Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
OFFICE OF RAIL AND ROAD
Office of Rail and Road
25 Cabot Square
London
E144QZ
UK
Contact person: Gayle Webster
Telephone: +44 2072823944
E-mail: gayle.webster@orr.gov.uk
NUTS: UKI42
Internet address(es)
Main address: www.orr.gov.uk
I.4) Type of the contracting authority
Ministry or any other national or federal authority, including their regional or local subdivisions
I.5) Main activity
Other: Regulator
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Rail Ombudsman Service
II.1.2) Main CPV code
79342300
II.1.3) Type of contract
Services
II.1.4) Short description
The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features:
a. free to consumers;
b. an impartial arbitrator for firms and consumers in resolving disputes;
c. run on a not for profit basis;
d. issues decisions that are binding on firms but not consumers; and
e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
4 951 460.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features:
a. free to consumers;
b. an impartial arbitrator for firms and consumers in resolving disputes;
c. run on a not for profit basis;
d. issues decisions that are binding on firms but not consumers; and
e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 70
Price
/ Weighting:
30
II.2.11) Information about options
Options:
Yes
Description of options:
5 year option period
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
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2023/S 000-002457
Section V: Award of contract
Contract No: ORR/CT/22-03
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
22/05/2023
V.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 1
Number of tenders received by electronic means: 1
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Dispute Resolution Ombudsman
08945616
Premier House 1st Floor, 1-5 Argyle Way
Stevenage
SG1 2AD
UK
NUTS: UKH2
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 4 951 460.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Office of Rail and Road
London
UK
VI.5) Date of dispatch of this notice
14/06/2023