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:
Contract notice (2020-12-09) Object Scope of the procurement
Title: Call centre
Reference number: DEC181293-2020
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:
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Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Call centre📦
Additional CPV: Contact management software package📦 Place of performance
NUTS region: Northern Ireland 🏙️
Procedure
Procedure type: Competitive procedure with negotiation
Type of bid: Submission for all lots
Award criteria
The most economic tender
“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...”
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.
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Source: OJS 2020/S 243-602078 (2020-12-09)
Additional information (2021-01-19) Object Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: Telephone operator services📦
Contract award notice (2023-12-05) 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.
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Total value of the procurement: 42 000 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Award criteria
Lowest price
Reference Dates
Date dispatched: 2023-12-05 📅
Publication date: 2023-12-08 📅
Identifiers
Notice number: 2023/S 237-744167
OJ-S issue: 237
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...”
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.
Show more
Source: OJS 2023/S 237-744167 (2023-12-05)