Section one: Contracting authority
one.1) Name and addresses
ARRIVA UK TRAINS LIMITED
1 Admiral Way, Doxford International Business Park,
Sunderland
SR3 3XP
Contact
Tom Baker
Telephone
+44 7855104620
Country
United Kingdom
Region code
UKC2 - Northumberland and Tyne and Wear
Companies House
031666214
Internet address(es)
Main address
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
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
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Outsourced Delay Repay Software for XC Trains Limited (CrossCountry) & Grand Central Railway Company Limited (GC)
two.1.2) Main CPV code
- 48445000 - Customer Relation Management software package
two.1.3) Type of contract
Supplies
two.1.4) Short description
A private Procurement is being conducted
XC Trains Limited (XC) and Grand Central Railway Company Limited (GC) will be conducting a joint private tender for the provision of outsourced Delay Repay Software to (a) standardise and improve the Customer Contact centre engagement with its customers; (b) to validate claimed for delayed journeys; and (c) assist with the payment of any appropriate compensation.
Interested parties should register their interest via the email address provided. Any interested parties must have previous experience of implementing a Delay Repay solution in the Rail Industry
two.1.5) Estimated total value
Value excluding VAT: £1,100,000
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
two.2.3) Place of performance
NUTS codes
- UKE2 - North Yorkshire
- UKG3 - West Midlands
two.2.4) Description of the procurement
A private Procurement is being conducted
XC Trains Limited (XC) and Grand Central Railway Company Limited (GC) will be conducting a joint private tender for the provision of outsourced Delay Repay Software to (a) standardise and improve the Customer Contact centre engagement with its customers; (b) to validate claimed for delayed journeys; and (c) assist with the payment of any appropriate compensation.
The XC network is the most extensive rail franchise in Britain, calling at more than 100 stations. XC serve 7 of the 10 largest UK cities with 7 routes radiating from our central hub in Birmingham.
GC is an open-access train operating company in the United Kingdom and is a subsidiary of Arriva UK Trains. Grand Central connects Yorkshire and the North East to London with two routes.
Five daily services on the North East to London route run between Sunderland and London King's Cross. Four daily services which run on the Yorkshire to London route operate between Bradford Interchange and London King's Cross.
XC & GC will be seeking pricing options for the following:
- A minimum 4-year contract, with an end date of the 14th October 2027 (subject to termination rights)
- Separate contracts will be required for both XC & GC, with a governing Framework in place with Arriva UK Trains Limited (AUKT).
The Delay Repay Contract for XC will contain provisions that make it clear it can be transferred to a successor operator of the XC franchise.
Interested parties should register their interest via the email address provided. Any interested parties must have previous experience of implementing a Delay Repay solution in the Rail Industry.
For the avoidance of doubt, Arriva UK Trains is advertising this opportunity under a voluntary basis and not as mandatory requirement under the Utilities Contracts Regulations 2016
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: £1,100,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
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
Competitive procedure with negotiation
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
30 May 2023
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.4) Procedures for review
six.4.1) Review body
Arriva UK Trains Limited
1 Admiral Way, Doxford International Business Park
Sunderland
SR3 3XP
Country
United Kingdom