SWR Customer Interaction Management Solution (CIM) (Ангилья - Тендер #38408160)

• Contract notice – utilities

Directive 2014/25/EU - Utility Directive

Directive 2014/25/EU

Section I: Contracting entity I.1) Name and addresses

FIRSTGROUP HOLDINGS LIMITED

02029363

8th Floor, The Point,37 North Wharf Road

LONDON

W21AF

UK

Contact person: Ejaz Kamal

Telephone: +44 2072910505

E-mail: ejaz.kamal@firstrail.com

NUTS: UKI32

Internet address(es)

Main address: http://www.firstgroupplc.com

I.3) Communication

Access to the procurement documents is restricted. Further information can be obtained at:

http://redirect.transaxions.com/events/UYo5P

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be sent to the abovementioned address

I.6) Main activity

Urban railway, tramway, trolleybus or bus services

Section II: Object II.1) Scope of the procurement II.1.1) Title

SWR Customer Interaction Management Solution (CIM)

II.1.2) Main CPV code

48445000

II.1.3) Type of contract

Supplies

II.1.4) Short description

FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.

II.1.5) Estimated total value

Value excluding VAT: 950 000.00 GBP

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description II.2.2) Additional CPV code(s)

48445000

II.2.3) Place of performance

NUTS code:

UKI

UKK

II.2.4) Description of the procurement

FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.

The existing legacy system, built around Microsoft Dynamics, has been in situ for the best part of a decade. The platform has minimal integration, no use of smart web forms to improve case indexing and requires a large amount of user input to move a case through each stage gate. With a basic customer view offering very limited information and a convoluted and complex operational environment. it is difficult to train new users. In addition, the ability to provide management information outside the defined ORR reporting is highly manual and requires specifically skilled staff to administer.

SWR are looking to partner with a supplier who not only has the technical capability to provide the solution we need to support the business but one who wants to work proactively with us to leverage the investment to the maximum level possible.

FirstGroup is looking for expressions of interest from suppliers that can deliver an integrated and multi-functional requirement to achieve FirstGroup"s vision of a single cloud solution.

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: 950 000.00 GBP

II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 36

This contract is subject to renewal: Yes

Description of renewals:

An option for a period of 2 years and a further period of up to 2 years.

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 IV: Procedure IV.1) Description IV.1.1) Type of procedure

Negotiated with call for competition

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: 09/03/2023

Local time: 14:00

IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 29/03/2023

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.3) Additional information

- no PQQ documentation will be available until shortly after the expiry of this Contract Notice

- only suppliers shortlisted at the PQQ Stage will receive a copy of the Tender.

VI.4) Procedures for review VI.4.1) Review body

FirstGroup Holding Limited

London

UK

VI.5) Date of dispatch of this notice

08/02/2023

Information added to the notice since publication.

Additional information added to the notice since it"s publication. Commodity Categories Commodity Categories
Delivery Locations Delivery Locations
Alert Region Restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

Alert Region Restrictions

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