Section one: Contracting entity
one.1) Name and addresses
ABELLIO TRANSPORT HOLDINGS LIMITED
2nd Floor, St Andrews House, St Andrews Street
London
EC4A 3AG
Contact
Selina Birdi
Telephone
+44 7970287398
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.3) Communication
Additional information can be obtained from the above-mentioned address
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
West Midlands Trains, Greater Anglia, and East Midlands Rail Shared Services - Customer Experience and Delay Repay
two.1.2) Main CPV code
- 79342300 - Customer services
two.1.3) Type of contract
Services
two.1.4) Short description
Abellio Transport Holdings Limited will be tendering on behalf of the following Train Operating Companies (TOC's); West Midlands Trains (WMT), Greater Anglia (GA) and East Midlands Rail (EMR) for Customer Experience and Delay Repay Shared Services. The Customer Experience service includes but not limited to, back-office processing, telephony, business fulfilment and reporting.
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
two.2.4) Description of the procurement
Abellio Transport Holdings Limited will be tendering on behalf of the following Train Operating Companies (TOC's); West Midlands Trains (WMT), Greater Anglia (GA) and East Midlands Rail (EMR) for Customer Experience and Delay Repay Shared Services. The Customer Experience service includes but not limited to, back-office processing, telephony, business fulfilment and reporting.
two.2.14) Additional information
This tender may be unsuitable for individual centres and will require extensive management. This is best managed by an experienced shared service centre.
The Utilities Contracts Regulations 2016 ("Regulations") do not in accordance with their terms apply to the West Midlands Trains, Greater Anglia, and East Midlands Rail Shared Services - Customer Experience and Delay Repay. Neither the issue of this ITN nor the selection of any Bidder, nor any other document, contact or conduct in connection with this ITN constitutes any acceptance by [Abellio] that the Regulations apply to the Project covered by this ITN or an agreement by [Abellio] to abide by those Regulations.
The ITN Process and any subsequent contract awarded will be subject to English law and the exclusive jurisdiction of the English courts. By participating in the ITN Process a Bidder agrees to be bound by the above conditions and limitations. This Important Notice must be read in conjunction with all instructions to Bidders contained within this document.
Bidder means each legal entity issued with an ITN and invited to participate in this ITN Process.
ITN means this Invitation to Negotiate, as it may be amended by [Abellio] and notified to Bidders from time to time.
ITN Process means the procurement process as described within this document.
two.3) Estimated date of publication of contract notice
16 July 2021
Section four. Procedure
four.1) Description
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.2.4) Languages in which tenders or requests to participate may be submitted
English