Section one: Contracting authority
one.1) Name and addresses
ARRIVA UK TRAINS LIMITED
ADMIRAL WAY
SUNDERLAND
SR33XP
Contact
Maeve MOLLOY
Country
United Kingdom
Region code
UK - United Kingdom
Companies House
03166214
Internet address(es)
Main address
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Other type
Private Limited Company
one.5) Main activity
Other activity
General Public Services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Tender for the Provision of Customer Contact Centre Managed Service
Reference number
AUKT/ITT/CCC/270125
two.1.2) Main CPV code
- 79342300 - Customer services
two.1.3) Type of contract
Services
two.1.4) Short description
Tender is being conducted for the provision of a customer contact centre-managed service for Train Operating Companies (TOCs) Chiltern and Grand Central. This will include providing agents to assist our customers with telesales, web support, passenger assistance, NRE transfer, emails, and refunds. (Retail or Transport experience is required).
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
The managed service needs to provide agents within the UK or EU.
two.2.4) Description of the procurement
Arriva UK Trains (AUKT) is running a tender for the provision of a Customer Contact Centre-managed service on behalf of Train Operating Companies (TOCs) Chiltern and Grand Central.
AUKT defines the Customer Contact Centre services as providing seamless support across various communication channels, including phone, and email for, telesales, web aftersales support, assisted travel, transfers from NRE, refund processing for online and telesales and ad hoc overflow for customer relations. The average volume per month for Chiltern is 1000 calls, and for Grand Central's is 1200 calls, across various touch points.
The Customer Contact Centre must support various communication channels, including live chat, social media, and the use of AI in responding to basic queries in the future for Grand Central and Chiltern.
AUKT requires the service to be able to manage increases/decreases in volumes over time with a multi-skilled team, in order to meet our required SLAs.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.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
This would be subject to commercial and performance criteria being achieved.
Duration 3 years with an option to extend for an additional 2 years.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Restricted procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
28 February 2025
Local time
5:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.3) Additional information
Please confirm your expression of interest via email to molloym@arrivatrains.co.uk before the 5:00pm on the 28/02/2025.
six.4) Procedures for review
six.4.1) Review body
Arriva UK Trains
London
Country
United Kingdom