are delivered in a way that complies with all contractual requirements including KPIs.
Tenderers will be required to agree to this condition as part of their ITN submission at ITN stage and to comply with any other conditions as may be further explained in the tender documents.
Further details are provided in the pre-qualification documents attached to this contract notice.
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: 60
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals:
“It is anticipated that the term of the contract will be for five (5) years from the operational services start date, with options for the NTA to extend the...”
Description of renewals
It is anticipated that the term of the contract will be for five (5) years from the operational services start date, with options for the NTA to extend the contract. If the services are deemed to be satisfactory by the NTA, the contract may be extended for a period or periods, up to a maximum of five (5) years after the end of the fifth year. The option to extend rests solely with the NTA.
Show more Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates: As set out in the pre-qualification documents.
Description
Additional information:
“Candidates should note that it will be a condition of the contract that the CCC must be located on the island of Ireland, as the CCC will form an integral...”
Additional information
Candidates should note that it will be a condition of the contract that the CCC must be located on the island of Ireland, as the CCC will form an integral and important part of Ireland's public transport network. Tenderers will be required to agree to this condition as part of their ITN submission at ITN stage and to comply with any other conditions as may be further explained in the tender documents.
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions: As set out in the pre-qualification documents.
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: As set out in the procurement documents.
Procedure Type of procedure
Competitive procedure with negotiation
Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
Administrative information
Time limit for receipt of tenders or requests to participate: 2021-01-25
12:00 📅
Estimated date of dispatch of invitations to tender or to participate to selected candidates: 2021-04-20 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender must be valid until: 2022-03-02 📅
Complementary information Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
Additional information
“The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers relating to this contract award...”
The contracting authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers relating to this contract award procedure irrespective of the outcome of the competition, or if the competition is postponed or cancelled. All costs incurred by interested parties in participating in this competition must be borne by them.
Any contract award will be subject to a number of preconditions, including production of a current tax clearance certificate or tax clearance statement from the Revenue Commissioners in Ireland.
The contracting authority may terminate this competition (or any part thereof), change the basis of and the procedures for the bidding process, at any time, or procure the project by alternative means if it appears that the project can thereby be more advantageously procured. The most economically advantageous or any tender will not automatically be accepted.
Refer to pre-qualification documents for further information.
Show more Review body
Name: High Court of Ireland
Postal address: Four Courts, Ground Floor, (East Wing), Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
E-mail: highcourtcentraloffice@courts.ie📧
Fax: +353 18886125 📠
URL: http://www.courts.ie🌏 Review procedure
Precise information on deadline(s) for review procedures:
“As set out in S.I. No 130/2010 European Communities (Public Authorities' Contracts) (Review Procedures) Regulations 2010 (in particular Regulation 7 thereof).”
Source: OJS 2020/S 243-602078 (2020-12-09)
Additional information (2021-01-19) Object Scope of the procurement
Short description:
“The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For...”
Short description
The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The NTA is seeking to engage a suitable party to provide the following services:
— to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC;
— to deliver a solution set to enable the CCC to meet its desired business outcomes and enable the CCC to meet business SLAs and KPIs;
— to manage the running of the CCC and corresponding processes and systems to support all customer interaction;
— to drive continuous improvement across the CCC to maximise customer experience and efficiency;
— to achieve and maintain compliance in relation to PCI, GDPR, Irish language and security standards;
— to manage operational risks; and
— to enable the NTA to meet its accessibility requirements.
Further details are provided in the pre-qualification documents attached to this contract notice.
Complementary information Original notice reference
Notice number in the OJ S: 2020/S 243-602078
Changes Text to be corrected in the original notice
Section number: IV.2.2)
Place of text to be modified: Time limit for receipt of tenders or requests to participate
Old value
Date: 2021-01-25 📅
Time: 12:00
New value
Date: 2021-02-01 📅
Time: 12:00
Source: OJS 2021/S 015-034099 (2021-01-19)
Contract award notice (2023-12-05) Contracting authority Name and addresses
Postal address: Dun Sceine
Postal town: Dublin
Contact person: Niamh Bennett
E-mail: niamh.bennett@nationaltransport.ie📧
Object Scope of the procurement
Short description:
“The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For...”
Short description
The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The NTA is seeking to engage a suitable party to provide the following services: to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC; to deliver a solution set to enable the CCC to meet its desired business outcomes and enable the CCC to meet business SLAs & KPIs; to manage the running of the CCC and corresponding processes and systems to support all customer interaction; to drive continuous improvement across the CCC to maximise customer experience & efficiency; to achieve & maintain compliance in relation to PCI, GDPR, Irish language and security standards; to manage operational risks; and to enable the NTA to meet its accessibility requirements. Further details are provided in the pre-qualification documents attached to this contract notice.
Show more
Total value of the procurement (excluding VAT): EUR 42 000 000 💰
Description
Main site or place of performance: Island of Ireland
Description of the procurement:
“As part of it’s customer contact strategy, the National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the...”
Description of the procurement
As part of it’s customer contact strategy, the National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The CCC will be the primary customer service contact point for services provided by the transport operators, some ticketing service providers and some ticketing offerings controlled by the NTA such as mTicketing, Taxsaver and Next Generation Ticketing. The NTA is seeking to engage a suitable party to provide the following services: • to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC to support the traveling customer; • to deliver a solution set to enable the CCC to meet its desired business outcomes, support business processes and enable the CCC to meet business Service Level Agreements (SLA) and Key Performance Indicators (KPI); • to manage the day-to-day running of the CCC and the corresponding processes and systems to support all customer interaction; • to drive continuous improvement across the CCC and its stakeholder group in order to maximise customer experience and maximise efficiency; • to achieve and maintain compliance in relation to Payment Card Industry (PCI) compliance, GDPR compliance, Irish language and security standards; • to manage operational risks; • to enable the NTA to meet its accessibility requirements; and • to enable the NTA to offer contact centre services to Commercial Bus Operators and other private services.
Candidates should note that it will be a condition of the Contract that the Consolidated Contact Centre must be located on the island of Ireland. As the Consolidated Contact Centre will form an integral and important part of Ireland's public transport network, the NTA requires that the Consolidated Contact Centre is located on the island of Ireland. This is to: facilitate its integration into the overall Irish public transport network;
ensure the required level of communication, co-operation and co-ordination with the other stakeholders in that network including the NTA, transport operators and customers; and
allow the NTA access to premises and staff to monitor service delivery and to ensure that services are delivered in a way that complies with all contractual requirements including KPIs.
Tenderers will be required to agree to this condition as part of their ITN submission at ITN stage & to comply with any other conditions as may be further explained in the tender documents.
Further details are provided in the pre-qualification documents attached to this contract notice.
Show more Award criteria
Price
Description
Additional information:
“Candidates should note that it will be a condition of the Contract that the CCC must be located on the island of Ireland,as the CCC will form an...”
Additional information
Candidates should note that it will be a condition of the Contract that the CCC must be located on the island of Ireland,as the CCC will form an integral&important part of Ireland's public transport network. Tenderers will be required to agree to this condition as part of their ITN submission at ITN stage&to comply with any other conditions as may be further explained in the tender documents.
Procedure Administrative information
Previous publication concerning this procedure: 2020/S 243-602078
Award of contract
1️⃣
Contract Number: 1
Title: Provision of Contact Centre Services including Associated Software Solutions
Date of conclusion of the contract: 2023-11-20 📅
Information about tenders
Number of tenders received: 2
Number of tenders received by electronic means: 2
Name and address of the contractor
Name: Capita Customer Solutions Limited
National registration number: 377757
Postal address: Unit B, West Cork Business and Technology Park
Postal town: Clonakilty
Country: Ireland 🇮🇪
Phone: +353 864110186📞
E-mail: kieran.platt@capita.com📧
Region: Southern🏙️
URL: http://www.capita.com🌏
The contractor is an SME
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 42 000 000 💰
Complementary information Review procedure
Precise information on deadline(s) for review procedures:
“As set out in S.I. No. 130/2010 European Communities (Public Authorities' Contracts) (Review Procedures) Regulations 2010 (in particular Regulation 7 thereof).”
Source: OJS 2023/S 237-744167 (2023-12-05)