II.2.3) Place of performance
NUTS code:
UKM
II.2.4) Description of the procurement
Company Info:
Caledonian MacBrayne is a trading name of CalMac Ferries Limited, which was incorporated in May 2006 (SC302282). CalMac Ferries Limited (hereinafter CalMac), incorporating Argyll Ferries Limited, is a wholly owned subsidiary of David MacBrayne Limited, the holding group of companies which is wholly owned by Scottish Ministers.
CalMac Ferries Ltd (CalMac) operates a fleet of 34 vessels across a network of 50 routes serving island and remote mainland communities. It is the UK's largest ferry operator. In 2019 CalMac carried more than 5.6 million passengers and around 1.4 million vehicles.
CalMac operates a high-quality service, which is safe, reliable and affordable, focusing on customers’ needs and comfort. CalMac is committed to the highest management standards and aims to be acknowledged as the leading ferry company in the UK, providing value for money, supporting the economy and protecting the environment.
A strength of CFL service provision is our onboard food and drink offer. CFL prides itself on sourcing locally-produced provenance, and that all its food is prepared freshly onboard vessels. A key business objective is to maximise revenues through the onboard offer and encourage uptake as much as possible from passengers.
We serve a wide range of customers from islanders, commuters, stakeholder groups, leisure travellers from Scotland, UK and rest of the world and commercially B2B and B2B2C customers which includes Haulier and Travel Trade businesses.
Our customers can be broadly grouped under three main categories:
- Lifeline passengers
- Commercial
- Leisure travellers
Our vision:
Caledonian MacBrayne’s purpose is to navigate the waters ensuring life thrives wherever we are. To sail Caledonian MacBrayne on the west coast of Scotland is to be connected so profoundly you’ll never leave. Looked after and guided by our insider’s love and understanding of the places and people we serve. We are the heart and soul of west coast life, smoothing this remote and rugged region, our home, into the warmest of welcomes.
Delivering our values People First, Locality and Bravery we will measure customer experience as defined by the 6 Pillars of Customer Experience Excellence across customer touchpoints throughout the customer journey. We want to inspire and motivate our people to be the best they can and to feel valued for making a significant contribution to our customers, communities and our business. In addition to this we want to encourage local teams to take more ownership of the customer experience that they can control and manage.
We will enable this by using robust analytics and research methodologies to deliver an industry leading customer insight service into the business, making recommendations, driving strategies, and facilitating confident ‘data led’ decision making at all levels.
We will create a Customer Insight Hub and amongst others this will include live customer experience tracking, reports, dashboards and scorecards.
We currently run monthly single channel surveys the audience for which comes from our Customer Relationship Management system. As not all routes are bookable and there is no requirement for foot passengers to book on bookable routes there is only a partial customer view. In addition to the regular surveys adhoc/event driven research is also carried out.
With the CX Measurement project we intend to move to an ‘always on’ approach to capture customer sentiment at all customer touchpoints (Contact Centre, website, service communications, port, onboard and retail experience). This will use a range of channels to ensure a representative audience and in addition to this combine with operational data to give true context to results. We envisage the system will use sophisticated text analytics to ‘deep dive’ into free text comments uncovering the true reasons and themes within customer sentiment.
II.2.5) Award criteria
Criteria below:
Quality criterion: Quality
/ Weighting: 40
Price
/ Weighting:
60
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 24
This contract is subject to renewal: Yes
Description of renewals:
This contract shall operate for a term of 2 years with the option to extend for an additional two 12 month periods.
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 3
Objective criteria for choosing the limited number of candidates:
The Procurement will be conducted through the use of the Competitive Procedure with Negotiation. All queries about this procurement must be made via the PCS-T messaging system.
The process we will apply is:
Statements including the specific requirements can be found within Section III.1.3 of the Contract Notice.
Bidders must pass the minimum standards sections of the SPD.
Part III and Section B and D of Part IV will be scored on a pass/fail basis, and section C of part IV of the SPD will be scored in the following way:
Part 4C of the SPD will be scored using the following methodology:
100- Excellent. Response is completely relevant and excellent overall. The response is comprehensive, unambiguous and demonstrates
thorough experience, knowledge or skills/capacity/capability relevant to providing similar services to similar clients.
75 - Good. Response is relevant and good. The response is sufficiently detailed to demonstrate a good amount of experience, knowledge or skills/capacity/capability relevant to providing similar services to similar clients.
50 - Acceptable. Response is relevant and acceptable. The response demonstrates broad previous experience, knowledge and skills/capacity/capability but may lack in some aspects of similarity e.g. previous experience, knowledge or skills may not be of a similar
nature.
25 - Poor. Response is partially relevant but generally poor. The response shows some elements of relevance to the criterion but contains insufficient/limited detail or explanation to demonstrate
previous relevant experience/ capacity/capability.
0 - Unacceptable. Nil or inadequate response. Fails to demonstrate previous experience/capacity/capability relevant to this criterion.
The responses to the questions at Section III.1.3 of the Contract Notice will be weighted in the following way. Please see SPD Question 4C: 100%. A full breakdown of the sub-criteria is provided at III.1.3.
CFL will take a minimum of three highest scoring bidders through and they will be invited to submit a tender.
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
II.2.14) Additional information
Economic operators may be excluded from this competition if they are in any of the situations referred to in regulation 58 of the Public Contracts (Scotland) Regulations 2015.