Prior information notice
This notice is for prior information only
Section I: Contracting
authority
I.1) Name and addresses
Transport for London
5 ENDEAVOUR SQUARE
LONDON
E201JN
UK
Contact person: James Inchbald
Telephone: +44 7960549041
E-mail: jamesinchbald@tfl.gov.uk
NUTS: UKI
Internet address(es)
Main address: https://tfl.gov.uk/
I.3) Communication
Additional information can be obtained from the abovementioned address
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
Other: Transport
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Contact Centre Technology Innovation Trial
II.1.2) Main CPV code
48000000
II.1.3) Type of contract
Supplies
II.1.4) Short description
Transport for London (TfL) is undertaking an early market engagement exercise, by inviting potential suppliers to complete a Market Sounding Questionnaire (MSQ) for an upcoming Contact Centre Technology innovation trial.
TfL is exploring how through the use of new technology, it can make improvements in the contact centre through :
• Handling the increased demand coming into the contact centres
• Reducing the demand coming into our contact centres
• Maximising the use of current and new data to produce strategic insights on TfL customers and contact centre performance
• Improve our customer's experience as well as the experience of contact centre advisors
Therefore, TfL is seeking innovative solutions that can overcome some of these challenges.
To receive the MSQ please email MSQinnovation@tfl.gov.uk expressing your interest with the email subject heading of Contact Centre Technology MSQ Request [include your company name]. To submit your MSQ please also email MSQinnovation@tfl.gov.uk using the subject heading Contact Centre Technology MSQ Response [include your company name].
Please can you express your interest by emailing MSQinnovation@tfl.gov.uk by close of play 4th April 2024 to be gain access to the MSQ event. The last date that MSQ submissions shall be accepted is 10th April 2024.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.2) Additional CPV code(s)
72000000
79342300
79342320
II.2.3) Place of performance
NUTS code:
UKI
II.2.4) Description of the procurement
TfL's Contact Centre Operations is comprised of an internal TfL contact centre and three outsourced partners.
TfL is exploring how, through the use of new technologies, it can better
• handle the demand coming into our contact centres?
• reduce the demand coming into our contact centres?
• maximise the use of current and new data to drive strategic insights?
• improve our customer's experience
TfL is seeking innovative solutions that can overcome some of the challenges it faces as well as which can offer the most substantial value.
Suppliers will be able to inform TfL if they have solutions based on the following 5 capabilities:
1. Self-service Chatbots: A first point of contact to resolve TfL customer issues through self-serving our customers, where possible
2. Omni-channel / New Channels: A capability offering new and diverse methods of communication for TfL customers, such as WhatsApp, as well as the ability to collect and analyse data from across multiple channels
3. Agent Assist: A capability to augment and improve the contact centre advisors' ability to respond to customers as well as improve their productivity
4. Case Management: A capability that utilises automation to triage and manage cases
TfL are also interested in any capabilities related to technology in contact centres that go beyond these 5 capabilities.
II.3) Estimated date of publication of contract notice:
02/09/2024
Section IV: Procedure
IV.1) Description
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
Section VI: Complementary information
VI.3) Additional information
TfL reserves the right without prior notice to amend the information provided, including, but not limited to, changing the timetable, the scope and nature of the procurement and the procurement process. In particular, TfL reserves the right to issue circulars to interested parties providing further information or supplementing and / or amending the procurement process. In no circumstances shall TfL incur any liability in respect of any changes. This will be subject to the requirements of public law, the UK and EU procurement rules and Treaty on the functioning of the European Union rules and general principles.
TfL reserves the right without prior notice not to follow up the MSQ documents in any way or with any interested parties. TfL also reserves the right to terminate this process at any time without awarding a contract. TfL will not enter into a contract based solely on the responses to the MSQ document and no information contained within the MSQ document or in any communication made between TfL and any interested party in connection with the MSQ document shall be relied upon as constituting a contract or representation that any contract shall be offered.
VI.5) Date of dispatch of this notice
07/03/2024