Customer Service Contact Centre Tender London

Customer Service Contact Centre Tender London

The Southeastern service is a blend of in-house resource to manage more complex communication and an outsourced element.
Note this requirement is strictly for an on-shore operation.

United Kingdom-London: Customer services

2014/S 242-427046

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

I.1)Name, addresses and contact point(s)

Go-Ahead Holding Ltd
4 Matthew Parker Street, Westminster
For the attention of: Antoinette Scorey
SW1H 9NP London
UNITED KINGDOM
E-mail: antoinette.scorey@go-ahead.com

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Main activity

Railway services

I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting entity:

Customer Service Contact Centre.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 27: Other services

NUTS code UKJ

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s):

Govia is a joint venture between the Go-Ahead Group (65 %) and Keolis (35 %), two substantial and successful transport companies in their own right. Govia has extensive experience running complex and challenging rail operations, managing significant change programmes, and it has introduced more new train fleets in the UK than any other operator.
Govia currently runs four major rail franchises: Govia Thameslink Railway (GTR), Southern, Southeastern and London Midland. Govia is the UK’s busiest rail operator, currently providing c.35 % of all passenger journeys.
Established in 1987, The Go-Ahead Group has its roots in the North East where it was formed following de-regulation of the bus industry. Ten years later, with rail privatisation, the company entered into partnership with Keolis and began running the Thameslink franchise as Govia. It has run Southern since 2001, Southeastern since 2006 and London Midland since 2007. Go-Ahead has a turnover of GBP 2 600 000 000 and some 23 500 employees.
In July 2015, the new integrated GTR franchise will begin operating and will encompass the routes currently operated by Southern, Gatwick Express, Thameslink and Great Northern. The customer service operations for these operators are currently split between 2 separate service providers and GTR requires this to be based solely with one provider. Both contracts with the incumbent Suppliers cease in September 2015 therefore any prospective Supplier will need to be prepared to commence service in September 2015.
Included in the scope of the tender is the provision of the customer service operation for Southeastern. The contract with the Southeastern incumbent supplier will also expire in September 2015. The Southeastern service is a blend of in-house resource to manage more complex communication and an outsourced element.
Note this requirement is strictly for an on-shore operation.

II.1.6)Common procurement vocabulary (CPV)

79342300, 79512000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Information about lots

This contract is divided into lots: yes
Tenders may be submitted for all lots

II.1.9)Information about variants

Variants will be accepted: yes
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Customer Service Operations for the integrated GTR Franchise and Southeastern Franchise.
II.2.2)Information about options

II.2.3)Information about renewals

This contract is subject to renewal: no

II.3)Duration of the contract or time limit for completion

Duration in months: 60 (from the award of the contract)

Information about lots

Lot No: 1Lot title: Govia Thameslink Railway

2)Common procurement vocabulary (CPV)

79342300, 79512000

3)Quantity or scope:

Customer Service Operations.

4)Indication about different date for duration of contract or starting/completion

Duration in months: 60 (from the award of the contract)

Lot No: 2Lot title: Southeastern Railway

2)Common procurement vocabulary (CPV)

79342300, 79512000

3)Quantity or scope:

Customer Service Operations.

4)Indication about different date for duration of contract or starting/completion

Duration in months: 60 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions:
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: These will be set out in the PQQ documents that will be issued using our E-Tendering tool IASTA.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: These will be set out in the PQQ documents that will be issued using our E-Tendering tool IASTA.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: These will be set out in the PQQ documents that will be issued using our E-Tendering tool IASTA.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Negotiated
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications or in the invitation to tender or to negotiate

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting entity:

435982

IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents

IV.3.4)Time limit for receipt of tenders or requests to participate

22.1.2015 – 14:00

IV.3.5)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds

VI.3)Additional information:

All bidders expressing interest in bidding for the contract will receive a PQQ via Smartsource our on-line tendering tool. This will be issued out after the notice has closed.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: The Utility will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum period of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before a contract is entered into. The Utilities Regulations 2006 (SI 2006/6) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the Regulations to take action in the High Court (England, Wales and Northern Ireland).
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

11.12.2014

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