Contract notice
Section I: Contracting
authority
I.1) Name and addresses
CalMac Ferries Limited
Ferry Terminal
Gourock
PA19 1QP
UK
Contact person: Ryan Armour
Telephone: +44 1475650230
E-mail: Ryan.Armour@calmac.co.uk
NUTS: UKM
Internet address(es)
Main address: http://www.calmac.co.uk
Address of the buyer profile: https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA10923
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://www.publictendersscotland.publiccontractsscotland.gov.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://www.publictendersscotland.publiccontractsscotland.gov.uk
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at:
https://www.publictendersscotland.publiccontractsscotland.gov.uk
I.4) Type of the contracting authority
Other: Ferry Operator
I.5) Main activity
Other: Ferry Operator
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Customer Experience Measurement Solution
Reference number: CSCO25-662
II.1.2) Main CPV code
79342310
II.1.3) Type of contract
Services
II.1.4) Short description
CFL are looking to partner with a Supplier who will not only provide the technology to apply best practice Customer Experience measurement but will also support the full customer research framework and leverage advances in AI to ensure we obtain rich and actionable summaries of our customer feedback.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
79342310
II.2.3) Place of performance
NUTS code:
UKM
II.2.4) Description of the procurement
CFL are looking to partner with a Supplier who will not only provide the technology to apply best practice CX measurement but will also support the full customer research framework and leverage advances in AI to ensure we obtain rich and actionable summaries of our customer feedback.
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:
Two 12-month extension options
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 6
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 III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
Please see Tender documentation and PCS-T
III.1.2) Economic and financial standing
List and brief description of selection criteria:
1- Return on Capital Employed: must be at a ratio greater than “0”
2- Acid Test (Current Ratio): Current Ratio must be greater than “1”
3- Gearing: Gearing must be a figure of less than 100%
4- Interest Coverage: Interest Coverage must be a figure of 2 or abov
Minimum level(s) of standards required:
1- Return on Capital Employed: must be at a ratio greater than “0”
2- Acid Test (Current Ratio): Current Ratio must be greater than “1”
3- Gearing: Gearing must be a figure of less than 100%
4- Interest Coverage: Interest Coverage must be a figure of 2 or abov
III.1.3) Technical and professional ability
List and brief description of selection criteria:
Selection criteria as stated within the Tender documentation and PCS-T.
Minimum level(s) of standards required:
Selection criteria as stated within the Tender documentation and PCS-T.
III.2) Conditions related to the contract
III.2.2) Contract performance conditions
See Tender documentation.
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Restricted procedure
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement with a single operator.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
13/08/2026
Local time: 12:00
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date:
13/08/2026
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.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3) Additional information
The buyer is using PCS-Tender to conduct this PQQ exercise. The Project code is 32223. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343
(SC Ref:835949)
VI.4) Procedures for review
VI.4.1) Review body
Scottish Courts and Tribunals Services
Scottish Courts and Tribunals Services
Greenock
PA15 1TR
UK
VI.5) Date of dispatch of this notice
13/07/2026