Section one: Contracting entity
one.1) Name and addresses
FIRSTGROUP HOLDINGS LIMITED
8th Floor, The Point,37 North Wharf Road
LONDON
W21AF
Contact
Ejaz Kamal
Telephone
+44 2072910505
Country
United Kingdom
Region code
UKI32 - Westminster
Companies House
02029363
Internet address(es)
Main address
one.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 above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.6) Main activity
Urban railway, tramway, trolleybus or bus services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
SWR Customer Interaction Management Solution (CIM)
two.1.2) Main CPV code
- 48445000 - Customer Relation Management software package
two.1.3) Type of contract
Supplies
two.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.
two.1.5) Estimated total value
Value excluding VAT: £950,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 48445000 - Customer Relation Management software package
- JA02 - For computer software
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKK - South West (England)
two.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.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £950,000
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
An option for a period of 2 years and a further period of up to 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
Negotiated procedure with prior call for competition
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
9 March 2023
Local time
2:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
29 March 2023
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
- 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.
six.4) Procedures for review
six.4.1) Review body
FirstGroup Holding Limited
London
Country
United Kingdom