Section one: Contracting entity
one.1) Name and addresses
GOVIA THAMESLINK RAILWAY LIMITED
24 Monument Street
LONDON
EC3R8AJ
Contact
Dulcie Neal
Telephone
+44 7929063232
Country
United Kingdom
Region code
UKI31 - Camden and City of London
Companies House
07934306
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.delta-esourcing.com/tenders/UK-UK-London:-Training-services./TNB69B6P8P
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://www.delta-esourcing.com/tenders/UK-UK-London:-Training-services./TNB69B6P8P
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
The Provision of a Customer Service Training Package
two.1.2) Main CPV code
- 80000000 - Education and training services
two.1.3) Type of contract
Services
two.1.4) Short description
As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team
two.1.5) Estimated total value
Value excluding VAT: £1,000,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79632000 - Personnel-training services
- 79633000 - Staff development services
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team
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
12
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
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
18 October 2024
Local time
12:00pm
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
The Royal Courts of Justice
London
Country
United Kingdom