Section one: Contracting authority
one.1) Name and addresses
OFFICE OF RAIL AND ROAD
25 Cabot Square
London
E144QZ
Contact
Gayle Webster
Telephone
+44 2072823944
Country
United Kingdom
Region code
UKI42 - Tower Hamlets
Office of Rail and Road
Office of Rail and Road
Internet address(es)
Main address
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Other activity
Regulator
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Rail Ombudsman Service
two.1.2) Main CPV code
- 79342300 - Customer services
two.1.3) Type of contract
Services
two.1.4) Short description
The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features:
a. free to consumers;
b. an impartial arbitrator for firms and consumers in resolving disputes;
c. run on a not for profit basis;
d. issues decisions that are binding on firms but not consumers; and
e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £4,951,460
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features:
a. free to consumers;
b. an impartial arbitrator for firms and consumers in resolving disputes;
c. run on a not for profit basis;
d. issues decisions that are binding on firms but not consumers; and
e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 70
Price - Weighting: 30
two.2.11) Information about options
Options: Yes
Description of options
5 year option period
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-002457
Section five. Award of contract
Contract No
ORR/CT/22-03
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
22 May 2023
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 1
Number of tenders received by electronic means: 1
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Dispute Resolution Ombudsman
Premier House 1st Floor, 1-5 Argyle Way
Stevenage
SG1 2AD
Country
United Kingdom
NUTS code
- UKH2 - Bedfordshire and Hertfordshire
Companies House
08945616
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £4,951,460
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Office of Rail and Road
London
Country
United Kingdom