Contract notice – utilities
Section I: Contracting
entity
I.1) Name and addresses
London North Eastern Railway Ltd
04659712
East Coast House. 25 Skeldergate
York
YO1 6DH
UK
Contact person: Annie Bradbury
E-mail: annie.bradbury@lner.co.uk
NUTS: UK
Internet address(es)
Main address: www.lner.co.uk
Address of the buyer profile: www.lner.co.uk
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://supplierlive.proactisp2p.com/Account
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
https://supplierlive.proactisp2p.com/Account
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://supplierlive.proactisp2p.com/Account
I.6) Main activity
Railway services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
CRM System
Reference number: DN152
II.1.2) Main CPV code
48000000
II.1.3) Type of contract
Supplies
II.1.4) Short description
To procure a CRM tool for the customer services teams to enable them to service customers queries.
II.1.5) Estimated total value
Value excluding VAT:
1 600 000.00
GBP
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:
Across the LNER business no one location — looking at a cloud based system.
II.2.4) Description of the procurement
Our vision is to deliver high quality customer interactions across all our work channels. This will be provided by a CRM solution that will allow LNER to be proactive in our communications with our customers and reporting/telling a story to the business.
Currently LNER’s customer contact centre uses a CRM solution from TSG known as ‘Traveller’.
Aims of the project
Our vision is to deliver high quality interactions with our customers across multiple channels, ensuring we put the customer at the heart of everything we do. All systems and processes must be simple, clear, and easy to use for our colleagues, to maximise the experience, we deliver for our customers whilst driving a culture of continuous improvement for both colleagues and customers.
Business needs
The solution will need to be, but not limited to:
• a fully hosted and managed solution. Including single sign on, Two Factor Auth;
• be fully compliant with data security standards such as (but not limited to) ISO27001, PCI DSS, GDPR and the Data Protection Act;
• API capability to existing and future LNER systems, including, but not limited to the customer experience management system and central booking engine which will support the development of a single customer view required, along with seamless integration to or rail industry systems;
• simplicity for LNER colleague use and experience (work-flow, processes of use, user-interface, user-feedback) in day-to-day usage of the solution to help LNER put every customer at the heart of what we do;
• device agnostic capability (from corporate controlled devices) for LNER colleagues to access the solution onsite, offsite, or remotely, driven by user profiles, and following the relevant device and Security protocol;
• contact-management capability across all work types and channels (LNER OMNI Channel Approach);
• management information capability across all work types and channels;
• Office 365 integration (for mail flow integration), or any other required integration to the LNER operating environments. Must be done with least privilege.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
1 600 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 60
This contract is subject to renewal: No
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
The current contract expires on 30 July 2021 — there is an expectation that any new supplier will need to do some dual working with the incumbent during the mobilisation period.
Section III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
III.1.4) Objective rules and criteria for participation
Stated within the ITT instructions document.
III.2) Conditions related to the contract
III.2.2) Contract performance conditions
Will be agreed with the successful supplier as noted within the contractual information published.
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:
05/11/2020
Local time: 13:00
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date:
19/11/2020
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 3 (from the date stated for receipt of tender)
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.2) Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
VI.3) Additional information
Invoicing and payment will be done electronically, terms of payment can be found in the contractual document within the tender pack.
VI.4) Procedures for review
VI.4.1) Review body
London North Eastern Railway Ltd
East Coast House, 25 Skeldergate
York
YO1 6DH
UK
E-mail: annie.bradbury@lner.co.uk
Internet address(es)
URL: www.lner.co.uk
VI.4.2) Body responsible for mediation procedures
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
Pre-qualification questionnaire published 7 October 2021
Submission of pre-qualification document 5 November 2020
ITT released to potential suppliers 19 November 2021
Last day to submit questions and request for clarification 11 December 2020
Questions answered and distributed to all suppliers 16 December 2020
Submission of tender 5 January 2021–13.00 GMT
Shortlisted supplier demos/presentations 9–11 January 2021
Tender evaluation completed by 17 February 2021
Contract award by 15 March 2021
Project start up meeting TBC
VI.4.4) Service from which information about the review procedure may be obtained
Lndon North Eastern Railway Ltd
East Coast House, 25 Skeldergate
York
YO1 6DH
UK
VI.5) Date of dispatch of this notice
02/10/2020