Contract notice
Section I: Contracting
authority
I.1) Name and addresses
ARRIVA UK TRAINS LIMITED
03166214
ADMIRAL WAY
SUNDERLAND
SR33XP
UK
Contact person: Maeve MOLLOY
E-mail: molloym@arrivatrains.co.uk
NUTS: UK
Internet address(es)
Main address: https://marketdojo.com/
I.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at:
https://marketdojo.com/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent to the abovementioned address
I.4) Type of the contracting authority
Other: Private Limited Company
I.5) Main activity
Other: General Public Services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Tender for the Provision of Customer Contact Centre Managed Service
Reference number: AUKT/ITT/CCC/270125
II.1.2) Main CPV code
79342300
II.1.3) Type of contract
Services
II.1.4) Short description
Tender is being conducted for the provision of a customer contact centre-managed service for Train Operating Companies (TOCs) Chiltern and Grand Central. This will include providing agents to assist our customers with telesales, web support, passenger assistance, NRE transfer, emails, and refunds. (Retail or Transport experience is required).
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UK
Main site or place of performance:
The managed service needs to provide agents within the UK or EU.
II.2.4) Description of the procurement
Arriva UK Trains (AUKT) is running a tender for the provision of a Customer Contact Centre-managed service on behalf of Train Operating Companies (TOCs) Chiltern and Grand Central.
AUKT defines the Customer Contact Centre services as providing seamless support across various communication channels, including phone, and email for, telesales, web aftersales support, assisted travel, transfers from NRE, refund processing for online and telesales and ad hoc overflow for customer relations. The average volume per month for Chiltern is 1000 calls, and for Grand Central's is 1200 calls, across various touch points.
The Customer Contact Centre must support various communication channels, including live chat, social media, and the use of AI in responding to basic queries in the future for Grand Central and Chiltern.
AUKT requires the service to be able to manage increases/decreases in volumes over time with a multi-skilled team, in order to meet our required SLAs.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 36
This contract is subject to renewal: Yes
Description of renewals:
This would be subject to commercial and performance criteria being achieved.
Duration 3 years with an option to extend for an additional 2 years.
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Restricted procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
28/02/2025
Local time: 17:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.3) Additional information
Please confirm your expression of interest via email to molloym@arrivatrains.co.uk before the 5:00pm on the 28/02/2025.
VI.4) Procedures for review
VI.4.1) Review body
Arriva UK Trains
London
UK
E-mail: molloym@arrivatrains.co.uk
VI.5) Date of dispatch of this notice
27/01/2025