Provision of Contact Centre Services (Located On The Island Of Ireland) Including Associated Software Solutions

National Transport Authority

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:

• Capita Customer Solutions Limited

Who?

• National Transport Authority

What?

Where?

• United Kingdom › Northern Ireland
• Éire/Ireland

Procurement history

Date	Document
2020-12-09	Contract notice
2021-01-19	Additional information
2023-12-05	Contract award notice

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 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.

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: 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

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: National or federal Agency/Office
Awarding authority name: National Transport Authority
Postal address: Dun Sceine, Iveagh Court
Postal town: Harcourt Lane
Contact
Internet address: http://www.nationaltransport.ie 🌏
E-mail: orlagh.mcgowan@nationaltransport.ie 📧
Phone: +353 18798300 📞
Fax: +353 18798333 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=179294&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=179294&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2020-12-09 📅
Submission deadline: 2021-01-25 📅
Publication date: 2020-12-14 📅
Identifiers
Notice number: 2020/S 243-602078
OJ-S issue: 243
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.

Object
Scope of the procurement
Short description:

— to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC;

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— 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.

• 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.

Duration: 60 months
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.

Additional information:

Place of performance
Main site or place of performance: Island of IRELAND.

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: As set out in the pre-qualification documents.
Contract execution
Contract performance conditions: As set out in the procurement documents.

Procedure
Legal basis: 32014L0024
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates: As set out in the pre-qualification documents.
Time of receipt of tenders: 12:00
Date of dispatch of invitations: 2021-04-20 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 2022-03-02 📅

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Orlagh McGowan
Internet address: www.nationaltransport.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1149 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=179294&B=ETENDERS_SIMPLE 🌏

Reference
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 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.

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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.

Complementary information
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 📠
Internet address: http://www.courts.ie 🌏
Information about review deadlines:

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 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.

Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: Telephone operator services 📦

Reference
Dates
Date dispatched: 2021-01-19 📅
Submission deadline: 2021-02-01 📅
Publication date: 2021-01-22 📅
Identifiers
Notice number: 2021/S 015-034099
Refers to notice: 2020/S 243-602078
OJ-S issue: 15

Object
Scope of the procurement
Short description:

— to manage the running of the CCC and corresponding processes and systems to support all customer interaction;

Source: OJS 2021/S 015-034099 (2021-01-19)

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 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.

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

Contracting authority
Identity
Postal address: Dun Sceine
Postal town: Dublin
Contact
E-mail: niamh.bennett@nationaltransport.ie 📧

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 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.

Object
Scope of the procurement
Short description:

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;

+ 3 more

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.

Additional information:

Place of performance
Main site or place of performance: Island of Ireland

Award of contract
Date of contract conclusion: 2023-11-20 📅
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 📧
Country: Southern 🏙️
Internet address: http://www.capita.com 🌏
Total value of the procurement: 42 000 000 EUR 💰
Information about tenders
Number of tenders received: 2

Contracting authority
Contact
Contact point: Niamh Bennett

Complementary information
Review body
Information about review deadlines:

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)

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